Creating a Work Order

The counter agent can create a service order in 3 successive steps:

1. Consumer Information

• Search for a consumer by entering their name, email address, and/or phone number using the Search for Consumer button.

• Update consumer information after finding the customer.

• Create a new consumer if no results are found by entering at least the required fields.

Consumer search or entry interface

2. Product Information

Objective:
This step allows searching for an existing product already linked to the consumer, or creating a new one based on the available information.

Product search or entry interface

• Select an existing product from the list associated with the consumer (products previously handled will appear).

• Search for a product using its commercial reference.

• Create a new product by filling in the required fields.

A/ Handling Based on Product Type

a/ Repairable Products

• Internal Repair (SDA)
  Product handled directly by ASC (Altex Service Center).
  ▪️ Example product ref: LAPX507UAEJ830
  

• ASC Subcontracting (MDA)
  Altex outsources repair because it does not handle MDA products directly.
  The subcontractor must be selected from a list.
  ▪️ Example product ref: LZFVO10008
  

• Repair by External Partner
  SDA or MDA handled by an external company (different from ASC).
  ▪️ Example product ref: CSA765KXBJAMP
  

External Products Out of Warranty or in Warranty extension :

When the repair type is different from "under warranty", the flow depends on the product type:

    •    If the product is an SDA, it will be handled by the Altex Service Center: The product is then treated as an internal product and follows the same process as an internal WO.

    •    If the product is an MDA, it will be handled by one of the approved subcontractors. The product is then considered as subcontracted and follows the same behavior as a subcontracted WO.

b/ Replaceable Products

Some products cannot be repaired but can be replaced.
The service order can still be created without a repair process.
▪️ Example product ref: UST1002973

Different types of service orders

B / Product Pick-up Options

The Pick-up location field indicates the origin of the product to be retrieved:

• Pick up from customer: the product will be collected from the consumer.

• Pick up from store: the product will be collected from the counter.

When "Pick up from store" is selected, a new dropdown field appears allowing the user to choose another store. By default, the store associated with the logged-in account is pre-selected.

These fields are crucial for the automatic generation of the transport label.

The transport provider depends on the product type:

• Cargus for SDA

• ALD for MDA

3. Fault Description

• A description of the fault is mandatory (minimum 20 characters).

• An optional comment can also be added.

Summary Page

Once the service order creation steps are completed, the user is directed to a summary page to review all information before confirming.

Available Actions:

• Edit: go back to the previous step to correct or add information.

• Cancel: cancel the service request creation.

• Confirm creation: validate the request. A confirmation message appears with the assigned service order number.

Service Order Creation Confirmation

After confirmation, a notification displays the generated WO number. The user is then presented with two options:

• Create a new service order: redirects to the homepage to initiate a new request.

• View the created service order: redirects to the tracking interface showing the corresponding order details.

Pop-up confirmation with navigation options

WO creation flow depending on product and pick-up management