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.

(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. 

If you've been assigned a Task by a FastGem user and the due date for that task has arrived or is past due, then the next time you log into your FastGem instance, you will see a pink bar near the top of your screen, alerting you that you have unfinished tasks. 

To access your assigned Tasks, you can click directly on the 'My Tasks' hyperlink in the red bar, or you can hover over 'QC' and click 'My Tasks' from the menu bar (This may be in a slightly different place depending on your instance's customization). 

Once you have accessed your 'My Tasks' page, you can view the details of the tasks you have assigned to you, with any notes from the assigner displayed for your reference. To see more details, you can click on the Action logs, click on the Task Description, or click on the 'eyeball' icon, or you can add notes/edit the task using the 'pen and pad' Edit icon. 

Once you have completed the task, you can change the Task Status using the status dropdown from the list view, or change the Task Status from within the task record. 

Once you have marked the task complete, it will appear in the applicable Action Logs. 

Thank you for using FastGem!

*You must first install the FastGem Chrome Plug-in. If you have not done this, please see the training articles 'Installing FastGem Chrome Extension' and 'Logging into FastGem Overlay Tool' before continuing this article.

From within a SAVED Customer or Lead record, NOT IN EDIT VIEW, go to the 'Utils' tab:

Select the Provider you need (if you do not see the necessary provider, please contact FastGem support so that we can enable them for you):

The Provider's portal page should open in a new tab. If your Overlay tool is already installed, the screen below may automatically open in another tab. If it does, even if the bar at the top says "Success," make sure you've entered your login information and click "Submit" again. (For instructions on how to install the FastGem Overlay tool, please see help article "Installing FastGem Chrome Extension.") 

Return to your Provider portal tab. The FastGem overlay tool can be expanded/hidden on this page using the small arrow tab. The overlay should already be populated with the customer ID, name, etc. If customer Name and ID are missing, click the green 'Load' button to load them.

Note: If recent changes have been made to the available packages listed as selectable in FastGem, then in order to update the selectable packages list in the overlay, click on the FastGem logo at the top of the overlay to clear stored data. Then, refresh the page. 

Log into your Provider portal, if necessary (for information on how to tie provider portal logins to FastGem user accounts so that you will not need to log into provider portals when accessing them through the Utils tab, please see help article 'Tying Provider Portal Logins to FastGem User Accounts'). Use the Overlay tool to help you enter the necessary information to process the customer's order. For example, you can click the "Load Customer Contact Info" button in the FastGem Overlay tool when you reach the applicable page in the Provider Portal, and FastGem will auto-fill the customer's contact information into the provider portal for you. Clicking "Show/Hide Submission Data" allows you to see what specifically the customer ordered, without having to switch back and form between tabs:

You can also update your instance's main FastGem site from the Overlay tool by entering information into the tool and clicking the green "Add" or "Update" buttons beside specific fields. This is how you would add any packages you are processing through the portal, to FastGem simultaneously. Simply add the order information given to you by the portal, into the appropriate fields in the overlay tool, and click Add in the 'Packates + Install Date/Time' section: 

This will push the work order information (including Account number, number of boxes, etc) into the person's record in FastGem (you will need to refresh the page in FastGem to see the order): 

You can update other fields in FastGem from the overlay as well. For example, if you'd like to add a note to the customer's record, or if you want to change the customer's status while you are still using the provider portal, just enter that information into the FastGem Overlay and click "Add" or "Update" accordingly. The information will carry over into FastGem. You don't have to switch tabs. 

If you have any questions about the provider portal overlay tool, please contact FastGem support at (504) 383-0602 (This email address is being protected from spambots. You need JavaScript enabled to view it.)

IBOs and Internal Users with 'Can View Payroll Projection' permissions can now view projected pay as well as finalized pay for work orders from within work order records as well as from within submission records. Of course, when accessing projected and/or finalized payroll, non-internal users with the 'Can View Payroll Projection' permission will only be able to see the payroll records pertaining to themselves and those below them in their team.  

To access Projected/Finalized Payroll from within a work order record: 

Navigate to Orders>Appointments/Work Orders (this may be called something different or be located in a different place depending on your instance's customization), open a specific  work order, and expand the 'Payroll' tab on the right hand slider menu. 

You will see the pay projected for this work order for those users you have permissions to view. 

This will show as long as there is a package and rep/tech assigned to the work order, and the work order has not been finalized in Snapshot Payroll yet. If it has been finalized, then instead of this projection, you will see a 'view payroll' button where you can view the payroll(s) associated with this work order. 

If for some reason only some of the payroll payments associated with this work order have been finalized, you will see both a 'view payroll' button and a payroll projection. 

To access Projected/Finalized Payroll from within a customer record: 

Navigate to Orders>Customers or Orders>Leads (this may be called something different or be located in a different place depending on your instance's customization), open a submission record, and expand the 'Work Orders' tab on the right hand slider menu. 

From within this section, find the work order you wish to see payroll/projected payroll for, expand if necessary, and scroll down beneath the work order details until you see 'Payroll Projection':

This will show as long as there is a package and rep/tech assigned to the work order, and the work order has not been finalized in Snapshot Payroll yet. If it has been finalized, then instead of this projection, you will see a 'view payroll' button where you can view the payroll(s) associated with this work order. 

