TICO Edge Module Series:

The Getting Help module shows where to go when you need help using the TICO Edge platform. Users will learn where to find training articles with videos, in-app walkthrough guides and the different ways to contact the Decisiv support team to address platform related questions.

Click here to view the rest of the training modules created for TICO Edge.^[a]

Resource Center

Intro

The Resource Center appears in the bottom corner of your application. You can access it by clicking the blue button with the book logo.

Release Announcements

Whenever a new feature is available, we'll add a brief announcement to the Resource Center. A signal will appear so you know it's there, but you decide when to take a look.

Each announcement comes with a little info on the feature, a link to the full Release Notes, and sometimes a short walkthrough to show you how it works.

Access to Help Content

Along with announcements, the Resource Center also includes:

Tutorials specific to the page you're on
A link out to all our help center articles
Links for contacting support or giving feedback

Activating the ‘Show Me How’ section of Resource Center will allow you to activate the in-app tutorials mentioned above.

TICO Warranty Submission Guide

A great example of these guides includes a step by step overview of the TICO Warranty submission process. Once the ‘Show Me How’ section is opened, click the Submit TICO Warranty link to activate the guide and follow the prompts to complete the warranty submission process.

Accessing Decisiv Help Center

Click the ‘Search for Help’ to access the Decisiv Help Center and learn more tips and best practices when managing your Cases, assets, estimates and operations as a service provider using TICO Edge. Many of these help pages are set up with step by step instructions on top of a short training video to reinforce features and different areas of the platform.

Contacting Decisiv Support

In-App Options

Submitting an in-app support request is a really efficient way to contact the support team as it will compile your user contact info, the screen that you are currently on, and allow for a custom description to be sent in with your request. You can advise the Decisiv support team to either call or email back with your request and an electronic support ticket is created for the Decisiv team to follow up on.

There are 2 ways of contacting the Decisiv support team through the application.

Click the Help button on the top right corner of the screen.
Selecting the ‘Contact Support’ option from within the Resource Center. Clicking the Submit a Ticket button will bring you to the same screen as the Help button in the top right of TICO Edge.

Emailing Support Requests

Email is another option to initiate a support request. This method is good when there are attachments or any other co-workers, Decisiv and/or TICO reps that you want copied in with your request.

To email the Decisiv support team, email support@decisiv.com with a clear subject line of the request that you are making. Use the body of the email to go into further detail or examples of what you need reviewed. Our ticketing system will recognize the email and create a request for our support team to follow up.

Calling the Decisiv Support Team

Sometimes using the Help button or emailing support is not the easiest option, especially when the support request is rather complicated. If you’d rather speak to a support agent to initiate your request you can always call the Decisiv support team.

Decisiv Support Number: (804) 762-4153 option 2

Hours of Coverage: Monday - Friday from 8 am to 8 pm Eastern

You can also leave a message if all support lines are unavailable. A support agent will receive the voicemail and will follow up to resolve your request.

Add Operations and Parts to a Case

Part of the Service Provider role is adding operations and parts to a case and then sending an estimate for the parts or operations to the customer for approval before starting any service work.

Add Operations

Assign Reason for Repair to an Operation

Add Operations

There are three types of operations you can add to case:

Recommended Operations^[b]: Operations added by your administrator and recommended for the specific case and asset
Service Location Operations: Operations specific to your service location
Custom Operations: Operations created by you on-the-fly specific to the case

Recommended Operations

Recommended Operations can consist of Recalls, Pending Work, and Dealer Recommended Operations like a courtesy check.

If there are Recommended Operations for your case, you’ll first see them when creating a case.

If, for any reason, you don’t accept them when creating the case, you can accept them after the case is created before the estimate is approved.

To add a Recommended Operation:

Search for your case and open it for editing.
In the RECOMMENDED section of the left menu bar, click Operations.
Review the operations listed and check the checkboxes for any operations you want to add to your case.
To deselect an operation from the list, uncheck the checkbox next to the operation.
To deselect all the operations, click DECLINE ALL.
Click ACCEPT.

Service Location Operations

Service location operations are operations available at your service location. They’re derived from the dealer’s business system and configured by your administrator.

To add a Service Location Operation:

Search for your case and open it for editing.
From the Editing Case page, scroll down to the Operations table.
Enter any keywords for the operation in the search box next to the FIND OPERATION button, then click FIND OPERATION.

