ILOS

SSL Service Manager

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Wireframe options

Chips like Q-001 link elements to the decisions register. Hide both for stakeholder demos.

Artifacts
10 Sitemap & build plan
00 Decisions register
01 Global shell
13 Requests console spec
15 Referrals spec
16 Referrals wireframes
12 Dashboard wireframes
03 Profile wireframes
Walkthrough – referral to live service
Walkthrough – Scheduling
Wall board (TV mode)

These options are not part of the SSL Service Manager UI.

Requests

Consolidated from the ARC and the local SM – the old "ticket console" / Incidents views become RequestsG-001

Updated 09:24 Raise incident
New request
Request – ID + what it's for Q-007 Service userTypeStatus Next action by Q-006 AssignedPriorityActions Q-008
– scope: Leeds operations – this office/ARC console is the full cross-client work queue (SSL-14)
Requests › REQ-2026-0142
Back to requests

REQ-2026-0142 · Pendant exchange + door sensor fix

On hold

Tasks

"Task history" renamed – these are the tasks (Q-007). Click a task for details. Add task
Task Scheduled C-001 AssignedSLAStatus Actions Q-016
Pick stock – replacement pendant S · 15 min Store task Wed 10 Jun08:20 · Leeds Central Store: Leeds CentralMetComplete
Install pendant + door sensor fix M · 45 min Females only 2 people Keysafe Fri 12 Jun09:00–11:00 · with G. Mason A. Patel (Engineer) Junior Paused · next action in 6h On hold
Confirm with family (default – N/A) S · 10 min Phone task – –– Closed as N/A Q-003

Stock items

"Allocated" renamed – reserved until task completion (Q-004, Q-007) Add stock item
StockSerialFrom storeStatusFulfilment Q-004Actions
Fall detector pendantFD-220992Leeds CentralReserved Q-007 At van
Lifeline Smart Hub SH-200SH24-07731South storeReserved In transit → Van LD-07
not at the van yet – visit Thu 09:00
Door sensor DS-1DS23-40118South storeReserved Awaiting pick – South store
Linked transfersTR-1044 Leeds Central → Van LD-07 · In transit · auto-raised from this reservation open in Inventory Q-004
When the last task completes, the completing user is prompted to close the request – it stays open only by explicit choice (Q-002). Try it: open the install task and complete it.

Details

Edit
TypeChange · equipment swap (like-for-like) Q-001
PriorityNormal
Service userCarter, Mrs Edith · 000061234 S-003
DetailsPendant not responding to test calls since Tue; daughter reports the strap is broken. Door sensor on the back door intermittently not registering.
Equipment affectedFall detector pendant · FD-220981 · Door sensor · DS-11204
RequesterSarah Bright (daughter) · 07700 900123 Mark
AssignedA. Patel Junior Q-005
ResponsibleP. Reed · Engineering Q-005
SLAEngineer visit within 5 working days · due 12 Jun 2026 Q-006
BookedA. Patel · 12 Jun 2026, 09:00–11:00 Q-016
Location12 Mill Lane, Leeds LS4 2AB – defaults to the service user's address
what3words///stable.shine.crops – front door Q-015
Follow-on requestWelfare follow-up call Pending – SLA not started S-012
Raised09 Jun 2026, 14:22 by K. Jackson · channel: phone
Resolution– on completion (optional) Q-010
Applies toMrs Edith Carter + Harold Carter Linked Q-018

Links

Q-009 Q-017
Suggested for this request Q-017
Fall detector pendant FD-220 – fitting & test
Falls risk – safeguarding checklist

Add from reference library…

Actions

Cancel request
Requests › REQ-2026-0151 · Urgent
Back to requests

REQ-2026-0151 · Urgent response – fall alarm

Urgent Accepted
Incident flow. Raised from an ARC fall alarm – an incident is an urgent request (G-001). The responder is notified via the app and the ARC colour-coded timeline applies. S-013

