Request to rework expected completion dates in SMD Data Tracker

[atdservicebot]

What application are you using?

SMD Data Tracker

Describe the problem.

I'm hoping to make scheduling work easier, primarily for Markings. I'll be getting and/or developing SLA times for each Requester, e.g. goal is to complete all TED wo's in 4 months, CSRs is 60 days, SBO is 30 days, etc. I'd like to add fields in Knack, and then reconfigure the view to show like a "task" list and include "Deadline" and "Anticipated Start Date" to better assist us with scheduling expectations.

Describe the outcome you'd like to see when this feature is implemented.

Better expectations, both for Requesters and also internally within SMD: are we meeting requester needs.

Describe any workarounds you currently have in place or alternative solutions you've considered.

Currently the Supervisors or Esteban have to look through all WOs and make an informed and strategic decision. I'd like to help take some guesswork out of scheduling.

Is there anything else we should know?

Mid to late March or sooner.

Requested By Lauren S.

Request ID: DTS24-112770

[ChristinaTremel]

Notes from Sprint Review

• Additional Fields:
  • SLA Timeline field (different based on requester type)
    • Would want it to be editable
  • SLA Deadline (calculated ending date)
  • Estimated Work Time
  • Start By field for Esteban to fill out
    • Would be cool if we had an "Estimated Work Time" field that Esteban would fill out and have the SLA Deadline - Estimated Work Time
• Additional Views
  • View in Knack of a task list based on SLA deadline
  • Update scheduling views to work for Esteban
• Overall Notes:
  • Have a scheduling page but it is overwhelming because there's a lot of work orders
  • Esteban is doing most of the scheduling
  • Need to determine how to prioritize
• SLAs
  • 311 - 60 days
  • SBO - 30 days
  • Trying to collect SLAs from other requesters
  • Every requester probably has an SLA that they are communicating to their customers or expecting
  • Maintenance Plan - goals they want to hit
• Next Steps: Set up scoping meeting with Esteban and Joe Michael to look at the existing calendar, determine what's working/what's not working, and how we can improve the scheduling based on these new additional views

[ChristinaTremel]

6/26

• Scheduling has been going REALLY well for SMD and their backlog has been reduced significantly
• SLAs would help with the scheduling of work.
  • 311 | 60 days (Performance Measure)
  • SBO Whereabouts | 30 days (Performance Measure)
  • TED | 60 days (since they are related to CSRs)
    • Will need to check with TED to confirm the number of days they tell citizens
  • ATSD or Parkings if related to CSRs
    • SMD will think about what these other SLAs should be
• Other Scheduling Improvements
  • Edit Schedule form could use more details such as instructions, table of attachments, and extra details that Cole and Esteban have been discussing
  • Notifications when the SLA deadline is approaching
  • Update colors of Markings Work Schedule by adding color when the job has been closed or depending on which crew it's assigned to
• Cole is going to send me the list of items they would like to change on the schedule

[ChristinaTremel]

Add SLA Due Date field to Markings Work Orders

• SMD would like to have an SLA due date for the following requesters
  • SBO Whereabouts (SLA due date 60 days after SBO Completed Date)
  • 311 (SLA due date 60 days after 311 SR created date_
  • TED (find out from SMD if they've confirmed the number of days)
  • ATSD if CSR number is not blank (find out from SMD if they've confirmed these)
  • Parking Enterprise if CSR number is not blank (find out from SMD if they've confirmed these)

Changes for Markings Work Schedule Calendar view:

• New Color Filter - add a new color filter rule that if a Work Order status is Cancelled or Closed, the entry becomes grey on the calendar. This rule should supersede the other color rules and grey out all closed or canceled jobs.
• New Card Titles - update auto-title for each calendar item to include the WO number followed by the name of the individual it is “Issued To” (e.g. MKR24-037775; Carmen Flores).

Changes to Markings Work Schedule, Individual Ticket view:

• Add “Edit” View to Main Card - request to remove the “Edit” button from each card and display that information on the main card (second image screenshot above as example). Need to ensure this information will only display for Esteban, supervisors, and those who need editing privileges.
• Add Attachments - add new line item for “Attachments” and include link(s) to WO attachment(s). Possibly add “Attachment Description” if the text field isn’t cluttered. Can we align “attachment description” with each individual attachment?

Changes to Manage Schedule view:

• Add New Column, 311 & SBO Due Date - add “Due Date” column for 311 SRs and SBO tickets for internal use only. We can add additional SLAs as they are determined. Please add an auto-email notification when this due date field is within 2 weeks of being due. Is it possible to make these emails weekly as opposed to receiving individual emails for each item? So, we would in theory receive a weekly email that lets us know all open jobs that have a 311/SBO due date that falls within 2 weeks of the notification being sent out.
• Collapsed Table View - request to make both the Unscheduled Markings Jobs table and Scheduled Markings Work table collapsed upon the initial view of this page but still able to open both tables, as needed.