The Add Operation page will open with a list of operations that match your search and a list of all the operations available at your location.
Click the plus sign (+) buttons to expand each subsystem of operations or view the operation details.
When you find the operation you want, click the plug sign (+) button to view the operation details.
To add this one operation to your case, click ADD NOW.
The operation will be added to your case and you’ll be taken to the operation page to add any parts, pricing, or VMRS coding information.

To add this operation and more, click ADD TO LIST and search for the next operation until you added all the necessary operations.

From the Operations table on the Editing Case page, you can select any of the operations in the list to edit their pricing, parts, or VMRS codes as needed. Most of the information is probably configured as part of the operation already.

If you have any questions about an operation, contact your administrator.

Custom Operations

If you need to adjust the price for an operation or add an operation to your case that’s not currently in the system, you can create a Custom Operation.

Custom Operations are saved only to their case. They are not available for selection in other cases or by other users.

To add a Custom Operation:

Search for your case and open it for editing.
From the Editing Case page, scroll down to the Operations table.
Click CUSTOM OPERATION.
The Add Operation page will open to the Custom Operation tab.
Or, from the Add Operation page, click on the Custom Operation tab.
On the Add Operation page, enter the following:

Operation name in the Description field.
Number of hours spent on labor in the Labor field.
Skill Level, Fixed Price, or Fixed Total Price in their appropriate fields.
You can only use one of these options to determine the price of the operation.
Notes related to the operation, such as why you needed to create a custom operation.

Click SAVE.
The operation will open in another page for you to continue editing.
Make any changes as needed to the parts, pricing, and VMRS coding.
Make sure to save your changes and submit your parts before returning to the case.

The Custom Operation will appear in the Operations table on the Editing Case page.

Once the desired operation is added to the Decisiv case, parts can be added to the operation itself.

Assign Reason for Repair to an Operation

After you add an operation to your case, you can a Reason for Repair to it. This differs from the Reason for Repair you select for a case on the CASE INFO (VMRS) tab in that it applies only to that operation.

For more on setting the Reason for Repair for a case, see also: Enter Case Information^[c]

You have two options for where you can set the Reason for Repair for an operation:

On the Editing Operation page while you're editing other details about the operation.
On the Editing Case page where you can set it for multiple operations added to the case.

On the Editing Operation page

When you click ADD NOW for an operation to add it to a case, the system automatically opens the Editing Operation page for you to review and update any information about the operation.

If you're not already on this page, you can get to it going to the Editing Case page, scrolling down to the Operations list, and clicking the name of operation from the list.

Once you're on the Editing Operation page, you can set the Reason for Repair for the operation using the Reason for Repair dropdown in the VMRS Coding section. It includes every Reason for Repair enabled for the location.

To select a Reason for Repair:

Click the dropdown, then search for a reason from the list.
You can scroll through the list or begin typing the reason to filter your results.
Select it from the list and the field to the left of it will populate with your selection.
Once selected, click SAVE CHANGES.

On the Editing Case page

The Editing Case page gives you a subset of Reasons for Repair that you can apply to one or more of the operations added to the case. This subset is made up of reasons that result in the price of the operation being zeroed out (e.g., Warranty).

To set the Reason for Repair from the Editing Case page:

Check one or more operations from the list that you want to apply the Reason for Repair.
Then use the Reason for Repair dropdown to select a reason.
Once selected, the Reason for Repair is saved, the price of the operations update, and the correct badge is added to the operations.

To set the Reason for Repair to anything else, see above: On the Editing Operation page^[d]

Add Parts Manually

From the Portal, click on your location.
Click Cases on the top menu bar.
Click on your selected case number
On the Editing Case page, scroll to the bottom and click on the operation that needs a part.
On the Operation page, scroll down to the Parts section.
Enter part number, quantity, description, and pricing information.
Once all part information has been entered, click ADD ROW to place the part in queue for submission.
Repeat the above steps 6-7 for any additional parts needed.
To delete any part in the queue, click the trash can icon under the ACTIONS column for that part.
Once all parts are ready for submission, click SUBMIT PARTS.

The part will be added to the operation and a green checkmark will be displayed next to it to confirm.
Add Parts from your DMS

NOTE: If an “invalid part” error message is returned when you click SUBMIT PARTS, there may be a complication with the part number or the integration itself. See your admin for details.

Create a Case

There are multiple ways to create a case, including:

From a Service Request

Service Provider users can create cases directly from the Service Requests page by responding by choosing to Accept or Decline on incoming service requests. Accepting a request will create a new case.

