Resolving Issues

Choose one of the following resolution types:

• We fixed it ourselves -- A team member resolved the issue in-house
• Technician fixed it -- An external service provider repaired the equipment
• Issue resolved on its own -- The problem went away without intervention
• Logged in error / Not an issue -- This was a false alarm or misdiagnosis
• Other -- A different resolution not listed above

This field is required.

If staff members are configured in your account, you can select the person who resolved the issue from a dropdown.

The date defaults to today. Use the calendar picker to select a different date if the issue was resolved earlier.

Describe how the issue was resolved, what was done, and any parts replaced. This information is stored in the issue timeline for future reference.

Click Additional details to expand optional fields:

• Root cause -- What caused the issue (e.g., "worn gasket", "power surge", "user error")
• Preventive action -- Steps to prevent recurrence (e.g., "schedule regular maintenance", "install surge protector")

Click Mark Resolved to close the issue. The issue status changes to Resolved, the equipment status is updated to operational (if no other open issues exist), and a success notification appears.

The dialog shows a summary card with:

• Issue title and reported date
• Issue description
• Equipment details (name, manufacturer, model, serial number, location)
• AI Diagnosis summary (if a diagnostic report or chat has been completed)
• Number of photos attached

Choose a saved service provider from the dropdown. The list shows provider names with company names and preferred-provider stars.

If your provider is not listed, select Add new technician to add one inline. The add form includes:

• Technician Name (required)
• Company Name
• Phone
• Email
• Specialty (e.g., "Dental Chairs", "X-Ray")
• Notes
• Preferred Provider toggle

Once added, the new provider is automatically selected.

Use the action buttons to reach out to the provider:

• Copy Summary -- Copies the full issue summary to your clipboard for pasting into a call or message
• Email Summary -- Opens your email client with a pre-filled message containing the issue details and equipment information
• Call -- Opens the phone dialer with the provider's phone number (if available)

Use the calendar picker to set when the technician is expected to arrive. This helps track whether service is on schedule. Only future dates can be selected.

Click I've Scheduled Service to update the issue status to Awaiting Tech and record the escalation timestamp. If you set an expected date, it is displayed in the issue details.

Choose the provider who performed the service, or select Skip - enter details later if you want to document the visit without specifying a provider.

You can also select Add new technician to add a new provider on the spot.

Select one of two documentation methods:

• Send Link to Technician (recommended) -- Generates a unique link and QR code that the technician can use to fill out the visit report on their mobile device. Benefits:
  • No app download required
  • Technician fills the form at their convenience
  • Automatically linked to the issue
• I'll Fill It Out -- You document the visit details yourself after the technician completes their work.

The dialog shows an Issue Summary for Technician card with equipment details, serial number, location, issue description, and AI diagnosis (if available). Use the Copy Summary or Email Summary buttons to share this information.

Click Record Technician Visit to finalize. If you chose "Send Link to Technician", a QR code screen appears (see below). If you chose "I'll Fill It Out", the dialog closes and you can document details from the Service tab later.