In this lesson we will cover:
– What are Journeys?
– The Journey Actions
– Tracking Open Journeys
What are Journeys?
Journeys are used to track time on site, including the travel time. A journey can be started within a ticket using the 'start journey button'. Once the journey is started a time will begin to track your travel time. Once you have arrived in site use the 'Arrive on site' action to stop the travel timer. Once your site visit has ended use the 'leave site' action, you will be prompted to complete some fields on the ticket, here you will need to log how much time you spent on site. A new timer will start automatically to count how long your journey home has taken. use the 'End journey' action once you have returned from the site visit.
Once a journey has begun a 'Journeys' tab will appear within the ticket, here you can see the travel time for your outgoing journey (to the site) and the travel time for your incoming journey (home from site).
Fig 1. Journeys tab start journey/arrive on site
The first row of the journeys record refers to when the Start Journey and then Arrive On-Site actions were used. The second column refers to when the Leave Site and End Journey actions where used.
Fig 2. Journeys tab leave site/end journey
The Journey Actions
The Start Journey action does not require a field list, therefore it can be a quick action, if it is desired to have fields on it such as a note field, then the quick action checkbox can be turned off. The charge rate set on the defaults tab is set to "Travel", although the time logged will be set against the Arrive On-Site action.
Fig 3. Start Journey Action
The next action is Arrive On-Site, this can have a charge type applied to it, meaning the time duration between Start and Arrive is set to be charged using the charge type set on the action "Arrive On-Site".
Fig 4. Arrive on site action
The charge type is set from within the Defaults tab:
Fig 5. Default charge type for action
If the charge type is left on "Must Choose", the charge type set at Ticket Type or Agent level will be in use. If there is a default charge type set on the tickets "Default Charge Type" setting, then you will need to tick on the checkbox below so that action level overrides the ticket.
If the travel time taken for the agent to arrive on-site is incorrect, an administrator or if they are permitted to, the agent, can amend the action to reflect the correct travel time:
Fig 6. Edit travel time after action is logged
After 'Arrive On Site' has been used, the follow up action will be for when the agent leaves site. The "Leave Site" action will be configured with the "Quick Action" checkbox disabled, this means the agent will be able to select a charge type to set against the action. The selection of charge type may be important as the work carried out on-site could have a specific on-site charge rate associated to it.
Alternatively you can make "Leave Site" a quick action and then set the default charge type on the defaults tab of the action. When this is the case, agents will not be able to allow customers to sign off on the site visit, configuring the field list with the following (granted the "Is a Quick Action" is disabled), will allow for customer sign off on the action:
Fig 7. Fields against 'Leave Site' action
Tracking Open Journeys
Open Journeys can be shown on the to-do pane, the benefit of this is that agents may forget they have a journeys open on tickets, this will allow them to see the open journey on a ticket, open journey referring to when either Start Journey or Leave Site are used. This is enabled from within Configuration > Tickets > General Settings:
Fig 8. Show open journeys on the To-Do Pane setting
For example "Start Journey" has been actioned here and then the To-Do pane will be showing the "Journey Started on Ticket" with ticket ID linked:
Fig 9. Journey started on to-do pane
After using the arrive On-Site action, the Open Journey will be closed:
Fig 10. Journey Closed on to-do pane
This Journey will re-open when the Leave Site action is used.
