The third step will be based on the needs of the situation.
If required, you can work through the troubleshooting process with the technician using the Event as a means of communication.
If the situation requires no messages, photos, or videos to be sent you can move onto step four.
1. Technicians can send photos and messages directly in the Event
When a technician sends information it will be received in the Event like a text message. You can view any photos sent directly from the Event Timelines media viewer.
2. To respond, click the "Add Public Comment or Internal Note" Textbox and type your message
Once you have typed your message in the text box, click the "Add Comment" button to send it to the technician.
Any messages you send will be received on the Technicians phone as a text message.
3. The Technician should send a status update once the cause of the issue has been identified
Whether you worked together through troubleshooting or not. The technician should send a status update reporting the issue once it's been identified.
At this point you can determine the appropriate corrective action.