The hotline page provides a historical view of hotline calls and allows you to easily transform unsolved hotline calls into corrective events.
If your company doesn't have access yet and is interested in this module, please contact our Sales team.
If you don't have access to this page, please contact a Railnova administrator within your company, who will provide you with the necessary access for your projects.
Hotline page
The Hotline Dashboard visualises all the hotline calls that have already been created and allows for easy filtering.
In the overview, you can see the asset, the caller, the start and end of the call, the issue description, whether it was solved and whether a corrective event was created.
The column "Solved" explains to you in pictograms what has been the outcome of the hotline call:
The pictograms mean the following:
✓ solved
X not solved
！was not solved, and immediate intervention is required
Detail of the report
By clicking on the line of a hotline call, you can open the detail page of the report filed for the call by the hotliner.
From this page, you can edit the report or transfer it into a corrective event by clicking on the respective button in the upper right corner, as shown in the screenshot below.
Create a new report
If you want to register a new hotline report, you can easily do so by clicking on the blue "Create a new report" button, as shown in the screenshot below.
If you don't have the option to create a new report, please contact a Railnova administrator within your company, who will create one for you.
A new form appears on your screen where you can configure the following information and in which the mandatory fields are marked with an asterisk (*):
Call information
Asset: select an asset from the dropdown list or type the asset name
Caller: pick a user from the dropdown list or just type in the name if the caller doesn't have a Railnova account
Caller phone number: register the phone number of the caller
Location: register the location where the issue happened according to the input of the caller
Date start: when the hotliner started the call
Date end: when the hotliner ended the call
Hotliner: your name as a hotliner is already preselected
Troubleshooting & results
Issue description: the description of the issue reported by the caller
Suggested solution: the suggestion of the hotliner to solve the issue
Result: the results of the suggested solution by the hotliner
Add another troubleshooting step: if the first suggested solution didn't resolve the reported issue, you can also add another troubleshooting step by clicking on the blue button below the field boxes. This will open two additional fields, one for Suggested solution and one for Result, to enable additional troubleshooting.
Is the problem solved?: based on the troubleshooting outcome, select Yes if the problem is solved and No if it isn't.
If an immediate intervention is required, tick the box "No" and select the checkbox "Immediate intervention required".
Public
you can customise the report Hotline report form by creating custom fields as described in the following article.
When your input is ready, click the blue "Create a new report" button in the lower right corner of your screen.
The newly created report will be displayed at the top of the overview list on the Dashboard.
Create corrective event
If the reported issue wasn't solved or it requires immediate intervention, you can create a corrective event directly from the hotline report itself or from the hotline dashboard.
You can add other hotline calls from the suggested list to the corrective event. Tick the ones you want to include, and then click on "Add selected elements".
You can also "skip this step" by clicking on the blue link under "Attach more calls".
You'll be redirected to the corrective event form. Fill in the form and then click on "Create an event".
After you create the event, the corrective event number and the symbol source appear in the hotline report.
The event can now be scheduled in an intervention.
If you want to learn more about maintenance events and interventions, have a look at the following article.
Hotline number configuration
A Railnova administrator from your company can configure the hotline number in the administration panel by editing the details of an asset, as explained in the following article.
Hotline report notifications
A Railnova administrator from your company can set up notification rules as described in the following article to be informed when a hotline report is created or updated.
Access to hotline data via standard REST API
Railnova offers a Generic HTTP REST API that enables you to consult hotline data. You can read all about it in the following article.
The following article provides a non-exhaustive list of the most common API requests.
Support
Do you still have questions? Go to the Railnova platform and click "Contact us" for help!
