Add Operations and Parts to a Case

Part of the Service Provider role is adding operations and parts to a case and then sending an estimate for the parts or operations to the customer for approval before starting any service work.

• Add Operations
  • Assign Reason for Repair to an Operation
• Add Parts Manually
• Add Parts from your Dealer Management System

Add Operations

There are three types of operations you can add to case:

• Recommended Operations: Operations added by your administrator and recommended for the specific case and asset
• Service Location Operations: Operations specific to your service location
• Custom Operations: Operations created by you on-the-fly specific to the case

Recommended Operations

Recommended Operations can consist of Recalls, Pending Work, and Dealer Recommended Operations like a courtesy check. 

If there are Recommended Operations for your case, you’ll first see them when creating a case.

If, for any reason, you don’t accept them when creating the case, you can accept them after the case is created before the estimate is approved.

To add a Recommended Operation:

1. Search for your case and open it for editing.
2. In the RECOMMENDED section of the left menu bar, click Operations.
   
   
3. Review the operations listed and check the checkboxes for any operations you want to add to your case.
   
   
4. To deselect an operation from the list, uncheck the checkbox next to the operation.
5. To deselect all the operations, click DECLINE ALL.
6. Click ACCEPT.

Service Location Operations

Service location operations are operations available at your service location. They’re derived from the dealer’s business system and configured by your administrator. 

To add a Service Location Operation:

1. Search for your case and open it for editing.
2. From the Editing Case page, scroll down to the Operations table.
3. Enter any keywords for the operation in the search box next to the FIND OPERATION button, then click FIND OPERATION. 
   
   
   The Add Operation page will open with a list of operations that match your search and a list of all the operations available at your location.
   
   
4. Click the plus sign (+) buttons to expand each subsystem of operations or view the operation details. 
5. When you find the operation you want, click the plug sign (+) button to view the operation details.
6. To add this one operation to your case, click ADD NOW.
   The operation will be added to your case and you’ll be taken to the operation page to add any parts, pricing, or VMRS coding information.
   
   To add this operation and more, click ADD TO LIST and search for the next operation until you added all the necessary operations.

From the Operations table on the Editing Case page, you can select any of the operations in the list to edit their pricing, parts, or VMRS codes as needed. Most of the information is probably configured as part of the operation already.

If you have any questions about an operation, contact your administrator.

Custom Operations

If you need to adjust the price for an operation or add an operation to your case that’s not currently in the system, you can create a Custom Operation.

Custom Operations are saved only to their case. They are not available for selection in other cases or by other users.

To add a Custom Operation:

1. Search for your case and open it for editing.
2. From the Editing Case page, scroll down to the Operations table.
3. Click CUSTOM OPERATION.
   The Add Operation page will open to the Custom Operation tab.
   
   
   
4. Or, from the Add Operation page, click on the Custom Operation tab.
   
   
   
5. On the Add Operation page, enter the following:
• Operation name in the Description field.
• Number of hours spent on labor in the Labor field.
• Skill Level, Fixed Price, or Fixed Total Price in their appropriate fields.
  You can only use one of these options to determine the price of the operation.
• Notes related to the operation, such as why you needed to create a custom operation.
6. Click SAVE.
   The operation will open in another page for you to continue editing.
7. Make any changes as needed to the parts, pricing, and VMRS coding.
   Make sure to save your changes and submit your parts before returning to the case.

The Custom Operation will appear in the Operations table on the Editing Case page.

Once the desired operation is added to the Decisiv case, parts can be added to the operation itself.

Assign Reason for Repair to an Operation

After you add an operation to your case, you can a Reason for Repair to it. This differs from the Reason for Repair you select for a case on the CASE INFO (VMRS) tab in that it applies only to that operation

For more on setting the Reason for Repair for a case, see also: Enter Case Information

You have two options for where you can set the Reason for Repair for an operation:

• On the Editing Operation page while you're editing other details about the operation.
• On the Editing Case page where you can set it for multiple operations added to the case.

Once applied, the Reason for Repair will save to the operation and any prices will zero out as needed. 

If you then click Export to Warranty to export the case, the system will only export the operations tagged as Warranty or Goodwill (Goodwill displays as Policy in the XML).

On the Editing Operation page

When you click ADD NOW for an operation to add it to a case, the system automatically opens the Editing Operation page for you to review and update any information about the operation.

If you're not already on this page, you can get to it going to the Editing Case page, scrolling down to the Operations list, and clicking the name of operation from the list.

Once you're on the Editing Operation page, you can set the Reason for Repair for the operation using the Reason for Repair dropdown in the VMRS Coding section. It includes every Reason for Repair enabled for the location.

To select a Reason for Repair:

1. Click the dropdown, then search for a reason from the list.
   You can scroll through the list or begin typing the reason to filter your results.
2. Select it from the list and the field to the left of it will populate with your selection.
3. Once selected, click SAVE CHANGES. 

On the Editing Case page

The Editing Case page gives you a subset of Reasons for Repair that you can apply to one or more of the operations added to the case. This subset is made up of reasons that result in the price of the operation being zeroed out (e.g., Warranty).

To set the Reason for Repair from the Editing Case page:

1. Check one or more operations from the list that you want to apply the Reason for Repair.
2. Then use the Reason for Repair dropdown to select a reason.
3. Once selected, the Reason for Repair is saved, the price of the operations update, and the correct badge is added to the operations.

To set the Reason for Repair to anything else, see above: On the Editing Operation page

Add Parts Manually

1. From the Portal, click on your location.
2. Click Cases on the top menu bar.
3. Click on your selected case number
4. On the Editing Case page, scroll to the bottom and click on the operation that needs a part.
5. On the Operation page, scroll down to the Parts section.
   
   
6. Enter part number, quantity, description, and pricing information.
7. Once all part information has been entered, click ADD ROW to place the part in queue for submission.
   
   
8. Repeat the above steps 6-7 for any additional parts needed.
9. To delete any part in the queue, click the trash can icon under the ACTIONS column for that part.
   
   
   
10. Once all parts are ready for submission, click SUBMIT PARTS.
    
    
    The part will be added to the operation and a green checkmark will be displayed next to it to confirm.

Add Parts from your DMS

To add parts from your Dealer Management System (DMS), follow the steps for Add Parts Manually above. 

NOTE: If an “invalid part” error message is returned when you click SUBMIT PARTS, there may be a complication with the part number or the integration itself. See your admin for details.