Needs scope processing

This training also correlates to failed inspections, so if the needs scope is in response to a failed inspection please follow that training. (LINK)

Needs Scope Processing

1. Overview

Needs Scope tickets are generally straightforward but require careful verification to determine whether a service visit is truly necessary. This SOP provides guidance on how to review system data, past service history, and ticket documentation to validate the need for on-site work.

2. Queue

First step is to access the queue and claim the job in the field support g-chat

Needs scope queue

3. Required Checks

We need to make sure we are properly reviewing the scope of work to confirm whether it is necessary and clearly understandable for the field employees. Below are some basic checks we need to perform.

3.1 Monitoring Portal Review (if needed)

3.2 Review Past Appointments

3.3 Review past photos

Once all the necessary research has been performed proceed to step 4

4. Ticket Documentation Process

4.1 Use the Correct Template

For Needs Scope tickets, utilize the Install/Service Appointment Ticket Template.
Update all fields thoroughly and accurately based on your review findings.

4.2 Assign the Appropriate Work Type

Change the Work Type to the classification that most closely aligns with the identified issue.
Ensure the selected Work Type is both accurate and compliant with internal ticketing standards.

4.3 Assign the Appropriate Work Type

Adjust the duration of the appointment to the appropriate needed time to complete the work.

4.4 Add a Project Note

In the Service Appointment record, add a project note on the right-hand side. (In order to get efficiency credit for the job)

So Needs scope processing are very simple but require a little due diligence to find if the service is actually necessary.

For example this is a very simple needs scope ticket.

So what we need to do is go into the monitoring portal and check what errors are showing.
Another thing that we need to be check is any past appointments, so that we can get full context of the scope of work needed.

The monitoring portal has never reported and the layout isn't publish

Past service appointments show that they were having issues with SolarEdge

So with the needs scope ticket we are going to use the Install / service appt ticket template Template and update it accordingly.

Then Change the work type to closest match type.

Update the duration to amount of time needed. For just provisioning/commissioning tickets, you only need roughly 30 mins to complete.

Then leave a project note in the service appt on the right hand side.

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