View Service Events

On this page, you will see all the service events created by your team and specific details for each of those events. You can filter the list of service events by accounts, depots/customers, multiple service event details, as well as case repair status and case fleet status. You can also group service events by depots/customers. The Service Event page will save the following attribute changes by user, ensuring they persist when the user leaves and returns to the page: Active Filters, Sort Order, and Grouping.

The following columns are provided for service events:

Service Event: This field contains the Service Event number as a link with its current status (Draft or In Progress). Clicking the link will take you directly to the service event. If the event is in draft status, you can continue to edit the service event. If the event is In Progress, the Service Event will be read-only.

Related Event: This field contains the Service Request number and its status or the Case number and its Repair Status and Fleet Status. Besides the number and status, if the event already has a complaint description, it will appear below the event information.

Asset: Displays the Main and Secondary Identifiers for an asset. 
NOTE: The Main and Secondary identifiers are set up in the Assets section of Preferences. Besides the asset information, if the unit has active alerts, an icon will appear with the number of active alerts. The color of the icon will reflect the highest severity of the active alerts.

Closed by Location: The column shows a Yes/No value based on whether the related Case was closed by the service location.

PO Number: Will display the PO number associated with the Case if one is available. Clicking the PO Number will open the Case in a new Tab.

RO Number: Will display the RO number associated with the Case for the Service Event. Clicking the RO Number will open the Case in a new Tab.

Service Provider: The selected service provider for the service event. The name, city, state, and phone number will be displayed. The phone number will be displayed as a clickable link to allow calling the service provider directly from the Service Events page.

Elapsed Time: This column displays how long an asset has been at the dealer, aiding fleets in understanding service duration and assessing service provider performance. Elapsed time updates in real time for ongoing events; for completed events, the total time spent is shown. The start time is determined based on the Case Check-In time if available; otherwise, it uses the Case Created Date. 

Due Date/Time: The requested date for the service event. If a requested date is not provided, this will display the date of requested completion. If the current date is past this date, an overdue icon will be displayed.

Approval Requested Time: This column displays the timestamp of the most recent dealer approval request, making it easier for fleets to monitor how long approvals have been pending. Users can also sort the table by this column for faster review. If no approval request has been made, a dash will be shown. 

ETR: This column will display the Estimated Time of Repair as entered on the case associated with the Service Event.

Estimate Version: Displays the current estimate version for the Case associated with the Service Event.

Estimate Total: Displays the current estimate total for the Case associated with the Service Event.

Created: Displays the email address of the person who created the service request and the date and time the service request was created. If the time created is over five days, a yellow info icon will display with the text Created # days ago where # is the number of days past the creation date the service event was created.

Case Created Date: If the Service Event has a Case associated with it, the date the Case was created will be displayed.

Case Updated Date: The last date the Case associated with the Service Event was updated.

Depot: Displays the Depot associated with the unit on the service event. Clicking the Depot will open the Edit Depot screen in a new Tab.

Column Visibility and Column Order

To show/hide and reorder columns, click the gear icon next to the export Service Events icon. This displays the Visible/Hidden columns dialog. 

To change a visible column to hidden, click the column you want to hide. To make a hidden column visible, click the column you want to make visible. To re-order the visible columns, click and hold the column and drag it to the new location and release. Once all changes are complete, click the Apply button to apply the changes.

Archiving a Service Event

Next to the Watching button on an active Service Event is an Archive button. Pressing this button will archive the Service Event, and it will no longer appear under the Active Tab. If a completed Service Event is less than 90 days old, you can move it to the Archive tab by using the Archive button.

Filter Service Events by Account and Depot or Customer

Your team configuration will determine your filters:

• Service Provider:  Customers
• Fleet: Accounts and Depots

All assets your team can access are displayed on your Assets page by default.

The Account, Depot, or Customer filters allow you to filter the assets by those related to one or more specific accounts, depots, or customers.

The Account filter will only become available if you are on a fleet-type team with access to multiple accounts.

To filter your assets by Account:

1. Click the Account filter dropdown to open the Account filter.
2. All the accounts for your team will be listed with a checkbox beside each.
3. From here, you can scroll and select an Account from the list or begin typing the Account Name in the search field and select it from the search results. When you select an Account, it will be added to the selected accounts list in your filter.
4. Continue selecting accounts from the list until you’ve selected all the accounts for which you want to view assets. 
   NOTE: You can remove an account from your list by removing the check by its name.
5. When you’re ready to see the assets belonging to the selected Accounts, click APPLY. The Assets list will update to show the desired results. The account button will display a single account name if only one account is selected. If multiple accounts are selected, the button will show the first account + # More, where # is the number of accounts selected in addition to the first one.
6. To change back to view all accounts, click the accounts button and select Clear All. NOTE: You can click CANCEL at any time to disregard any account filter changes that have not been applied and close the account filter.