To accept a service request and create a case from it:

Open your location from the Portal.
From the menu bar, click Service Requests
In the ACTION column for your selected request, click RESPOND.
The RESPOND button only appears for service requests with a Pending status.
On the Service Request page, select Accept, then enter an appointment time or notes when possible.
Click SEND RESPONSE.

After you click SEND RESPONSE, a case is created and a message is sent to the customer confirming their request was accepted and a case was created.

From a Search Result

Service Provider users can create a new case directly from the asset search results.

To create a case from asset search results:

Open your location from the Portal.
From the menu bar, click Search.
In the Asset section, select a field to search by.
Enter your search criteria.
Click SEARCH.
From the search results, in the ACTIONS column for the asset, click [New Case].

A case is created for that asset, and the Editing Case page opens for you to enter any additional information.

From the Edit Asset Page

Service Provider users can create cases on assets from the Edit Asset screen.

To create a case from the Edit Asset page:

Open your location from the Portal.
Search for and select your asset to display the Edit Asset page.
From the top right corner, click New Case.

A case is created for that asset, and the Editing Case page opens for you to enter any additional information.

From Mobile Check-In

Service Provider users can create a case by scanning an asset’s QR code with a tablet or smartphone via the Decisiv mobile site.

NOTE: If the asset does not have a QR code, you can find and print the QR code from the Edit Asset page.

To create a case through mobile-check in:

Scan the asset QR code with a tablet or smart device.
You’re directed to the application’s mobile site where you can view the asset’s current information.
Click Check-In to create a case.

On the Check-In page, enter or update case information and select a Notification Recipient from the dropdown menu.

Click Finish Check-In at the bottom of the page.

After you click Finish Check-In, the case is created, a message is sent to the customer informing them the case was created, and you’re directed to the mobile version of the Case page.

From the Customer’s Asset List

Service Provider users can create cases from customer assets saved to their profile in Decisiv. The Asset List page will show all assets currently saved under the customer profile.

To create a case from the customer asset list:

On the Asset List page for the customer, locate your desired asset in the list.
From the column in the far right, click [New Case] for the asset.

After you click [New Case], the case is created, a message is sent to the customer informing them the case was created, and the Editing Case page opens for the newly created case.

Use Quick Actions

At the top of the Editing Case page, there are four quick action buttons you can use on a case.

Check-In

Click this button when it’s time to check the asset into your location.

It will automatically post the case to the customer.

The repair status will update to Checked-In and the notes you enter along with a date and time stamp will be captured in the Notes of the case.

Depending on your location setting, the system may set a Follow-Up Time. For more information, contact our administrator.

Request Approval

Click this button to request approval for the first estimate and any subsequent estimates.

It will automatically post the latest estimate to the customer for review.

The repair status will update to Hold (auth) and the notes you enter along with a date and time stamp will be captured in the Notes of the case.

Asset Ready:

Click this button as soon as repairs are complete.

It will automatically inform the customer the asset is ready and waiting at the shop.

The repair status will update to Complete (here) and the notes you enter along with a date and time stamp will be captured in the Notes of the case.

Depending on your location settings, the system may set a Follow-Up Time. For more information, contact your administrator.

Asset In Service:

Click this button when repairs are complete and the customer has picked up and paid for the asset.

It will automatically inform the customer the asset is done and left the shop.

The repair status will update to Complete (gone) and the notes you enter along with a date and time stamp will be captured in the Notes of the case.

Depending on your location settings, the system may set a Follow-Up Time. For more information, contact your administrator.

To perform a quick action on a case:

Search for the case and open it for editing.
Click the desired Quick Action.
They appear in green right below the Case Number.
Pick a recipient from the list to notify.
Enter the Arrived At time, ETR, or ATR, etc. depending on the button used.
Input a custom note.
Click OK.

Upload Attachments to a Case

You can upload files to a case using the Attachments section of the Editing Case screen.

By adding pictures of failed parts, dyno reports, alignment print outs, and final invoices your customer can be completely informed on every case and maintain a complete repair history of the asset. Watch this short video to learn how.

NOTE: Max file size is 10MB. All file types are accepted except .exe, .js, .sh, .shar files.

To upload files to a case:

Search for and select your case for editing.
From the tab menu near the top, select ATTACHMENTS.
To upload a file, drag-and-drop it to the File field, or click CHOOSE FILE to select a file and Open it.

To upload multiple attachments, click CHOOSE FILE, then hold down the Ctrl, Shift, or Command key while selecting multiple files, and click Open.

To make sure only internal users at your service location can see it, check Internal (private).
Otherwise, the customer will be able to see it.
Enter a description of the file, and click Upload.

