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Here is a scenario that creates a bit of confusion for our SAs (and dispatchers):

A SA is at a customer, but has to make the order incomplete for some reason. This flags the current activity as Fulfilled, and creates a new activity on the order (assigend to the same SA).

If we now assign the order to another SA, the open activity gets reassigned to the new SA (fine), but the order is not removed automatically from the original SAs device. It is kept, but without any activities. 

In v12.5, orders without activities (for the specific SA) had a different colour than orders with an activity.

Is there a way to automatically remove orders that are reallocated/without open activities from  a device? Or some other way to flags this so it’s easily visible for the SA?

Hi Bjørn,

Is the first agent still assigned on the main page or service info page besides taken off the activity?

If so, I think they will still see the order on the mobile client.

 

Hi Phil

We change the SA on the main page of the order, and Astea ask if we want to reallocate SA etc.

There is not a way to highlight such orders for easy recognition.  It also appears that though they did an incomplete, they never went to the completion screen to select ‘remove order from device’ which would have taken it off their client.

If it was a case of the technician still having an activity they are working on and the change was made in the backend prior to their completing/incompleting their activity, the ticket would have been pulled automatically from the client.

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