Overview


Qualer allows users to request services on their assets from their vendors.  Below is a detailed guide for helping you create a service request for your vendor


In a rush? Watch this Quick Help video: 



Click "ASSETS" and then  "ASSET MANAGER" to view a summary of all your company's registered assets.


In the upper right of the screen you will see a "search assets" search bar.  Click the bar and enter the serial number or the asset tag to quickly isolate the assets you would like serviced. 



Once you have found the asset(s), simply click the check mark to the left of the serial number to select the instruments, and click "Make Service Request..." in your TOOLBOX on the right side of the screen. 



Once the service request is initiated you will have an opportunity to add or remove assets in the first tab, labeled "Assets".  To remove an asset from the order, click the red "x" to the left of the asset description. To add an asset to an order, use the serial number, asset tag or bar code and press "Add", or search from your list of assets by clicking "Pick From Assets."  If the asset you would like to add has not yet been registered in Qualer, you can register it directly on this screen by selecting "Service New Asset" and follow the instructions in the Registering a New Assets page. 



IMPORTANT: In this step you will also want to specify whether this will be a one-time service (ie. troubleshooting or repairs) or a step in the asset's maintenance plan (ie. verification, preventative maintenance, and calibrations).

 


Once you have added all the assets that need service AND linked them to the correct step in their assigned Maintenance Plan, click "Next".


The "Work Details" tab is used to define the scope of the service you will be requesting from your vendor.  

Note: For One-Time Service or for maintenance tasks without preset service levels, press the "Select" button to choose a Service Level and enter any Service Notes for this asset.  



You can select from your vendor's list of service capabilities and service levels if they are a full Qualer user.



You may also add special requests or notes in the "Service Notes" tab.  Click "Apply to all unassigned, to has this service level applied to all similar assets that do not have a service level assigned to them at this time.



Once all of your Service Levels are defined and Service Notes are entered, press "Next" to set up the Logistics of the order. 


Timeframe: When would you like the work to be performed?

Owner: Who will take ownership of this order at your company (ie. who is the point of contact for your vendor)?

Location: Where would you like this work to take place (ie. On Site- order fulfilled on site at your company; Local Pick-Up- vendor arranged pick-up of your assets for order fulfillment in their lab; Ship to Vendor- send the assets to your vendor in the mail for order fulfillment in their lab)?  NOTE: Your vendor may adjust the timeframe or the location of your service request based on availability or capabilities. 



Once you have confirmed the Logistical information for this order, press "Next" to set up the Billing information. 


Once you have confirmed the Billing information is correct, press "Next" to Review & Submit the order.  At this stage you can enter any additional Order-Level notes for your vendor.  An order estimate may be available here if your vendor has configured their settings to display pricing, however if no pricing is displayed, you may ask your vendor to provide you with a paper estimate.  


You may click through each of the tabs to review any information, and when you are ready, press "Submit Now". 


After the order has been submitted, you may have an additional approval step for your company before the vendor will have a chance to accept or reject the request.  This is your last opportunity to make adjustments to the Service Request in your Qualer portal.  If everything in the service order meets your needs click "Approve Order."




Once the order is Approved it will then be "Sent to Vendor" and any updates or changes to the order must be performed by your vendor. If you must make changes to the order, you can either call or email your vendor or you can retract the order and make the needed updates. 
Note: if you see Bypass Vendor Fulfillment, this means the vendor is not a full Qualer user. More steps about that are later in the article.




Once you Approve the order, it will be "Received" by the Vendor for Fulfillment.



After your vendor completes the order, it will be sent back to your company to review attached documents and Sign Off.  You can review the documents pertaining to entire Service Order by selecting a document under the "Document List."



You can also review documents by single asset by clicking the blue document icon under the "Results' column and selecting an asset specific document in the popup table.  Also by selecting "Item Detail View" in this popup you will be taken to the asset's work detail in the work order.



Bypass Vendor Fulfillment


If you see bypass vendor fulfillment, the vendor is a sponsored Qualer vendor. There are two ways to handle this:


1. After sending them an invite, the vendor can log into their sponsored (Free) portal. For them, they will click on Service to see the list of all pending orders from your company. They can click on the order number to open the order sent.

The vendor can then accept the order and upload any documents they produce outside of Qualer. Once complete, they will click Sign Off to push the order back to you, the client. If they need to adjust the pass/fail results, they can do so following the steps outlined in point 2.


2. If the vendor sends the documents from the service, you can upload the information for them. Click Bypass Vendor Fulfillment on the order.

While the order is in Sign Off, upload any documents through the Documents on the order level (to apply the documents to all assets on the order), through the labels & reports section of each asset, or through the certificate icon on each asset.

Note: if this is a standard/tool being serviced, be sure the check boxes are checked in the Labels & Reports section of the work item.

Note: if the order is not in Sign Off, this process does not work. If it is off, go to Administration > Service Workflows > Work Request Flow tab to adjust the flow. More about flows is here: Service Workflows

If the Pass indicators for as found and as left need to be adjusted, click on the checkbox to the left of the asset(s) > hover over x item(s) selected > choose Bulk Reset Result Status.

From here, you can choose Fail override as needed.


For either of the steps outlined above, you must Sign Off the order for it to be complete. Any order that is pending from your end can be found under the Waiting for Sign Off section of Assets > Service Requests.