Ticket Creation:

Work Order Requirements:

• Work order to be entered into Woven.
• See SOP for WO creation or processing. 

WO Details: 

• Trade: IT-Software Support
• Facilities Comp: Applications/Software
• Reason:  DataTrak/ABC Ignite
• Type:  Facilities
• Priority:  High

• Assignment:  Vendor/Technician by Location Below

Call Out Instructions: 

• Business/After Hours: No contact needed.

Leading Questions:

1. Is there physical damage?
2. Does the device have power?
3. Do the peripheral accessories have power?
4. Is the device connected to the internet?
5. Has the device been rebooted?
6. Has the ABC Support Directory in the Leadership Library been referenced?
7. Can you provide a screenshot or photo of the error message?

Resolution Instructions:

1. Who is the proper contact according to ABC Support Directory?
2. Is the network issue Cerdant/Logically or ABC related?

https://static.helpjuice.com/helpjuice_production/uploads/upload/image/14979/3177596/1685304278246-ABC%2BSupport%2BDirectory.pdf

ABC Equipment:

This pertains to all equipment issued by ABC (i.e. Monitors, Scanners, VeriFones, Receipt Printers, Camera). When we receive an inquiry that there is an issue with a piece of equipment from ABC, the Club Leaders must reach out to ABC Technical (Tech) Support directly to troubleshoot first. If ABC is unable to resolve, UFP will further investigate. 

If the Club Leader reaches out to Tech Support and they’re unable to resolve, CM/AM’s will need to find out the following from the ABC Tech Support Representative: 

• What is their recommendation for resolution?
• If it’s a scanner, what type of scanner is it? 
  • Background Scanner: The Background Scanner scans QR Codes & UPC’s
  • Driver’s License Scanner: The Driver’s License Scanner scans Drivers Licenses & UPCs
• Is the item under warranty? 
• What is the Case Number? 
  • The Case Number is used to reference the case notes/discussion with the Club Leader; it’s very important that this is captured as our ABC Account Manager (Mike Thornton) references this when we inquire about next steps 

Once we receive this information from the Club Leader, we will reach out to Mike Thornton with the information provided by the leader and ask him to review the case notes. 

• If a new piece of equipment is needed: I always send and email to the RD (and CC the DM) to approve the order request. If it’s a scanner or monitor, I try to reach out to Graham to find out if we have any in backstock to ship out. If
• If the equipment is under warranty: ABC will typically send out a new piece of equipment, but if approval is needed, I always approve the request as it’s no charge to us. 

Once we figure out next steps, I always close the loop with the Club so they know next steps and if/when to prepare for an order. I always let them know that the new piece of equipment will arrive in 7-10 business days to be safe. 

If we’re going to create Woven Work Orders for these items, I think we should add a description that the leader should follow the steps in the ABC Support Directory before completing the Woven Work Order. The guide will call out that leaders need to reach out to Tech Support before submitting a Woven Work Order. Below are recommendations of questions to add in the Woven Work Order. 

1. Is this a piece of ABC Equipment? (see ABC Support Directory)
2. Have they reached out to ABC Tech Support? (yes/no)
   1. If yes, the next question should be the Case Number 
   2. If not, we need to prompt them to reach out to Tech Support and notate the items (listed above) that they need to gather before completing the form; they should not be able to move to the next question if they answer ‘no’
3. Indicate the piece of equipment:
   1. POS Monitor
   2. Background Scanner
   3. Driver’s License Scanner
   4. Receipt Printer 
   5. VeriFone
   6. Camera
   7. Other (have them enter what it is)
4. Have them describe the issue they’re having with the piece of equipment. 
   What is the Case Number? 
5. Is the item under warranty? 
6. What is the ABC Representative’s Recommendation for Resolution?

Once we have this gathered, IT will need to reach out to Mike Thornton with the information provided by the club, give him the Case Number to review and determine the next steps to resolution. This is handled on a case-by-case basis, but I’ll email you some examples of my Comms with Mike around equipment orders. 

Software (DT Server) Installation: 

If a UFP teammate needs DataTrak installed on their laptop or manager desktop, they need to submit a request to IT. Once the request is received, IT will need to reach out to Mike Thornton (mike.thornton@abcfitness.com) to add a note that the Club Leader can call ABC Tech Support to have DataTrak installed on their laptop. Requests can only be submitted to Mike by a Level 3 teammate (which Vince, Don and Daniel will all have Level 3 access).

The CM can submit a request for the club server and/or the Training 7100 server. The Training 7100 server was created for new hires to practice using DataTrak (it does not make changes to members profiles) for training purposes). 

Support Center Teammates, RD’s and DM’s will also submit requests for DataTrak to be installed on their laptop, we’ll need to gather the same information from them as we do the clubs. 

Here's what we need from the Club Leader (Woven Questions)

• The name and title of the teammate calling into Tech Support 
• The Server(s) that needs to be installed (i.e. Belton, TX (8258) or Training 7100) 
  • Generally, only one club server should be installed 
  • For context—RD/DM/SC teammates typically have one ‘DT Server’ downloaded on their laptops as the only thing you aren’t able to do from one server is cancel/create/rewrite a membership for a location other than the server location. For example, if you have 5150 Avondale installed, you wouldn’t be able to cancel/create/rewrite a membership for a member at the 7450 Buckeye location.  Your user is connected to the clubs you have reporting access to no matter what server you’re logged into.

Once the information is received, email Mike Thornton, an example template can be found below. 

Mike,
Can we please add a note for [RD/DM/CM/AM/SC Teammate], [Leader Name], to call Tech Support to have DT installed on [his/her] [laptop/manager desktop?

• Server: [Club Name, State (Identifier) #Club Number]

Thanks! 

Employee Access Code Requests: 

Employee Access Codes should be a required entry for a teammate to complete a POS transaction. The Employee Access code is a 4-digit code that is teammate-specific that is used to identify the teammate who completed the POS transactions. From time to time, Club Leaders will reach out to have this activated (sometimes they either don’t have it activated, or it becomes inactivated). When this happens, a Level 3 ABC Contact will need to reach out to ABC to request for the Club Leader to enable the POS access code. 

Here's what we need from the Club Leader (Woven Questions)

• ABC Request: Enable Employee Access Code Function 
• Terminal Number(s) needing the function enabled
• Teammate name and title calling Tech Support to install 

Email to ABC Tech Support: 

To: ABCTech Support (TechSupport@abcfitness.com) 

Team,

We need to enable the Employee Access Code function for [Club Number], Terminal #_. The [Leader Title], [First/Last Name] will call in to enable the function. Can you please add a note that [he/she] is able to call in and confirm once complete?

Thanks! 

Once confirmation is received by ABC, follow-up with the Leader that they can call Tech Support and enable the Employee Access code for their location.       

Escalation Instructions:

Send to either abchelp@unitedfp.com or open ticket with Cerdant/Logically.