Managing User Service Levels with oversight

When the user makes an order & it has stayed at a stage longer than the agreed service level time of that stage then an alarm clock will appear color “Green”, “Orange” or “Red” depending on how overdue.

NOTE: Oversight feature is only available in ServiceTeam.

• The alarm clock appears in the default order list & order overview sections.
• If you want to see how much time stays at the current stage without stage changing & how much time to switch to the next alarm type. Those data are available in the Order overview > Oversight tab.
• You’ll be able to filter orders by alarm types using advanced order search in the default order list.
• Every stage has three service level times each level has a fixed time & color. (Green, Orange, and Red)
• Once the order stage changed, the Service level time clock will restart & color change to green color.
• The order has stayed at a stage longer than the Green alarm service level time, the alarm clock will switch to the Orange alarm.
• The order has stayed at a stage longer than the Orange alarm service level time, the alarm clock will switch to the Red alarm.

Oversight Time Reset

• You can reset of oversight timer from the order overview -> oversight section.

• When resetting the timer you should enter a reason to reset

• You can rest the timer today or the future. If you want to reset a timer in the future day, you should select a day form the calendar.