Below are troubleshooting steps for common scenarios in HUB.
Questions can arise due to system configurations or workflow settings. This guide provides an overview of common scenarios and actionable steps to work through them.
Common Work Order Scenarios
Dispatches appearing under Incomplete Calls instead of New Calls - This issue often occurs due to an auto-accept process used by the dispatching network. When auto-accept is enabled, tickets bypass the New Calls category and go directly to Incomplete Calls.
New Dispatches not coming through unless pushed by the manufacturer - This can happen when "tech exceptions" are enabled in the integrated system (e.g., Rossware). If these exceptions are not aligned with the technician's schedule, they can set availability to zero, blocking new work from being assigned.
Troubleshooting Steps
Resolving Dispatch Categorization Issues
To address Dispatches appearing under Incomplete Calls instead of New Calls:
Disable Auto-Accept at the Source - Request the dispatching network to stop auto-accepting jobs so they first land in New Calls.
Best Practices for System Configuration
Regularly review and update system settings to ensure they align with your workflow.
Communicate with your dispatching network or system administrator to address configuration issues promptly.
Train staff on the implications of auto-accept processes and tech exceptions to minimize disruptions.
By following these steps and best practices, you can effectively troubleshoot and resolve ticket management issues in HUB Support.