Once the attachment uploads, depending on the Internal settings, you and others can view it. As the user who uploaded it, you can also change its visibility or delete it.

To view the attachment:

Click the file in the FILENAME column.

To change the visibility of the attachment:

Click the dropdown under the ACTIONS column and select:

Internal to keep it within your service location
Customer to allow the customer to see it

To delete the attachment:

Click Delete under the ACTIONS column.

Edit File Descriptions

After you upload an attachment, you can edit the Description for the file at any time by clicking the [edit] button next to the Description. You can CANCEL, SAVE, or CLEAR the new description.

Assign a Case to Another User

You can reassign a case from one person or department to another using the Workflow feature.

Using the Workflow feature to move a case around helps keep all departments involved and helps create accountability.

Each time you use the Workflow feature, it timestamps who reassigned it and who it was previously assigned to.

To reassign a case to other members of the team:

On the toolbar of the Editing Case screen, click WORKFLOW.
Select the user to assign the case to from the ASSIGN TO dropdown.
Enter a comment regarding the assignment change into the COMMENTS section.
To create a Saved Response from it, click New.
To use a Saved Response, select an option from the Saved Response drop-down and click Insert.
To learn more about saving responses, see also: Can I save a response and use it again later?^[e]
When you're ready, click Submit.

The case will be reassigned to the selected user. They'll receive an email (if they enabled email notifications) with the comment you entered and a link to the case. The reassignment and comment you entered will also appear in the PREVIOUS ASSIGNMENTS list and the NOTES list.

NOTE: Once the case is assigned to another person/department, that case will disappear from your My Cases section of the Cases screen.

Can I save a response and use it again later?

The Saved Response feature is a time-saving tool available throughout multiple screens in the system via the Editing Case page.

It allows you to create a saved response for quick use later in the notes section of the case, the complaint notes, and even the correction field.

Saved Response Locations

You can create and use saved responses in the following places from the Editing Case page:

Quick Action Buttons

Editing Case Notes

Workflow

Complaint, Cause, and Correction at the Case Level

Create a Saved Response

To create a saved response:

Go to one the location above in which you want to create the response.
Type the message you wish to save into the Note field, then click NEW.

Once the response is saved, a green checkmark will appear next to the buttons and you will see your newly added response in the dropdown menu.

To use a saved response:

Go to any selected location above via the Editing Case page in which you want to create the response.
Use the SELECT A SAVED RESPONSE to select your saved response.
Click INSERT.

The saved response will be inserted into the Note or Comments section.

To delete a saved response:

Go to any location above via the Editing Case page in which you want to delete the response.
Use the SELECT A SAVED RESPONSE to select your saved response.
Click DELETE.

View Case Status Information

The Status Info section of the Editing Case page contains all the timestamps and status information related to the repair.

While you do need to manually enter some of the Status Info section, you can also update most of the fields via the green workflow buttons at the top of the Editing Case page.

Below is an overview of each field in the Status Info section and how they are populated.

Created

The Created field lists the date/time the case was created and the first/last name of the user who created the case.

This field is populated after a user clicks the New Case button for an asset and is taken to the Editing Case page for the new case.

Closed

The Closed field lists the date/time the case was closed and the first/last name of the user who closed the case.

This field is populated after a user clicks the CLOSE button on a case.

Asset Arrived

The Asset Arrived field lists the time the asset arrived in the shop.

To edit the Asset Arrived field, do one of the following:

At the top of the page, click CHECK IN.
Enter the time the asset arrived in the Arrived At field, then click OK.
Next to the Asset Arrived field, click [edit], enter the time the asset arrived, then click SAVE.

Asset Checked In

To edit the Asset Checked In field, do one of the following:

At the top of the page, click CHECK IN.
Select recipients and enter any information as needed, then click OK.
Next to the Asset Checked In field, click [edit], enter the time the asset was checked in, then click SAVE.

Asset Departed

To edit the Asset Checked In field, do one of the following:

At the top of the page, click ASSET IN SERVICE.
Select recipients and enter a note as needed, then click OK.
Next to the Asset Departed field, click [edit], enter the time the asset departed, then click SAVE.

ETR (Estimated Time of Repair)

The ETR reflects the time in which the service provider estimates they’ll finish the repairs.

To edit the ETR field, do one of the following:

At the top of the page, click REQUEST APPROVAL.
Select recipients, enter an ETR, and enter a note as needed, then click OK.
Next to the ETR field, click [edit], enter the ETR, then click SAVE.