To filter your assets by Depot:

1. Click the Depot filter dropdown to open the Depot filter.
2. Select Depot to select Depots or Depot Group to filter by specific Depot groups.
3. To view your favorite Depots, check Search Favorites Only.
4. To view Depots or Depot Groups assigned to you, click Assigned to me only.
5. A list of depots or depot groups will be listed with a checkbox beside each.
6. From here, you can scroll and select a Depot or Depot Group from the list, or begin typing the Depot Name in the search field and select it from the search results. When you select a Depot or Depot Group, it will be added to a list in your filter.
7. Continue selecting Depots or Depot Groups from the list until you’ve selected all the Depots or Depot Groups for which you want to view assets. 
   NOTE: You can remove a depot from your list by removing the check by its name.
8. When you’re ready to see the assets belonging to the selected Depots, click APPLY. The Assets list will update to show the desired results. The Depot button will display a single depot or depot group name if only one is selected. If multiple depots or depot groups are selected, the button will show the first depot or depot group name + # More where # is the number of depot or depot groups selected in addition to the first one.
9. To change back to view all depots, click the depots button and select CLEAR ALL. 
   NOTE: You can click CANCEL at any time to disregard any account filter changes that have not been applied and close the depot filter.

To filter your assets by Customer:

1. Click the Customer filter dropdown to open the Customer filter.
2. Select Customer to select customers or Customer Group to filter by specific customer groups.
3. To view your favorite Customers, check Search Favorites Only.
4. A list of customers or customer groups will be listed with a checkbox beside each.
5. From here, you can scroll and select a Customer from the list, or begin typing the Customer Name in the search field and select it from the search results. When you select a Customer, it will be added to a list in your filter.
6. Continue selecting customers from the list until you’ve selected all the customers for which you want to view assets. 
   NOTE: You can remove a customer from your list by removing the check by their name.
7. When you’re ready to see the assets belonging to the selected Customers, click APPLY. The Assets list will update to show the desired results. The customer button will display a single customer name if only one is selected. If multiple customers are selected, the button will show the first customer name + # More where # is the number of customers selected in addition to the first one. 
   
   NOTE: You can click CANCEL at any time to disregard any account filter changes that have not been applied and close the customer filter.

Filtering Service Events

On the Service Events Active tab, Sentinel shows service events with two statuses: Draft and In Progress. Draft is a Service Event that has been started, but not sent to a service provider. In Progress is a Service Event that has been sent to a service provider. The number of service events for Draft and In Progress appear in boxes in front of the description. To filter your service events only by Draft, select the Draft box. To filter your service events only by In Progress, select the In Progress box. 

On the Service Events Completed tab, Sentinel shows service events that have been completed within the last 90 days. The Past # Days filter can be set to show the past 7, 30, 60, or 90 days.

On the Archived tab, Sentinel shows service events that were completed greater than 90 days ago. The number of service events that were canceled and completed appears in the boxes in front of the description. To filter only by service events that were canceled, click Canceled. To filter only by service events that were completed, click Completed.

On all three tabs, to view only service events that you have selected to watch, check the View only Service Events that I am watching.

Advanced Filters

Advanced filters are available to provide even greater flexibility on what is displayed for the list of service events. To enable advanced filters, click Advanced Filters. The Advanced Filters window will be displayed. Most fields have the ability to multi-select values. If an advanced filter has multi-select, click the filter to get a dropdown. A list of values will be listed with a checkbox beside each. Select values from the list, or type in the search field and select it from the search results. Continue selecting values from the list until you’ve selected all the values you want to filter by and click Apply and the Service Events list will update to show the desired results. 

If the selected filters produce no results, No Service Events Found will be displayed. The Advanced Filters button will show Advanced Filters (#) where # is the number of advanced filter values selected.

Service Provider Teams:

Provider Network: You can choose, All, In-Network, or External 

Service Events: You can choose With Active Alerts, Due Soon, and Overdue or any combination.

Service Request Status: The status of the service request. Only one status can be selected.

Case Repair Status: For service events with a case, the repair status on the case. The repair status is set by the service provider. Multiple repair statuses can be selected.

Creation Date: The From and To date range the service event was created.

Requested Date: The From and To date range the service event was requested.

Created By: The team member who created the service event. Multiple team members can be selected.

Assignee: The person assigned to a depot/customer. 
NOTE: This field will be disabled unless someone has been assigned to a customer. Multiple team members can be selected. Multiple team members can be selected.

Service Provider: The service provider assigned to the service event. Multiple service providers can be selected.

Provider City: The city for the service provider assigned to a service event. Multiple service providers can be selected.

Fleet Teams:

Service Events: You can choose With Active Alerts, Due Soon, and Overdue or any combination.

Service Request Status: The status of the service request. Only one status can be selected.

Case Repair Status: For service events with a case, the repair status on the case. The repair status is set by the service provider. Multiple repair statuses can be selected.

Case Fleet Status: For service events with a case, the fleet status on the case. The fleet status is set by the fleet. Multiple repair statuses can be selected.

Creation Date: The From and To date range the service event was created.

Requested Date: The From and To date range the service event was requested.

Created By: The team member who created the service event. Multiple team members can be selected.

Assignee: The person assigned to a depot/customer. 
NOTE: This field will be disabled unless someone has been assigned to a depot. Multiple team members can be selected.

Service Provider: The service provider assigned to the service event. Multiple service providers can be selected.

Provider City: The city for the service provider assigned to a service event. Multiple cities can be selected.

Group Service Events

Fleets

You can group the service events by Depot, Service Provider, or Fleet Info. To remove the grouping, click Group By and select None.

Service Providers

You can group the service events by Customer or Fleet Info. To remove the grouping, click Group By and select None.