Repair with Technician Portal

Customer Portal – Repair Order Creation

A new option named “Create Repair Order” is available in the My Account section of the website.
This allows customers to initiate repair requests for purchased products.

Displayed Order Details

When accessing this option, the customer can view the following information :
* Sale Order Reference : Displays the sale order number
* Product : Displays the product name
* Sale Order Date : Shows the date of purchase
* Lot/Serial Number : Displays the unique identifier if available
* Repair Order : Displays the repair order number after creation
* Actions : - Create Repair button is shown if no repair order exists
- View button is shown if a repair order is already created

Repair Request Form

When the customer clicks on “Create Repair”, a form is opened to capture the required details.
* Input Fields * Repair Quantity : Always set to one, as the system supports only unique serial/lot products
* Inspection Time : Allows the customer to select a preferred date and time for inspection
* Internal Notes : Used to describe the issue or problem
* Attach Document : Option to upload supporting documents
* Take Photo : Allows capturing and uploading images directly
* Submission
- After submitting the form:
- A repair order is created successfully
- The customer can view the details using the “View” button.

Repair Request Form

- Each repair order contains the following information:

* Product Name
* Lot/Serial Number
* Quantity
* Warranty Status (Under Warranty or Out of Warranty)
* Customer Notes
* Technician Name and Contact Details (after assignment)

* User Roles and Access Rights
-Technician-related permissions can be configured from : Settings - Users - Repair Management

Access Levels : User : Can access only their assigned records
* Manager : Can view all records but cannot delete them
* Administrator : Has full access, including deletion rights

Technician Management :

A new Technician module is introduced in the homepage.

Technician records can be managed through

1) Shop Floor Dashboard :

2) Technician Menu

* Assignment
* The Technician Manager assigns technicians directly from the repair order
* All customer-provided details are available under the Customer Info tab

Technician Scheduling Rules

- While assigning a technician :
- The system prevents selecting the same technician at the same time for multiple jobs.
- A minimum gap of two hours is required between two assignments for the same technician.
- If a conflict occurs, a warning message is displayed.

3) Technician Portal :
- Technicians can access their tasks from the portal under My Account.

My Technician Jobs
1) Displays all assigned jobs
2) Allows filtering based on:
- Previous, Today : The default filter is set to Today, Tomorrow, All

* Repair Execution Process
* Starting the Repair, The technician selects an assigned job.
- Clicks on “Start Repair” to begin the process.

Managing Parts
* The technician uses the Add/Manage Parts option

A wizard allows: Adding parts, Removing parts, Recycling parts
Cost Calculation : Parts Cost
- Applied only when the product is Out of Warranty
- Free of part cost when the product is Under Warranty

Labour Charges : Configured from :
Repair --> Configuration --> Technicians.
Based on the selected service product.( Tax is not included in labour charges.)

Warranty Management :-

Warranty details are configured at the product level :
- Warranty Duration (Months), Warranty Description
- The system automatically calculates warranty status based on the sale order date.

Submission and Customer Approval

Submission
- The technician completes the repair process and clicks “Submit Repair Work”.

Customer Approval
* The technician triggers approval using the “Customer Approval” button.

An email is sent to the customer

Approval Scope

Approval is required for : Parts cost (for out-of-warranty products) Labour charges

Repair Completion

After receiving customer approval :
- The technician updates work details
- Uploads relevant images if required
- Marks the repair job as Done.

Payment Process

f one or more technician orders are created for the same sale order and the same technician, then upon confirming the payment, a single invoice is generated for the total amount, and the previously open technician assignments are marked as paid.
- The system supports two payment methods:

Online Payment

An email with a Pay Now option is sent to the customer

The customer is redirected to the invoice page to complete payment.

Cash Payment

The technician records the received cash amount.

The job is marked as completed.

Technician Manager - Backend * Dashboard Access :

The Technician Manager accesses the Shop Floor Dashboard from the Technician app.
- Can monitor and manage own assigned jobs.

Technician Menu

- Displays all repair assignments.
- Managers can view all records but can perform actions only on their assigned jobs.