ATR (Actual Time of Repair)

The ATR reflects the time in which the repair was actually completed.

To edit the ATR field, do one of the following:

At the top of the page, click REQUEST APPROVAL.
Select recipients, enter an ATR, and enter a note as needed, then click OK.
Next to the ATR field, click [edit], enter the ATR, then click SAVE.

Follow Up

Depending on your location, the Follow Up time is usually updated each time you use one of the green workflow buttons to move the case forward in the workflow.

The system adds a certain amount of time to the time in which you changed the case status to create the Follow Up time. The amount of time added is configured by your administrator.

To edit the Follow Up field manually:

Next to the Follow Up field, click [edit].
Enter a new Follow Up time, then click SAVE.

Asset Down Time

The Asset Down Time field lists the time in which the asset stopped being in service as reported by the customer.

To edit the time the asset stopped being in service manually:

Next to the Asset Down Time field, click [edit]
Enter a time, then click SAVE.

Asset Up Time

The Asset Up Time field lists the time in which the asset starting being in service again after repairs completed.

To edit the time the asset starting being in service again manually:

Next to the Asset Up Time field, click [edit].
Enter a time, then click SAVE.

Total Downtime

The Total Downtime field isn’t populated until timestamps have been entered for both the Asset Down Time and Asset Up Time. Once both fields are populated, the system calculates the Total Downtime by subtracting the Asset Up Time from the Asset Down Time.

Repair Status

The Repair Status field reflects the current status of the repair and is updated automatically when you use the green workflow buttons on the Editing Case page.

You can also update the Repair Status manually by selecting a new status from the Repair Status dropdown.

Approval

The Approval field reflects whether or not the estimate has been approved by the customer.

To approve an estimate, click [sign estimate] next to the Approval field, use your cursor or finger (depending on your device) to enter a signature in the box, and click SIGN ESTIMATE.

Once you approve an estimate, you cannot remove the signature or change the approval status.

Hours after check-In to schedule follow up

You can use the Hours after check-In to schedule follow up setting to set automatic Follow-Up Times for a case after check-in.

The Follow-Up Times are determined by the number of hours you enter added to the time the user clicks the Check-In button.

For example, if you set it to 24 hours and a user clicks Check-In at noon on a Tuesday, the Follow-Up Time is set to noon the following day.

To set automatic Follow-Up Times:

Click Admin from the menu bar, then click Location Information.
Select the Features tab, and look for the Hours after check-In to schedule follow up field.
Enter a whole number for the number of hours, and click SAVE FEATURES.

Reset Follow-Up Time

By default, when users click the Asset Ready or Asset in Service quick action button, the follow-up time is also automatically set based on the Hours after check-In to schedule follow up setting on the same screen.

If there’s no real follow-up action required by your location, you can disable this setting so that the Follow-Up Time is cleared.

This is especially helpful if your cases do not automatically close from their DMS, and your cases frequently turn red due to expired Follow-Up Times.

To change this setting:

Click Admin from the menu bar, then click Location Information.
Select the Features tab, and look for the Reset Follow-Up Time dropdown.
From the dropdown, select a value, then click SAVE FEATURES.

Yes - reset the follow-up times when users click the Asset Ready or Asset in Service quick action button
No - clear the Follow-Up Time users click the Asset Ready or Asset in Service quick action button

Best Practices Reports

When viewing the list of reports, you may see a few that say Best Practices in their name. For example, Best Practices by Fleet Report and Best Practices by Service Provider Report

The metrics provided in the Best Practices reports enable Service Providers and OEMs to review the performance of Service Advisors and locations over specific time periods. The outcomes of the Best Practices reports include:

Documented criteria for function-specific best practices.
The ability to easily highlight specific areas of success.

With benchmarking and best practices, you can:

Improve your quality.
Create reference points so you can set higher performance targets.
Easily see when stretched goals won’t be possible to achieve.
Strengthen your cost positions.
Explore more innovative approaches to operating and managing practices.
Accelerate culture changes by looking outward rather than focusing inward.
Increase your organization’s accountability by measuring performance and ensuring improvement relative to the leaders in the field as an ongoing process.

Insite has Best Practices reports by Service Provider, Service Advisor or month. The Best Practices by Month report is grouped by the month the case was created. Best Practices by Service Advisor reports are grouped by the user assigned to the case when it was created.

The table below further defines what each metric in the report measures.