ARC response timeline

Colour-coded incident timeline (S-013) ETA 09:34
  • Sent09:09
  • Accepted09:12 · P. Reed
  • En routeETA 09:34
  • Arrived–
  • Completed–
SLA breached by 6 minutes. Accept-to-onsite target 20 min; responder delayed in traffic. Supervisor alerted. Q-006

Tasks

Add task
Task Scheduled C-001 AssignedSLAStatus Actions Q-016
Attend & assess – fall alarm M · 30 min Dispatch now Keysafe Dispatched 09:12en route · ETA 09:34 P. Reed (Responder) Senior Breached −6mEn route
Welfare check & lift if safe M · 30 min 2 people Females only On arrivalfollows the attend task P. Reed (Responder) Senior On arrivalPending

Details

TypeUrgent response G-001
PriorityUrgent
Service userHarold Carter · 000061235
AssignedP. Reed (Responder) Senior Q-005
ResponsibleG. Mason Mid · Responders North
Next action byBreached 09:32 Q-006
Location12 Mill Lane, Leeds LS4 2AB · ///stable.shine.crops

Actions

Cancel request
Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ● New referral survey live for GP practices. ● Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ● New referral survey live for GP practices. ● Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ● New referral survey live for GP practices. ● Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ● New referral survey live for GP practices. ● Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ● New referral survey live for GP practices. ● Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ● New referral survey live for GP practices. ●
New request
Step 1 of 2 · What

Choose a type first – the SLA and the remaining fields appear once a type is selected.

Pick a service user from the list – it cannot be typed in by hand.
Choose a request type and give the request a title before continuing.
A title is required.
Select a request type above to see its SLA and the rest of the form.
Service level (SLA) Q-006
–
Installations normally originate from a referral Q-001 – raising one here covers e.g. re-installation after reactivation.
Decommissioning auto-cancels live requests and archives client data on completion – the guided flow with the dual-occupancy check runs on the profile S-005

Cancel

Raise incident & dispatch
Responder required · incident flow – responder notified, ARC colour-coded timeline (S-013). Priority, type and SLA (accept <3 min · on-site <20 min) are pre-filled; just confirm who and dispatch.
Select a service user above to see the available responders and subcontractors.

Placeholder – layout and steps to be refined once the app flow is confirmed.

Add custom task
Adds a task to this request in addition to the auto-added defaults. Task types and their SLAs are configured in Administration. Q-003
SLACall within 48 hours Q-006

Cancel

Task – Install pendant + door sensor fix
StatusOn hold – paused; next action in 6h
AssignedA. Patel (Engineer) Junior Q-005
ComplexitySenior – suggested skill level (optional); used to match the best person
Assigned byP. Reed (Engineering manager) · 10 Jun 2026 14:22
Scheduled byK. Jackson (dispatcher) · 10 Jun 2026 15:05
SLADue 12 Jun Q-006
Check-inNot yet on site (paused)
Check-out–
StockFall detector pendant · FD-220992 – Reserved; assigned to client on completion Q-004
LinksInstall guide ↗
Door sensor bracket needed – picked up spare. · Created by A. Patel on 10 Jun 2026 08:15

Put on hold… Reschedule… Close

All tasks complete – close this request?
You completed the last open task on REQ-2026-0142. The same user who completes the last task can close the request. Q-002

Add task – REQ-2026-0142

Cancel

Edit request – REQ-2026-0142
Edits this request's details. Changes are audited (from → to, who, when). Type is fixed once raised (Q-001); the SLA-derived Next action by is read-only (Q-006). S-014

Cancel

Verify item for this task
Scan the item you are about to install – the check runs against the task's picked stock, not against inventory. A wrong item is flagged before it reaches the property.
ExpectedFall detector pendant · SN FD-220992 – reserved from Leeds Central for this task (Q-004)
Point the camera at the item's barcode / QR

Close

Put task on hold – REQ-2026-0142
Putting a task on hold puts the whole request on hold and pauses its SLA timer – the task is no longer “In progress” (item 5.5). Records the reason, who placed it and the date; on-hold requests are queryable across the system (filter the console by On hold). Q-008
Choose a reason before putting the task on hold.
A reason is required.

