Review Service Requests

Determine whether a warranty issue is covered under an existing warranty

BACKGROUND 

ConstructionOnline™ provides contractors with a powerful warranty management solution. Assigning service managers and reviewing service requests within the system ensures accountability and efficient handling of each request. The ability to quickly determine warranty coverage allows for informed decision-making and helps manage client expectations. This proactive approach, facilitated by ConstructionOnline's Warranty Tracking feature, minimizes potential disputes, strengthens client relationships, and demonstrates a commitment to responsive and reliable service. 

STEPS TO REVIEW A SERVICE REQUEST 

1. Navigate to the desired Project via the Left Sidebar.
2. Locate and select the "Warranty Tracking" tab. 
   1. If you have chosen to have Warranty Tracking appear as a Project Quick Link, you may also access the Warranty Tracking feature from the Project's "Overview" tab. 
   2. If you have not yet completed the Project’s initial Warranty Tracking setup sequence, you will be prompted to do so by clicking on the green “Create a New Warranty” button. 
3. Within the "Warranty Tracking" tab, click on  Warranty Issues in the "Warranty Tracking Categories" column.
   
   
   1. You must walk through the Project's initial Warranty Tracking setup sequence before gaining access to ConstructionOnline's "Warranty Issues" feature.
4. Under the "Warranty Issues" section, click on the desired issue. 
5. This will open the warranty issue's extension blade on the right side of your screen where you can navigate to the "Timeline" tab. 
   
6. Tap the blue "Review Request Details" button.  
   1. If a service manager has been required to review the request during the initial setup sequence, their name will appear in the box above the button. Any designated service managers listed can perform the review. 
      
      1. Only Admin Users can override this requirement and are also able to decide if the issue is covered under a warranty. 
   2. If there is no service manager requirement for the Project, any authorized Company User on the Project Team may conduct the review. 
7. Decide from the warranty issue's details whether the issue falls under coverage availability. Select by clicking either the "Yes" or "No"  circle. 
    
   1. If "Yes,"  you must specify which warranty to apply to the issue. 
      
      
8. Once you have made a decision and entered any additional information needed, hit the blue "Save" button. 

NEXT ACTIONS

Activated upon the creation of a warranty issue, ConstructionOnline’s “Warranty Issues” Timeline provides a visual and actionable guide for the next steps you and your team should take in the Warranty Tracking process. Following the review of request details, the "Timeline" tab will prompt you to schedule a service appointment. 

However, you may also schedule service appointments before a service request is reviewed. Check out "Schedule a Service Appointment" for more information on this process.

ADDITIONAL INFORMATION 

• Alternative Access Point: A service review may also be performed from within the “Warranty Tracking” tab of the Company Overview.  
• Subscription Level: ConstructionOnline's Warranty Tracking feature is available for companies with current ConstructionOnline subscriptions at Team, Business, and Enterprise levels.
  • Warranty Tracking is also available as a Per-Company Add-On for all other plans. 
• Permissions: Admin Users and Company Users with "Can Create & Edit" or “Can Create, Edit, & Delete” permissions for Warranty Tracking can conduct service reviews. However, if service managers were designated and made a requirement during the Project's initial Warranty Tracking setup sequence, only these Users can perform the review.
  • Company Users with these permissions can only edit appointments for warranty issues of projects that they are a team member on. 
• CO™ Mobile App: Currently, Warranty Tracking features are exclusively available via browser access to ConstructionOnline. 

HAVE MORE QUESTIONS? 

If you need additional assistance, chat with a ConstructionOnline Specialist by clicking the orange Chat icon located in the bottom left corner or visit the UDA Support Page for more options.