Beginning with the 6.18 release, we have been experiencing an issue with creating new sites from the SM Call Handler.
If you attempt to create a new site, the Site ID is not automatically assigned when Creating a Work Order. If you hit + to create a new site, the site is not actually created until the Work Order is generated.
Where we are running into issues is that if more than one CSR is setting up a new SM Site from the call handler, whoever creates their Work Order first "Gets" the new site and the other CSR(s) get a "Service Site Already Exists" error. When they click close on the message, all of the address info they entered is gone and has to be re-keyed.
This creates extra work for our team each time it happens and has been a big source of frustration since we installed 6.18.
This does not happen with adding a new customer. Is it possible to have the new site option work the same way? If not could the site be "reserved" until a CSR either creates the work order or closes the Call Handler?
Feel free to reach out directly to me to discuss.
Thanks in advance for your help in getting this issue resolved.
Brian
Brian Mangan
| Company | Dave Jones Inc. |
| Job Title / Role | IT Manager |
| I need it... | Yesterday...Come on already |
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Honestly, the 'New Site' checkbox should be enough to tell the system "make a new site". Requiring the user to both check that box AND have a "+" or "N" in the "Site ID" field is a bad interface design (confusing).