In this article we'll go over the following Booking Alerts:

• Addon Requests
• Reschedules
• Missing Parts
• Notes/Photos
  
  

As a PSM, you will be monitoring these booking alerts from your PSM Action Dashboard. 

If you are not a PSM, you can view all booking alerts from the Operations app, under 'Operations Management' section. The Booking Alert area has multiple views for the different types of booking alerts; including, but not limited to, addon requests, missing parts, notes/photos, and reschedules.

**Please note, the default is "MY" which will be filtered by anything belonging to you; however, you can select "ALL" and that will show you all the booking alerts in the system. 

Addon Requests

Addon Requests are submitted by the Pro while they are onsite at properties performing work. See Addon Approval Process & Communication for more information on the details needed for each property and their addon approval requirements. 

To open up an addon request, double click on the line item. In the Booking Alert you will see the following sections:

1. Pro Action Request - this is the information that the Pro has submitted through their app for the add on request, the information
2. Linked Work Order Details - this will give you details on the linked work order
3. PSM Response - this is where the PSM will Approve or Reject the Addon request along with supplying additional information like whether we will charge the customer and/or payout to the pro
4. Customer Addon Approval Requests

Approval Timeframes:

Addons should be Approved or Rejected on the same day they are requested. 

By Approving it on the same day, we ensure that the addon gets added to the work order so that payment can be process to the Pro and we can bill the customer correctly.

If you try to Approve an Addon after the day it was submitted, you'll be given an error message and be unable to save the record. In that case, you'll need to select 'Late Approval'.

Process:

Under 'PSM Response' you can select approved, rejected, or late approval

• Approved: select approved if you are approving it on the same day and you are sure this addon request has been approved by customer. You can leave detailed notes in the 'PSM Response Notes' area below. Then click 'Save'. This addon will then be added to the WO without any further action required from you. You can now navigate back to your dashboard. See Automatic Add-On for more details an information. 
• Rejected: selected rejected if you do not want to approve this addon request. Then click 'Save'. 
• Late Approval: if you are approving the add on, but not on the same day as requested, you will be forced to select late approval. This will now require you to navigate to the JP, go to the appropriate skillset tab, add the addon, and then click create/update WO to make sure it is accurately added. **Note: if this JP is already closed-posted, you CANNOT add the addon to the JP. You will need to process the addon by creating a new JP for that unit and adding the addon to the new JP. 

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Reschedule/Cancel

Reschedule is for pros to submit reschedule requests for various reasons. To open up a booking alert, double click on the line item.

Process: 

• Contact Customer to see what they want to do with this unit (ie reschedule for a known different day, cancel for the time being, unschedule it and try and find someone else to complete it today)
  
• Reschedule WO to Different Day:
  • Open the booking alert to view details of request
  • Navigate to the JP by clicking on the hyperlink to the JP
  • Delete the BRB for the pro on the correct skillset tab
  • Create new BRB for pro on the new date
  • Create cancel fee for pro that showed up onsite today (assuming they cannot be redirected to another unit onsite)
  • Click 'Save and Close'
  • On the booking alert, click 'Mark Complete' then 'Save and Close'
    
    
• Cancel WO: 
  • Open the booking alert to view details of request
  • Navigate to the JP by clicking on the hyperlink to the JP
  • Run the cancel process from the JP on the specified skillset and determine if other subsequent WO's will be impacted and need to be cancelled as well **Note: if the pro is clocked into the unit and you run the cancel process, the pro will be paid the cancel fee automatically. 
  • On the booking alert, click 'Mark Complete' then 'Save and Close'

• Unschedule WO:
  • Open the booking alert to view details of request
  • Navigate to the JP by clicking on the hyperlink to the JP
  • Delete the BRB for the pro on the correct skillset tab - this will make the WO 'Unscheduled'
  • Create cancel fee for pro that showed up onsite today (assuming they cannot be redirected to another unit onsite)
  • Click 'Save and Close'
  • On the booking alert, click 'Mark Complete' then 'Save and Close'

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Missing Parts

Missing parts is for maintenance pros to submit parts that are unavailable to them in order to complete the punch. 

Process:

• Open the booking alert to view details of request
• Depending on if the pro is still onsite or not, you may take different actions:
  • Pro is onsite: reach out to customer to see if they can provide the missing part ASAP for punch pro
  • Pro is no longer onsite: reach out to customer and let them know that piece of the punch was not completed due to the missing part
  • **Note: The customer may want you to schedule the pro to come back once they have the missing part or they may complete the repair internally
• On the booking alert, click 'Mark Complete' once communication has been made with customer
• 'Save and Close'

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Notes/Photos

Notes/Photos is for pros to submit notes and photos regarding a specific work order. To open up a booking alert, double click on the line item.

Process:

• The notes and photos will be automatically added to the linked JP
• You can open the booking alert and navigate to the JP by clicking on the hyperlink to the JP page
• On the JP, navigate to the 'Notes & Photos' tab to view any notes/photos that have been sent from the pro on their app
• On the booking alert, click 'Mark Complete' to clear the alert from your queue 

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