Dispatch-Request-Service

This feature is optional. Availability is based on your data collection requirements. Contact The Raymond Corporation through the iWAREHOUSE GATEWAY Contact Us link to request access to this feature.

Use this to request service from a dealer for an asset, and attach images if needed. Dispatch requests for the selected facility and serial number appear at the top of the Dispatch Service Request.

2.The dealer uses the email to either accept or reject the dispatch request. An acknowledgment email is sent to the customer.

Service orders can be created from a closed Dispatch Service Request for customers who have the Service Order Entry feature enabled.

Create a dispatch service request when a service is required.

1.From the Dashboard, click [Maintenance] Maintenance > [Dispatch] Dispatch > [Request] Request> [Service] Service.

2.Select the facility where the needed service is located.

3.Select the serial number.

4.Click [Use Serial #] Use Serial # to process the filter selections. The information on file for the selected facility and serial number display.

5.Enter a description for the requested service into the "Description of Issue" area.

6.Enter the Purchase Order (PO) number associated with the service. A PO number can be changed after the dispatch request is created.

7.Select the priority for the request from the Priority drop-down list. High priority indicates an emergency.

8.Indicate whether the service is for parts only.

9.Enter a contact phone number. Extensions can begin with "ext." For example, "(123) 123-1234 ext. 1234".

10.If you have one or more images to upload (an image of a broken part for example). Click [Browse] Browse to find the image, then click [Upload] Upload to upload the image to the request. Multiple images can be uploaded at one time.

If an image is uploaded that does not conform to the image rules shown on the form, then a message appears.

When the upload is complete, thumbnails of the images appear below the Image Upload section. To delete an image, select the image.

11.Select whether to use the Dispatch Override Email Address(es) for the facility of the asset.

•Click [Yes] Yes to send the dispatch request to the designated service coordinators instead of your Raymond Dealer.

12.Click [Manage Override Preferences] Manage Override Preferences to manage the service coordinator email addresses to be used instead of your Raymond Dealer.

An email dispatch request is sent to the user who is logged into the GATEWAY, and to the servicing dealer’s name that appears on the Dispatch page. There are two buttons at the bottom of the email that the dealer needs to select to accept or reject the request.

Dealers have the ability to accept or reject dispatch requests through an interactive email that is sent to them. The email includes all the information about the dispatch request, including a link to the dispatch request.

•Click [Accept] Accept to accept a request. Everyone selected to receive an acceptance message will receive a message.

If technicians are assigned to your dealership, they can be selected to be included on the dispatch request.

•Click [Reject] Reject to reject a request. A reason explaining why the request is rejected must be entered.