	Metric	Description
Measures
1	Count of Cases	Sum all cases created within the specified date range.
2	Updated Mileage	Percentage of cases with mileage updated. The sum of cases with updated mileage divided by the sum of all cases created within the specified date range.
3	Driver Email Address	The sum of cases with a driver email address divided by by the sum of all cases created within the specified date range. Percentage of cases with the driver email address
4	Primary Contact Email Address	Percentage of cases with primary contact email address. This is the Primary Contact Email field that displays on the Breakdown (VMRS) screen
5	Primary Contact Email Address (Sum)	Sum of cases that contain a Primary Contact Email from the Breakdown (VMRS) screen
6	Case Level Complaint (Operator Report)	The Complaint code is a 2-digit Code Key 82 VMRS Complaint (Operator Report) Code for the case. This value represents the percentage of cases that use the VMRS coding for Complaint (Operator Report)
7	Case Level Complaint Description	Percentage of cases that contain a case level Complaint Description, which is the text description for Complaint (Operator Report) (code key 82). (Case)
8	Reason for Repair	Percentage of cases that use the VMRS coding for Reason for Repair, which is code key 14
9	Asset Checked In (Time Populated)	Percentage of cases that have the Asset Checked In time stamp populated
Case Communication
10	1 or More Estimate Versions	The percentage of cases that have one or more estimate versions. This metric is useful to measure the engagement between the fleet and provider as well as the workflow by the provider.
11	Avg. Estimate Versions Per Case	Average number of estimate versions per case with at least one estimate version.
12	1 or More External Service Location Note	Percentage of cases with one or more external service location notes. This metric is useful to measure the engagement between the fleet and provider.
13	Average External Service Location Notes Per Case (when present)	Average number of external service location notes for cases where the notes are present.
14	Attachments %	Percentage of cases that have attachments.
15	Attachments Per Case (when present)	Average number of attachments for cases with attachments
16	Count of Cases with First Note to Customer Timestamp populated	Sum of cases with a note to the customer
17	% Cases with First Note to Customer Timestamp populated	Percentage of cases that have a note sent to the customer
Status Management
18	Request Approval (Hold (auth))	Percentage of cases where the Repair Status was set to Hold (auth). The Request Approval timestamp represents when Repair Status was first set to Hold (Auth).
19	Asset Ready (Complete (here))	Percentage of cases where the Repair Status was set to Complete (here). The Asset Ready timestamp represents when Repair Status was first set to Complete (Here)
20	Asset in Service (Complete (gone))	Percentage of cases where the Repair Status was set to Complete (gone).
21	ETR Best Practice	Percentage of cases where the ETR (Estimate Time of Repair) is set.
22	ATR Best Practice	Percentage of cases where the ATR (Actual Time of Repair) is set.
23	Count of Closed Cases	Sum of closed cases
Case Activity
24	Inspection Performed (Average)	Percentage of cases with at least one completed inspection.
25	Workflow Greater Than or Equal to 1	Percentage of cases where the case was assigned to another user via the Workflow button at least once.
26	Average Workflow Per Case	Average times a case has been assigned to another user via the Workflow button.
27	Internal Notes Greater Than 1	Percentage of cases with one or more internal notes.
28	Average Internal Notes per Case (when present)	Average number of internal notes for cases where at least one internal note present.
29	Follow Up Time Greater Than 1	Percentage of cases where the Follow Up time was set more than one time.
30	Average Follow Up Times Set per Case (when present)	Average number of times Follow Up was set per case with Follow Up set at least once.
31	Average External Service Location Notes Per Case (when present)	Average number of external service location notes for cases where the notes are present.
Performance
32	Count of Fleet Requested Cases	Sum of cases where a fleet registered in the Decisiv application created the case.
33	Appointments (% of Cases with Appointments)	Percentage of cases with an appointment
34	Estimate vs. Invoice (% Eligible)	Percentage of cases with both estimate Total and Invoice Amount populated.
35	Estimate vs. Invoice (% Variance)	On cases with both Total and Invoice Amount populated, the average % variance when comparing Estimate Total to Invoice Amount.
Invoice Activity
37	Invoice $ Present	Percentage of cases where Invoice Amount is present
38	Invoice Date Present	Percentage of cases where Invoice Date is present
39	Invoice Number Present	Percentage of cases where Invoice Number is present
40	Count of Ro Number	Sum of cases with RO Number present.
41	Not Sold Labor Sum	Sum of the total cost of labor on all operations added to the case where the operation was not sold.
42	Not Sold Parts Sum	Sum of the total cost of parts on all operations added to the case where the operation was not sold.
43	Labor Total	Sum of the total labor cost on the case.
44	Part Total	Sum of the total part cost on a case.
45	% RO to Case	Percentage of cases with RO Number populated

Have step one to have fleet registration form completed

Create an Inspection

Creating inspections in Builder and then adding those inspections to a case bring more speed and consistency to the inspection process because it allows you to configure a different line item for each position, zone, and location that needs to be inspected as well as configure the possible outcomes that can be selected when the inspection is done.

