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How do I manage problem messages for an order?

You can report and manage problems with an order (e.g. the waste disposal company has not turned up) via the software. We explain how to do this in this article.

Report a problem for an order

If you want to report a problem for an order, admins can do this either in the location overview via the corresponding action button of the respective container (option 1) or via the order management in the detailed view of the respective order (option 2). As a location user, you can only report problems via the location overview. Both options are described below.

Option 1: Report a problem via the location overview

  1. Via Disposal > Location overview, you can access the location overview, where you can search for specific locations (e.g. branches) and view the associated containers.
    In the search bar, enter the location where you want to report a problem for an order.
  2. You can search for various location data here, e.g. location title or number.
  3. The overview of the location you have searched for opens. If you have more than one journey point at the location, you can switch between them using the tabs. If the list of locations is longer, navigate the tabs to the left and right using the arrow buttons displayed.
  4. In the list, select the container for which you want to report a problem.
  5. Click on the red exclamation mark icon in the ‘Actions’ column. A new window opens.
  6. Select the relevant problem from the drop-down menu.
  7. Add further information in the line below to describe the problem in more detail.
  8. Report the problem by clicking on Report problem.
  9. The message is sent to the e-mail address stored in the software. This is also specified in the form.

Option 2: Report problem via order management (only for admins)

  1. Via Disposal > Order management, you can access the order overview, in which all orders are listed.
  2. In the list, select the order for which you want to report a problem. Tip: Use the various search fields and filters to do this.
  3. Once you have found the relevant order, click on Details in the respective line. The detailed view of the order opens.
  4. Click on the ‘Problems’ tab. The overview with all problems for this order opens.
  5. Click on the ‘Report problem’ button. A new window opens.
  6. Select the relevant problem from the drop-down menu.
  7. Add further information in the line below to describe the problem in more detail.
  8. Report the problem by clicking on ‘Report problem’.
  9. The message will be sent to the e-mail address stored in the software. This is also specified in the form.
You have successfully reported a problem with an order.

Editing Problem Reports for an Order

There are two ways to access the detailed view of an order: either by searching for the relevant container in the location overview and clicking on the corresponding order status (Option 1) or by directly searching for the specific order in the order management section (Option 2).

Editing Problem Reports

Click on the "Problems" tab.
In the problems section, you will see all Problem reports related to the order and the respective status of each report ("open" or "resolved"). In this view, you can perform various actions:

  • Report a new Problem: Click on Report Problem
  • Mark an open Problem as resolved: Click on Mark as Resolved
  • Comment on an open Problem: Click on Add Comment and then Save
  • Reopen a resolved Problem: Click on Reopen Problem