How replacements work
(approximate reading time: 6 min)
Replacements in One Big Green are designed as a ticket system.
This means every replacement request gets its own ticket, which contains all the essential info.
Each ticket will change its status and its current assignee over time, as you work on your replacement.
There are two types of replacement tickets – plant replacements and planter replacements.
The replacement tickets can be one-off or recurring.
The latter is for your rotations, color program, and anything else that has a short life span.
Replacement ticket can be created via the mobile app via the Service site > Displays > pick a display > hit the “+” icon > select what you want to replace.
There is also a possibility of creating a replacement request during the service visit, and in the Back office.
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To create a recurring replacement request, tick the checkbox “Recurring” in the form of ticket creation and select the frequency – this will automatically create a series of replacements with a chosen frequency.
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Please note that if one of the tickets in the series was completed earlier or later, the due dates for the following tickets in this series will be automatically adjusted.
In the app, technicians can view the tickets they created and the tickets where they are assigned in the Replacements section.
The open replacement tickets can also be found in the Extra tab of each service site.
Finally, a technician will get an overview of all the open replacements before, during, and at the end of their service visits.
The “before” will allow them to prepare accordingly before going to the site.
The “during” will help them make the best use of their time on-site.
And the "after" is to check whether everything has been properly logged.
In the Back office, all the in-progress replacement requests can be found in the Open replacements section. All the closed, deleted, and denied replacement requests end up in the Replacement report.
In Open replacements, Supervisors can approve or deny the replacement requests, and also manage the sourcing process.
If approved, the status will automatically change from “Reviewing” to “Sourcing”, as you now need to source the materials for replacements.
If denied, the replacement request will be moved to the Replacement report with the status “Denied”.
Once the materials are sourced, you have to manually change the status from “Sourcing” to “Delivering” and assign it to the Installer or the Technician (depending on who is supposed to pick up the replacement material).
Once the material is delivered, the replacement request can be "Completed" – by a Technician or anyone else.
Currently, after the replacement request has been created, further changes to the status should be made manually. However, we are now working on the Work orders and Purchase orders. Once those are released, the change of the replacement request status will be automatic – for example, once material has been sourced or delivery was made.
At any time, anyone can delete a replacement request, both via the Back office and the mobile app – in this case, the ticket will end up in the Replacement report with the status “Deleted”.
The Open replacements section is where you can work on your replacements, assign them to people and, most importantly, look ahead in terms of procurement and planning.
The Replacement Report is there to give you all the stats on what and where was replaced, as well as how long it took for every ticket.
Please note that both Open replacements and Replacement report are automatically sorted by the replacement due date.
It is mandatory to specify the replacement due date when creating a replacement ticket. Knowing the deadline will help the office team prioritize the work they do on processing the replacement requests.
As your Technicians visit the sites, you can also track the replacement situation in the Service visits of the Back office.
If a new replacement request was created, you will see a red icon with an arrow up in the list of your reports.
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If a replacement was completed during the visit, then you will see an icon with a green checkmark.
On the Visit report page, you will also see an overview of the "pending" replacement tickets that had no change during the service visit. Those will be marked with a gray clock icon.
All the changes in the status of replacements are also reflected in the history of the display
– both in the Back office and mobile app.
Finally, you can always export the records in both Open replacements and Replacement report into Excel,
where you can further work with this data.
Have questions or need assistance with anything?
Please don't hesitate to reach out to us on support@onebiggreen.com
We're always happy to help!