You can create an inspection in Builder by:

First creating an operation
Then adding the inspection line items
Then creating the separate locations for each line item
And finally creating the possible outcomes or selecting an outcome group for each inspection line item location.

An operation in Builder becomes an inspection once you add an inspection line item to it.

To create an inspection:

Create an operation and variation for your location by following the steps mentioned here: Create a New Operation in Builder^[f]. When you get to the Variation Details page, click +NEW INSPECTION.
If you have an operation that you want to turn into an inspection, search for the operation, click the pencil icon under the Actions column for it, and click Show on the Edit Operation page. Then scroll down to the Inspections section and click NEW INSPECTION LINE ITEM.
On the New Inspection page, enter a name for the Inspection Line Item in the Inspection Description field.
For example, “Brake System”.
If this is the first inspection line item you want completed as part of the inspection, set the Position to 1. If not, enter the appropriate number for the Position.
The Position number determines the order it’s listed on the Inspection.
NOTE: The Position increments by 10s so that if you find an item needs to go before another you can set the position to another number closer to 1 and have it appear higher on your list. If you go in order of 1, 2, 3, 4 then move a different item into position 2, you would have to reorganize the rest of the list from 2 onward.
To create Zones, enter a Zone name to create a way to segment the inspection items.
If known, enter the VMRS Code.
Click SAVE & PROCEED.
On the Inspection Line Details page, click + add a location.
In the Location Description field, enter a description of what area of the asset needs to be inspected and what they need to look for.
For example, “Service Brakes”
If known, enter the VRMS Code.
If you’ve already created an Outcome Group that can be used for this inspection line item, select it from the Outcome Group dropdown, and click SAVE & PROCEED to finish.
The Outcome Group is the list of possible outcomes the technician can select for the Location’s inspection and whether or not that outcome indicates the inspection passed.
See also: Create an Outcome Group
If not, click SAVE & PROCEED to save the Location and then continue with the steps below.
For the Outcome Description, enter a short description for users to select from to select this outcome.
For example, "Ok" or “Needs Repair”.
In the Position field, review the order in which this outcome will appear. The system does this for you as you create the list, but you can edit them as needed.
If you want the user to be able to enter a note as to why they chose this particular outcome, check the Notable checkbox.
If by selecting this outcome, the inspection line item should receive a passing result, check the Performed checkbox.
DO NOT check this checkbox for failed outcomes.
If by selecting this outcome, you want to trigger additional operations, search for and select the operation from the Operations field.
NOTE: The operation must already exist for your service location in the Builder application for it to appear as an option to select in this field.
Click SAVE.
Repeat steps 11-16 until you’ve created every possible Outcome for that Inspection Line Item.
Then repeat steps 6-17 until you’ve created every Location that needs to be inspected as part of the Inspection Line Item.
Finally, repeat steps 1-18 for every other Inspection Line Item that needs to be completed as part of this Inspection.

When you’ve finished creating your inspection line items with their specific locations and possible outcomes, your inspection is complete.

Users within your service location can now add this inspection to an estimate and then complete the inspection using the Case application on their mobile device.

Create an Inspection in Builder

You can create an inspection in Builder by:

First creating an operation
Then adding the inspection line items
Then creating the separate locations for each line item
And finally creating the possible outcomes or selecting an outcome group for each inspection line-item location.

An operation in Builder becomes an inspection once you add an inspection line item to it.

To create an inspection:

Create an operation and variation for your location by following the steps mentioned here: Create a New Operation in Builder^[g]. When you get to the Variation Details page, click +NEW INSPECTION.

If you have an operation that you want to turn into an inspection, search for the operation, click the pencil icon under the Actions column for it, and click Show on the Edit Operation page. Then scroll down to the Inspections section and click NEW INSPECTION LINE ITEM.

On the New Inspection page, enter a name for the Inspection Line Item in the Inspection Description field.

For example, “Brake System”.

If this is the first inspection line item you want completed as part of the inspection, set the Position to 1. If not, enter the appropriate number for the Position.

