Create/edit as many work orders as necessary and attach to one customer record with the Work Orders tab. 

*The following examples assume that you have already opened your customer's or lead's record and chosen the 'Edit' option. They also assume you are not utilizing the overlay tool to access the provider portal (either because you are creating the order manually, or because the order has been created already and you are adding/changing information). For more information on FastGem's overlay tool and how to easily create a Work Order from within a provider portal, please see help article "Accessing and Utilizing Overlay Tools." 

Locate the 'Work Order' section on the right-hand side of your screen. 

Click to expand. 

To add a new Work Order/Package, click on green 'Add New' icon. 

Work Orders added by clicking the 'Add New' button with automatically appear at the top of your work orders list. If you have existing work orders attached to the person record already, you can add a new work order to any lower position in the work orders list by clicking the green plus sign icon at the lower right corner of any work order (when in Edit mode). You can also use the three dots tab on the left side of each work order (when in Edit mode) to drag and drop your work orders into any order you want within the person record: 

You can use the 'expand/contract' buttons to expand/contract all the work orders or individual work orders, if you wish:

Once you've found the applicable work order or created a new one, make the selections consistent with the package or Service Call that needs to be added/edited. The account number will usually be generated by the service provider (in this case, AT&T). You can use the 'SCHED' hyperlink to view your scheduling calendar from here, to see which technicians are available when. For more information on Tech scheduling, please see help article "Schedule Availability on Tech Calendar." Add required equipment if necessary (This will be viewable to the technician so they can see what they will need. Pricing and details of equipment entered here will also appear on the tech forms for the customer to sign at time of install). Enter promotions and rep adjustments as needed. (Note that the dropdowns and text boxes which appear when entering a Work Order are customizable and may look slightly different in your instance). 

4. Once you are finished adding the work order details, make sure to click the 'Save' or 'Save and Close' button at the top or bottom of your screen. 

The Work Order is available for notation and reference in its own tab (Work Order/Appointments) from this point on, where you can change details and add/edit rep adjustments/promotions, etc., but is still also accessible from the 'Customer/Person' record as well.

*This form may be called something different in your instance, depending on instance customization. 

The 3rd Party Agreement form is a Tech form, which means it is accessible to technicians and is stored in the Customer Contract Forms section of a work order.

The 3rd Party Agreement form is special because it is linked to the Required Equipment entered for a work order. The form will automatically pull the required equipment costs and info from the work order (along with other info such as customer name, etc.), and automatically calculate the taxes based on the state the customer is in:

Note: If you would like tax rates to be calculated automatically for each peice of required equipment added to a work order, then you will need to set up Areas with their relevent zip codes. See THIS article for more information. You can of course always edit the tax rate manually for each individual line item you add to the work order: 

For help customizing your Required Equipment, please see help article 'Adding Individual Inventory and Equipment to FastGem' or contact FastGem support at This email address is being protected from spambots. You need JavaScript enabled to view it.

Note: If you are a user with 'Configuration User' permissions in your instance, you will be able to access the Configuration and Content Types section from front-end by going to SITE MGMT > Config: 

If you are not a user with Configuration User permissions, follow steps 1 and 2 to access Config > Content types: 

1. Login to ADMIN FastGem. This can be reached by adding /a to the end of your instance URL. For example, the link to the admin portal for our demo instance is demo.fastgem.net/a
2. Click on the 'CONFIG' option at the bottom of the following list. 
   
3. The 'Content Types' tab is the first tab on the upper horizontal menu on the following page. 
   
4. Here, you can edit submission content, workflow statuses, automated texts, etc. Please contact FastGem Support if you are confused by any of the options on the Content Types page. 

(Spanish Translation Here)

**NOTE: THE FOLLOWING ARTICLE SHOWS YOU HOW TO ACCESS INDIVIDUAL ACTION LOGS. TO ACCESS ACTION LOGS FOR YOUR ENTIRE INSTANCE, PLEASE SEE HELP ARTICLE "REPORTING - ACTION LOGS." 

**Note: It is now possible to add notes to existing action logs. For more information, please see THIS article. 

 ***Please note: depending on instance customization, your Customer, Work Order, and other list view pages may be located in different places, and named different things. Please contact a supervisor or FastGem support if you have difficulty finding the correct pages. 

