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

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