Maintenance crews at a manufacturer already coordinate in a Teams channel. The agent there starts a new email thread whenever a fault is reported. Supervisors want the work order opened in the channel the crew is using. What should the agent do?
Select an answer to reveal the explanation.
Short Explanation
The crew is already standing at the bench where the work is discussed. You have the agent open the work order in that Teams channel instead of starting a new email thread. An email pulls the job into a mailbox the rest of the channel is not watching.
Full Explanation
The agent should take the maintenance action in the channel where the crew already coordinates. The channel is already where the fault is reported, so the work order should show up in that same conversation as the record the crew acts on. Opening the work order from that Teams channel keeps the fault, the order, and the people in one place. Starting a new email thread for each fault moves the job out of the channel and leaves the channel without a work order, which is the behavior supervisors want changed. Copying the fault into one supervisor's personal mailbox hides it from the rest of the crew and still does not open the order where the channel can see it. Sending the crew to a separate web form makes them retype the fault somewhere else and, as that form is described, does not open a work order at all. Exam caveat: opening the work order in the channel is the path for this fault. Other notices can still use mail when mail is the right channel for them. Operational check: report a test fault in the maintenance channel and confirm a work order is opened there, and that a new email thread is not the result of the report.