The Position number determines the order it’s listed on the Inspection. The Position increments by 10s so that if you find an item needs to go before another you can set the position to another number closer to 1 and have it appear higher on your list. If you go in order of 1, 2, 3, 4 then move a different item into position 2, you would have to reorganize the rest of the list from 2 onward.

To create Zones, enter a Zone name to create a way to segment the inspection items.
If known, enter the VMRS Code.
Click SAVE & PROCEED.
On the Inspection Line Details page, click + add a location.

In the Location Description field, enter a description of what area of the asset needs to be inspected and what they need to look for.

For example, “Left-Front, Right-Front.”

If known, enter the VRMS Code.
If you’ve already created an Outcome Group that can be used for this inspection line item, select it from the Outcome Group dropdown, and click SAVE & PROCEED to finish.

The Outcome Group is the list of possible outcomes the technician can select for the Location’s inspection and whether or not that outcome indicates the inspection passed.

EDGE CONNECT Overview

EDGE Connect is included with the purchase of all new TICO Pro-Spotters for 2 years from PDI.
TICO Uptime Center will activate the device upon receipt and acceptance of the unit’s Pre-Delivery Inspection. The customer or dealer is not responsible for activating.
For aftermarket solutions, please reference the aftermarket Edge Connect program through the TICO parts department.
All telematics data is fed into the TICO EDGE platform for streamlined and efficient use.

Edge Connect Fault Data Details

Overview of fault code case creation

Service Now Severity definition:

Service Now (Amber) faults, otherwise known as Diagnostic Trouble Codes (DTC's) are triggered when a concern with the equipment is present. Service Now codes generally relate to issues that lead to equipment derating and require prompt attention (Please see example below).

Case w/ Faults tab created by TICO Diagnostics

Service Now (Amber) level fault codes automatically produce a case in Edge for the Fleet and TICO's Uptime Center. The automatically created case enables both partners to take further action in rectifying equipment concerns by having the critical fault data available (Please see examples below).

Fault Action/Details

When a Cummins FiberRed fault is present, a dedicated faults tab will be available to both the Fleet and Uptime center. Details such as snapshot readings, onboard diagnostic values, Status, Fault Code Descriptions, Related Faults, Last Occurrence, and Counts are available. (Please see example below).

Diagnostic History

Each time a fault is present, the fault information is stored for historical purposes at the case level. Users can always search for the equipment and view fault code history from the case Faults tab. (Please see example below)

Edge Connect Preferences

Setting up Fault Code case creation Notification Preferences

All Edge users have a wealth of notification types available to them and can easily establish their notification preferences by visiting their My Profile area. The Vehicle Notification Messages are specifically designed with Telematics notifications in mind. Users can enable both email and text messages/SMS notifications for Asset Arrived, Departed, as well as High, Medium, and Low Severity Faults. (Please see example below)

Edge Connect Uptime Center Involvement

When an active fault is present on Edge Connect enabled equipment, a case is automatically created at TICO's Uptime Center with all fault details and is automatically available to the fleet as well. This enables both the Uptime center and the Fleet to be proactive and work together to efficiently rectify concerns.

Edge Connect Meter Data

With Edge Connect enabled equipment, both engine hours and mileage are updated hourly in addition to each time a fault code is triggered. Engine hours and mileage updates are viewable via the Edge equipment profile, active cases, as well as by Edges standard reporting services. (Please see example below)

Edge Connect Hour Meter Reporting and Insite Subscription Creation

This can be found in Insite as a Standard report at the Fleet level (all fleets). The fleet user will need to go into Insite and create a subscription to run this report to be emailed. The Standard report is named “Asset Listing with PM Schedules Report” and contains many fields but will focus on the following:

Chassis ID
Unit Number
Most Recent Mileage
Mileage Update At
Most Recent Engine Hours
Engine Hours Updated At

To enable the “Asset Listing with PM Schedules Report” as a subscription, from the Fleet Reports folder in Insite, right click on the report name and select “Subscribe…”

From the Scheduled Jobs screen, click on Create Schedule

Select the Reccurence Type to create the schedule based off a Simple occurrence or more complex Calendar occurrence to choose the days and times of the week desired to execute the subscription.

Select Output Options tab to tailor the file name, description, time zone, and format of the file to be delivered.

On the Notifications tab, input the email address or addresses of the individuals who need to receive this subscription notification. Please note, the addresses here do not need to be users of Edge or Insite but anyone who would benefit from seeing this report. The email subject line, message, and options on full or zip attachment can be selected. Once finalized, click the Save button to create the subscription.

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