***NOTE: THE FOLLOWING ARTICLE FOCUSES ON CUSTOMER AND WORK ORDER ACTION LOGS. KEEP IN MIND THAT ACTION LOGS EXIST FOR OTHER TYPES OF RECORDS, TOO, SUCH AS INVOICE RECORDS, PAYMENT RECORDS, REP/TECH PROFILE RECORDS, ETC., ETC. CUSTOMER AND WORK ORDER ACTION LOGS ARE USED AS EXAMPLES IN THE FOLLOWING ARTICLE BECAUSE THEY ARE THE MOST COMMONLY UTILIZED. 

**Note: Action logs are searchable:

Accessing Action Logs

*Note: The Action Log data available for users to view differs depending on user permissions. Customer information is restricted to protect privacy/security. 

 Accessing Action Logs from Rep's Sales Page or Techs' 'Installations/Appointments' page:

Accessing From List View: Navigate to Orders>Customers>Action Log (black book) Icon: 

Or, Orders>Customers>Eyeball Icon>Action Logs slider:

 **You can also view/edit/utilize action logs from other list views by navigating to Orders>Work Orders or Orders>Leads and following the same steps as you would in 'Customers/People'. 

NOTE: Some list views may have what appear to be two or more Action Log 'books' beside each other:

This occurs when the Action Logs are 'split.' The 'books' in the 'S' column are the action logs pertaining to the customer, or 'submission.' The 'books' in the 'WO' column are the action logs pertaining to the specific work order. The regular black 'books' are the action logs for that customer and work order combined. 

Accessing from within a Customer or Work Order record:

Manually Entering New Actions into Action Logs

 *Note: Your customer's record must have been saved before you can manually enter an action in the Action Logs. 

• Type in to search or scroll and select the 'Action Log Type' (i.e. Note, Inbound Call, Outbound, etc.):
• 
• Type in whatever notes you need to regarding the subject matter. Click save. The notes will permanently save in the action log 
• 
• Always be sure to 'Save' or 'Save & Close' your work before exiting the 'Edit' view. 

Striking Actions from the Log:

You can manually strike records from the Action Logs, if the option to do so is enabled in Admin (back end).

• To strike an entry from an action log, click 'View All Actions (For this Record)' at the bottom of the log list (highlighted in yellow below):
• 
• Strikeable Action Log entries will have a check box beside them in the 'Strike' column:
• 
• Once the box is checked, the action is 'struck' from the record (but will still be visible as a stricken action to users with Admin permissions).
• 
• To 'unstrike' an action, simply click the X in the 'Strike' column. 

Adding Templates to certain Action Log Types: 

It is now possible to add a pre-configured template (questions to be answered, etc.) to different log types. To configure your log templates, login to the Admin portal/backend of your instance (this can be reached by adding /a to the end of your instance URL. For example, the admin portal of our demo instance can be reached at demo.fastgem.net/a ). Next, click on Config from the main Admin menu:

From within Config, click on the Quality Control tab: 

Scroll down the page until you reach the list of Action Log Types (IMPORTANT: DO NOT DELETE ANY LOG TYPES FROM THIS LIST). For each log type, there is the option to add questions/labels into a 'Template': 

Once you've added the desired text to your log template, make sure you Save the configuration page. In the front end, when  you select the log type from the Type dropdown, your template will load into the log text box: 

**Communication tools also exist within the Actions section. For more information on communication via Actions, please see help articles "Sending a Text Message to a Customer/Lead Manually from FastGem" and "Messaging a User/Group in FastGem, and Receiving/Replying to Messages." When a customer responds to a text message sent from Actions, it will also appear in the QC log (Quality Control tab)

**To configure permissions, texting templates, and action types/labels for the Action Log, you must have administrative permissions. Login to back end (ADMIN) FastGem, go to Config>Quality Control to add/remove/edit action types, to control who can see what types of actions in the logs, and to define which log types are strikeable.Go to Config>Twilio to edit texting templates. 

NOTE: If a Follow Up flag has been set for a customer record or work order, it will appear as a red flag (or star, or other icon depending on follow up type) in your Customers/Leads or Work Orders (AKA Appointments) list view. You can preview the follow up details from the list view by clicking on the flag (or star, etc.) icon.

You can also clear the flag by editing the customer record, and 'unselecting' the Follow Up Flag selection (remember to Save the record):