Keedian — SOP · 7-Eleven — Ticket Handling: Hot/Cold Store Request for Service

Trigger, action plan, and escalation criteria.

ad_hoc_client Client: 7-Eleven hvac high managed tier AI: hybrid SLA: 1 hour

Value drivers

Customer experience Avoided truck rolls

Preconditions

Verisae / 7Help / Accruent access provisioned; service-provider routing live; the original RFS has populated in Verisae.

Human role

Engie BSS reviews 7Help / Verisae, performs remote diagnostics, and writes the diagnostic into both ticketing systems within the SLA.

Action plan

(1) Acknowledge the 1-hour SLA for reactive store complaint tickets. (2) Search 7Help for related tickets: already open → cancel Verisae as duplicate; HVAC leak/noise → match priority only; settings/programming fully resolvable remotely → cancel Verisae as Avoided Truck Roll; problem type and description mismatch → close as Incorrect PUC. (3) If no open 7Help ticket, perform remote system diagnostics; do not run the recall process for reactive tickets. (4) Add the diagnostic to the 7Help ticket via Post Work Notes. (5) Add the diagnostic to the Accruent ticket via Edit Reported Problem; match the priority to the original; complete all highlighted required fields before Apply Edit. (6) Quick reference: cancel or close as Incorrect PUC whenever possible; no recalls.

Author

Isaac T.

Tools

Verisae 7Help Accruent

Roles

Engie BSS

Purpose

Guide the BSS through providing diagnostics to Service Providers for a store complaint related to HVAC (reactive ticket) at 7-Eleven.

Scope

Engie BSS responsible for 7-Eleven reactive HVAC tickets routed from 7Help into Verisae.

Procedure

Notes — Ticket Routing

Store personnel submit a Request for Service in 7Help; the RFS auto-routes to the Service Provider and to Engie.
Find the ticket in Verisae under Service → All Work Orders, filtered by status NEW and priority ASSIGNED.

1. Service Level Agreement

SLA is 1 hour for reactive store complaint tickets.
The Engie BSS is responsible for checking ticket history, performing diagnostics, and entering diagnostics into the existing 7Help ticket.

2. Search 7Help for Related Tickets

Already an open ticket → cancel the Verisae ticket as a duplicate.
HVAC leak or noise → simply update the Verisae priority to match; no diagnosis needed.
Settings/programming issue resolvable remotely → cancel the Verisae ticket as Avoided Truck Roll.
Problem type and description mismatch → close the ticket with action code Incorrect PUC.
If no open 7Help tickets, continue with this SOP. Recall process does not apply to reactive tickets.

3. Add Diagnostic to the 7Help Ticket

Copy/paste the diagnostic into the 7Help ticket using the Post Work Notes function.

4. Add Diagnostic to the Accruent Ticket

Use Edit Reported Problem to add the diagnostic and update priority (match the original).
All highlighted fields must be populated before Apply Edit will succeed.

Quality assurance

Available tickets are found in Service → All Work Orders.
Cancel or close as Incorrect PUC whenever applicable.
Diagnostic added to 7Help via Post Work Note function.
Diagnostic added to Accruent via Edit Reported Problem function.
No recalls for reactive tickets.

Troubleshooting

Apply Edit on Accruent fails.

Solution. Confirm every highlighted field is populated; re-check Asset Tag, Category/Subcategory, Priority, Problem Type, Problem Description, Reason for edit.

Verisae ticket priority and 7Help priority diverge.

Solution. Set Verisae priority to match the 7Help ticket priority (this is the canonical priority for the RFS).

Documentation & reporting

Record the diagnostic in 7Help via Post Work Notes.
Record the diagnostic in Accruent via Edit Reported Problem with all required fields populated.
Capture the cancellation reason in Verisae when the ticket is closed as duplicate, Avoided Truck Roll, or Incorrect PUC.

Revision history

Version	Date	Author	Changes
`1.0`	03/13/2026	Isaac T.	Initial draft.

7-Eleven — Ticket Handling: Hot/Cold Store Request for Service.