Disputes

The Disputes page lists the disputes of one company: complaints and disagreements raised by an entity such as a customer or a transporter, by an internal team, or by Finance. Each dispute has an owner who manages it, a status, and an SLA due date it should be resolved by. Open the page from CRM > Disputes.

Select a dispute’s ID or code to open it. See Dispute.

Choose the company

The page shows one company at a time. Choose it in Company, to the right of Owner. The list holds the companies you have access to; system administrators see all companies. The first time you open the page, TrakIT chooses the first of your companies by name. After that it opens on the company you chose last.

Changing the company clears the Dispute Owner, Supervisor, Workflow and Tag filters, because those lists belong to the company.

Myself or all

Under Owner, select Myself to see only the disputes you own, or All to see every dispute of the company you can open. With Myself, the Dispute Owner filter is hidden.

The boxes

The boxes count the disputes of the company that you can open: all of them, or only yours with Myself. The filters don’t change them.

Box	Counts
Total Disputes	Every dispute of the company that you can open.
Open	Disputes in an open or a waiting status: New, Acknowledged, Under Investigation, Action Required, Resolution Proposed, Escalated, Reopened, Pending Customer, Pending Internal and On Hold.
Closed	Disputes that are Resolved or Closed. Canceled disputes are counted in neither Open nor Closed.
Within Range	Disputes whose days open are not more than their SLA target days. A Canceled dispute is neither within nor out of range.
Out of Range	Disputes open for more days than their SLA target. The count is in red when it is above zero.
Avg Days to Resolve	The average days open of the disputes that have a resolution date, leaving out Canceled disputes.

Days are counted the way each dispute’s SLA counts them: in calendar days, or in business days for a dispute set to Business Days. See SLA.

Select the funnel in Open, Closed, Within Range or Out of Range to show only those disputes in the list; the funnel fills. Select it again, or select the funnel in Total Disputes, to show them all again. You can choose a stage box (Open or Closed) and an SLA box (Within Range or Out of Range) together, and both work with the filters.

Find a dispute

1. Select Filters to open the filter panel, if it is closed.
2. Enter or tick the filters you need.
3. Select Apply.

Clear removes every filter. TrakIT remembers your filters and the page you were on for the next time you open the page.

Filter	Finds
Search	Disputes whose code, title or entity name contains the text, or whose Dispute ID is the number you enter.
Job	Disputes on the job with this Job ID, or whose job’s transport document contains the text.
SLA Due Days	Open disputes due within this many days. 0 is due today; overdue disputes are left out.
Dispute Age Days	Disputes open this many days or fewer.
Date Raised	Disputes entered in TrakIT between the two dates, in the company’s own time zone.
Resolution Date	Disputes resolved between the two dates.
Severity	Low, Medium, High or Critical disputes. It is in the same box, under Resolution Date.
Status	Disputes in the statuses you tick, Canceled included.
Dispute Category	Disputes of the categories you tick.
Dispute Owner	Disputes owned by the users you tick. Shown with All only.
Department	Disputes of the departments you tick. – Not Set – finds those with no department.
Supervisor	Disputes supervised by the users you tick. – Not Set – finds those with no supervisor.
Workflow	Disputes whose job is in the workflows you tick. – Not Set – finds the disputes with no job.
Tag	Disputes with the tags you tick. – Not Set – finds those with no tag.

In a list filter, ticking nothing means no filter. The search box above a list narrows the list, and the select-all icon ticks, or unticks, every entry the list shows.

The list

The list shows 50 disputes per page, the most recent first. Select a page number at the bottom to move between pages. Above the list, on the left, is the number of disputes it holds; on the right are Export and New Dispute.

The columns, and their order, come from the Disputes set of Custom Columns (see Columns). Unless your administrator has changed them, they are:

Column	Shows
Dispute ID, Dispute Code	The dispute’s number and its code, such as DSP000145. Select either to open the dispute.
Dispute Title	What the dispute is about.
Job columns	Columns about the dispute’s job, if your administrator has set them up (see below).
Entity	The entity, with the role it plays in the dispute, for example (Customer).
Category, Type	The dispute’s category and type.
Status	The status, coloured by its stage: open, waiting, resolved, closed or canceled.
Severity	Low, Medium, High or Critical, in colour.
Dispute Owner	Who manages the dispute.
Amount at Stake	The amount in dispute, in its currency. Shown only with the Financial - Read permission.
SLA Status	Within Range or Out of Range; Canceled for a canceled dispute.
SLA Due Days	Days left to the SLA due date, in red once it has passed. - for a resolved, closed or canceled dispute.
Dispute Age	Days open so far, or to the resolution date, or to the day it was canceled.

Job columns

Job columns show information about each dispute’s job, for example its transport document or its first work order. They can show header fields, events, data fields and calculated (Inline SQL) columns of the job. A dispute with no job leaves them empty.

Columns

A master administrator chooses the list’s columns as the Disputes set of Custom Columns, for all users, a role, a company or one user, as for the other lists. The set holds two kinds of column:

• Dispute columns: the dispute’s own fields from the table above, such as Dispute ID, Status or SLA Status. The column name can be changed.
• Job columns (Header, Events, Data and Inline SQL), described above.

The list and the Excel export show the columns marked Display, in the set’s order. To start a set, select Initialize Columns: for All Roles, All Companies and All Users it adds the built-in dispute columns; for a role, a company or a user it copies that set. A set that has job columns but no Dispute column still shows the built-in columns, with its job columns after Dispute Title. Amount at Stake is shown only with Financial - Read, and when neither Dispute ID nor Dispute Code is in the set, Dispute Code comes first so that each dispute can be opened.

Export the list

Select Export to download the disputes the list shows, on all pages, as an Excel file. The file uses the filters you last applied: select Apply first if you have changed them since.

The file starts with the company, the filters in words and who exported it, then one row per dispute with the list’s columns, in the same order. The entity’s type and the currency of the amount at stake get columns of their own. Up to 20,000 disputes can be exported at once; with more, TrakIT asks you to narrow the filter.

Each export is recorded in the disputes’ audit trail as Disputes Exported, with the number of rows and the filters.

Raise a dispute

Select New Dispute to open an empty dispute for the company chosen at the top of the page, then fill it in as described under Raise a dispute.

Which disputes you see

You see a dispute when its company is one you have access to and at least one of these is true:

• you are its owner, raised it, or are its supervisor;
• you are a member of its user group;
• your role has View All Disputes;
• you are a system administrator.

The boxes, the list and the export follow the same rule.

Who can use this page

Your role needs these permissions in the Dispute Management section:

Permission	Allows you to
Read	Open the page and see the disputes you have access to. Without it, TrakIT shows Authorization Failed.
Create	See New Dispute and raise disputes.
Export	See Export and download the list.
Financial - Read	See the Amount at Stake column.
View All Disputes	See every dispute of your companies, not only those you own, raised, supervise or share a user group with.