Use Case: CSR cancels a job and months later goes back to reference cancelled job. The status box turns red and says "Cancelled" but retains the original scheduled date, even if the job was cancelled months after the original scheduled date. This causes the CSR/Dispatcher to have to dig through notes in the job audit trail to be able to find the actual date the job was cancelled. It can cause discrepancy between when the job was actually cancelled.
Impacted Persona: CSR, Dispatcher, Customer
Future Business Impact: CSR/dispatchers would save time by being able to quickly reference the cancellation date of a job they've cancelled - this would in turn save the customer time if they called in with an inquiry regarding the job.
Alternative Solutions Offered/Being Used: Look at the job audit trail. Unfortunately this can be confusing and time consuming, especially if there is a lot of activity on the job audit.
Hi Heather,
Can you let me know why referencing this piece of information is so important to the user? This will help us understand the problem so we can come up with the right solution.