If for some reason only some of the payroll payments associated with this work order have been finalized, you will see both a 'view payroll' button and a payroll projection. 

If you would like to be able to choose reasons for cancellation when a work order is set to a Cancelled status, follow these instructions (this help article has two sections. Section 1 covers how to set up cancellation reasons in the Admin portal, while Section 2 covers how to select a cancelled reason in front end FastGem and reports based off cancellation reasons): 

Setting up Cancellation Reasons in the Admin Portal:

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 the instructions below to access Config > Content types:  

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 link to the admin portal for our demo instance is demo.fastgem.net/a

Once you are in the Admin portal (backend), click 'Config' from the main menu: 

The 'Content Types' tab is the first tab on the upper horizontal menu on the following page. 

Click to open the WORK ORDERS section, then find the 'Cancelled Reason' editor and click to edit: 

Use the green buttons to add a new reason, the red buttons to delete reasons from the list, and the three vertical dots on the left to arrange the order of the reasons in your list: 

Click 'Done' when you are finished, and remember to click 'Save' before leaving the admin portal! 

After cancellation reasons have been added as above, the cancelled reason dropdown should appear when you set a work order to a cancelled status, as exemplified below. If the dropdown does not appear, you likely have a custom Grid formatted for your Work Orders pages, and you will need to contact FastGem Support so that we can re-save the Grid with the new cancelled dropdown feature. 

Selecting a Cancelled Reason in frontend FastGem: 

When setting an order to Cancelled Status, assuming that different Cancellation Reasons have been set up for your instance, a dropdown with these reasons listed should appear for you to choose from. Below are examples of where this dropdown appears when changing a work order's status to cancelled from the Work Order record or from within the Person Record: 

Within the WO record: 

Within a Person Record: 

If you would like to see cancellation reasons included in your reports, contact FastGem Support and ask to have one built for you: 

For more information, please contact FastGem Support at (504) 383-0602 or by email at This email address is being protected from spambots. You need JavaScript enabled to view it.

Thank you for using FastGem!

Instead of assigning a task to an individual rep/user, you can assign a task to an entire department. So, when you assign the task, everyone assigned to the department you've selected will receive a notification that the task needs to be completed on the due date, and that task will appear in their 'My Tasks' list. 

If you would like users or lead reps to receive email reminders of their tasks, ask Support and we will gladly help you set those up. 

Assigning from List View/Action Logs: 

From Customers or Work Orders Tab List View, click on the 'Action Log' icon (Black book icon) 

Next, click on 'Create Task.'

 Assigning from Person Record/Action Logs: 

From Customer/Work Orders Tab 'Edit' View, click on 'Actions' in the right hand expandable menu. 

Click on 'Create Task.' 

3. Fill out the necessary fields (as applicable), and select a department in the department dropdown selection. 

Any user/rep who is assigned to the selected department will have access to the task, and will receive a notification that this task needs to be completed. You can decide whether you want the alert to show immediately, or only once the due date for the task has arrived (This can be configured in the Admin portal of your instance by going to Config> Content Types > Tasks. If you need help, just let FastGem Support know).

You can assign tasks to other users in FastGem, and tie them to specific customer records as well. 

Note: If you would like users or lead reps to receive email reminders of their tasks, ask Support and we will gladly help you set those up. 

From the Leads, Customers, Accounts/Properties, or Work Order 'List' view, click on the 'Book' (Action Log) icon. 

You can also access the 'Create Task' feature by entering a person's record, a property record, or work order record and clicking on 'Actions.' 

Click on 'Create Task'. Select a User from the dropdown provided, set a due date, and type in the task description. Click 'Save.'

If this is assigned from the Work Order or Submission page, it will automatically be tied to that order as well as the person. 

The task will show up when the assigned user logs in and clicks 'My Tasks' or when an Internal User clicks 'Rep Tasks' (This may be called something different in your instance).

An alert will also appear for the user assigned the task letting them know they have a task to complete. You can decide whether you want the alert to show immediately, or only once the due date for the task has arrived (This can be configured in the Admin portal of your instance by going to Config> Content Types > Tasks. If you need help, just let FastGem Support know).

They can then click on the MY TASKS (it's a hyperlink) and it will take them directly to the MY TASKS list view to view assigned tasks.

NEW: When a task's due date has arrived, you will see due tasks listed on your homepage beneath the logout button, with an option to complete or to 'Snooze' a task for a day as well: 

Once a task is complete, the assigned user or an internal user can change the status to reflect.

Task records will appear in applicable Action Logs, as well.

 FOR INTERNAL USERS:

Internal users can click on the 'Tasks' menu item and 'Task Management' to edit/assign Tasks in FastGem as well.

From this page: 

Click to edit or view an existing task, or click on 'Add item' To Create a New task. Make selections in the User Dropdowns, select a due date, status, etc. You have the option to attach this task to a customer record or Work Order as well. 

*NOTE: Technicians who are not also internal users will only see inventory that has been assigned to them or to team members beneath them. For information on assigning inventory to technicians, please see help article "Adding Individual Inventory and Equipment to FastGem." 

FOR TECHNICIANS:

 Navigate to your 'Installations' (AKA 'Appointments' AKA 'Work Orders') page (This may be in a different place depending on your instance's customization):

Find the work order to which you want to assign inventory. Click the inventory 'Eye' icon within that work order: