New Trace Ticket Statuses
We noticed that most TT's are sitting too long in the Evaluation Visit in Progress and Service Visit in Progress statuses. We discovered that the work was already completed by the tech, but the Quote/Invoice wasn't submitted yet, so the TT is misleading everyone. "In progress" statuses indicates that the tech is still on site conducting the repair (sometimes for several days). This needs to be corrected ASAP please by creating 2 new statuses: Open: Evaluation Completed and Open: Service Visit Completed The trigger to enter these new statuses happens when the Technician presses the "Submit" button for the Eval details and Service details. When the quote/invoice is submitted, it triggers the next status (the same as it happens currently. Go to next page to see the a work flow diagram for detailed explanation of the 2 new statuses along with the new in-app alerts, email notifications, and next steps guidance related to the new statuses.
SUGGESTION:
Next Steps Guidance - We should build a new table in the admin panel very similar to the in-app alert message table in the admin panel. To allow DTT admin to update next step guidance ourselves. This would be a great tool. It would be possible if you built a "Next Steps" section in every view of the Trace Ticket for every status and every user. Each user type requires different guidance at different times, depending on the current status of a ticket.
New Trace Ticket Statuses - Work Flow Diagram
New Email Notification
New- Service Provider "Next Step"
New -Customer "Next Step"
New In-App alert
Technician Action
ISO Admin Action
Customer Action
Trace Ticket Status
DIAGRAM KEY
Gig Tech Next Step "Review or revise your service quote and schedule your next appointment, if needed"
Customer Next Step "The Evaluation Visit has been completed by your assigned technician. You will receive an alert when your new service quote is ready to approve"
Gig Tech Next Step Review the final invoice and make corrections if needed. Then, confirm your payout amount is correct.
Customer Next Step "The Service Visit has been completed by your assigned technician. Your final invoice is being prepared now! You will receive an alert when it is ready to approve!"
Technician Review/Revise Quote
Technician Review/Revise Final Invoice
If Gig Tech
If Gig Tech
Completed: Awaiting DTT approval
Open: Service Completed
Open: Awaiting Quote Approval
Customer approves quote
Technician submits service visit details
Technician submits eval visit details & Parts
Open: Eval in Progress
Open: Eval Completed
ISO Admin Review/Revise Quote
ISO Admin Review/Revise Final Invoice
If ISO Tech
If ISO Tech
In-App Alert To: ISO Admin "Service Visit Completed: Log in to DTT to submt a final invoice ."
In-App Alert To: ISO Admin "Evaluation Completed: Log in to DTT to review or revise the quote."
ISO Admin Next Step "Review the technician's evaluation findings to revise your service quote and schedule a new appointment if needed"
ISO Admin Next Step "Review the final invoice and make corrections, if needed."
Email Notification To: ISO Admin "Service Quote for Trace Ticket # xxxxxxx" "Hello xxxxxx (iso user), your assigned service technician has concluded their evaluation visit for TT #. Please log in now to review or revise your service quote for the customer based on the evaluation visit findings!"
ISO Tech Next Step "Standby while your company admin user reviews/revises a service quote. We will let you know when the customer is ready for you to return! "
ISO Tech Next Step "Your company admin user is submitting a final invoice to the customer. Your work is done here! "
Email Notification To: ISO Admin "Final Invoice for Trace Ticket # xxxxxxx" "Hello xxxxxx (iso user), your assigned service technician has concluded their service visit for TT #. Please log in now to submit a final invoice for the completed Trace Ticket!"
Urgent - New Statuses
Downtime Trace
Created on November 7, 2025
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Transcript
New Trace Ticket Statuses
We noticed that most TT's are sitting too long in the Evaluation Visit in Progress and Service Visit in Progress statuses. We discovered that the work was already completed by the tech, but the Quote/Invoice wasn't submitted yet, so the TT is misleading everyone. "In progress" statuses indicates that the tech is still on site conducting the repair (sometimes for several days). This needs to be corrected ASAP please by creating 2 new statuses: Open: Evaluation Completed and Open: Service Visit Completed The trigger to enter these new statuses happens when the Technician presses the "Submit" button for the Eval details and Service details. When the quote/invoice is submitted, it triggers the next status (the same as it happens currently. Go to next page to see the a work flow diagram for detailed explanation of the 2 new statuses along with the new in-app alerts, email notifications, and next steps guidance related to the new statuses.
SUGGESTION:
Next Steps Guidance - We should build a new table in the admin panel very similar to the in-app alert message table in the admin panel. To allow DTT admin to update next step guidance ourselves. This would be a great tool. It would be possible if you built a "Next Steps" section in every view of the Trace Ticket for every status and every user. Each user type requires different guidance at different times, depending on the current status of a ticket.
New Trace Ticket Statuses - Work Flow Diagram
New Email Notification
New- Service Provider "Next Step"
New -Customer "Next Step"
New In-App alert
Technician Action
ISO Admin Action
Customer Action
Trace Ticket Status
DIAGRAM KEY
Gig Tech Next Step "Review or revise your service quote and schedule your next appointment, if needed"
Customer Next Step "The Evaluation Visit has been completed by your assigned technician. You will receive an alert when your new service quote is ready to approve"
Gig Tech Next Step Review the final invoice and make corrections if needed. Then, confirm your payout amount is correct.
Customer Next Step "The Service Visit has been completed by your assigned technician. Your final invoice is being prepared now! You will receive an alert when it is ready to approve!"
Technician Review/Revise Quote
Technician Review/Revise Final Invoice
If Gig Tech
If Gig Tech
Completed: Awaiting DTT approval
Open: Service Completed
Open: Awaiting Quote Approval
Customer approves quote
Technician submits service visit details
Technician submits eval visit details & Parts
Open: Eval in Progress
Open: Eval Completed
ISO Admin Review/Revise Quote
ISO Admin Review/Revise Final Invoice
If ISO Tech
If ISO Tech
In-App Alert To: ISO Admin "Service Visit Completed: Log in to DTT to submt a final invoice ."
In-App Alert To: ISO Admin "Evaluation Completed: Log in to DTT to review or revise the quote."
ISO Admin Next Step "Review the technician's evaluation findings to revise your service quote and schedule a new appointment if needed"
ISO Admin Next Step "Review the final invoice and make corrections, if needed."
Email Notification To: ISO Admin "Service Quote for Trace Ticket # xxxxxxx" "Hello xxxxxx (iso user), your assigned service technician has concluded their evaluation visit for TT #. Please log in now to review or revise your service quote for the customer based on the evaluation visit findings!"
ISO Tech Next Step "Standby while your company admin user reviews/revises a service quote. We will let you know when the customer is ready for you to return! "
ISO Tech Next Step "Your company admin user is submitting a final invoice to the customer. Your work is done here! "
Email Notification To: ISO Admin "Final Invoice for Trace Ticket # xxxxxxx" "Hello xxxxxx (iso user), your assigned service technician has concluded their service visit for TT #. Please log in now to submit a final invoice for the completed Trace Ticket!"