Cancel

Resume task?
Remaining SLA3h 12m left paused on hold – resumes from here
Only a task can be resumed – a request never resumes on its own. Resuming the held task returns it to its queue, takes the whole request off hold and resumes the SLA timer from where it was paused. Q-008

Keep on hold

Cancel request – REQ-2026-0142
This cancels the whole request and its open tasks. Cancellation is not the same as completion – it is recorded against the request and audited. Completed requests cannot be cancelled (raise a change request instead). Q-010
Please choose a cancellation reason before confirming.
A reason is required to cancel.
Stock is settled automatically. Reserved stock is released back to the store it came from (1× fall detector pendant FD-220992 → Leeds Central); any stock already fitted / with the client stays with them. Q-011
Recorded in the audit trail with your name, timestamp and reason; the service user's other open requests are unaffected. S-014

Keep request

Assign request
Pick the Responsible's user group first – the assignable people are filtered within it; the responsible manager is derived from the group (a real person – ghost users like "installation team" are not allowed). Q-005
Responsible (manager)P. Reed

Cancel

Add stock item – REQ-2026-0142
Adds an item to this request and reserves it from a store; it is assigned to the client on task completion. Stock is reserved against the request here (it is no longer picked on the referral form). Q-004

Cancel

Schedule – assign from availability
Staff and their free slots for Friday 19 June 2026. Pick a free slot to assign that person and book the visit; the booked date and time then show under the assignee. Q-015

Busy/strike-through slots are already booked; dashed slots are off-shift. The full Scheduling module (roster, route planning) arrives in a later phase.

Back to request

what3words – pick a square
Tap a marked square to set the precise access point. Saved squares for 12 Mill Lane are shown; in the live system this embeds the what3words map. Q-015
Selected///stable.shine.crops – front door

Cancel

Tunstall reference library
Attach a link to an existing guide or document from the Tunstall reference library. Search, or filter by type; suggestions for this request appear at the top. Q-017

Done

Reschedule task – REQ-2026-0142
Moves the booked visit. The SLA target is unchanged (SLA-derived, Q-006); the new date/time is recorded against the task and audited. Q-016

Cancel

Help & keyboard shortcuts

Keyboard shortcuts

Ctrl/⌘ KJump to the global search – press again to close it
Ctrl/⌘ LSwitch theme – cycles System → Light → Dark
Ctrl/⌘ \Collapse or expand the side menu
F1 / ?Show the available keyboard shortcuts (this panel)
EscClose a popup or the search list
↑ ↓ EnterMove through the search suggestions and open one
/Focus the global search
g then d/r/u/fGo to Dashboard / Requests / Service Users / Referrals
nNew – context-aware (new request / new referral)
j / k + EnterMove down / up the list rows and open the highlighted one
[ / ]Previous / next page on paginated lists
e / a / hEdit / assign / hold the open record
Ctrl/⌘ EnterSubmit / save the current dialog
tToggle the wireframe annotations drawer
1–6Jump between profile tabs (Service User Profile)

Tips

  • Click the ILOS logo (top-left) to return to the Home dashboard.
  • Click a column heading with a sort arrow to sort a table; click again to reverse.
  • The header search offers Advanced search – a full cross-field search of every record.
  • Open the WIREFRAME ⚙ drawer on the right edge to hide the spec chips and annotations.

This is an interactive wireframe – shortcuts and flows are demonstrated, not connected to live data.

My account
IK
Ivan Kiryazov
Project Manager · ivan.kiryazov@tunstall.com

Language & proofing

Spell-check – English & Welsh
Check spelling in both English and Welsh (Cymraeg) as you type in notes and forms.
Validate bilingual addresses
Accept and verify addresses whose street names appear in both Welsh and English (e.g. Heol y Bryn / Hill Road).

Preferences

Cancel