Cancellation reasons in the dashboard are grouped into four main categories to ensure clear and consistent reporting when a ticket cannot be completed.
These categories are:
- Workshop or Mechanic
- Remote Team
- System
- Outside Factors
Below you will find an overview of all available cancellation reasons and their descriptions.
🛠️ Workshop or Mechanic
These reasons relate to workshop conditions or missing physical requirements.
- Bad internet: This ticket is cancelled due to an unstable or weak internet connection at the workshop, preventing a reliable remote session.
- Customer not reachable: This ticket is cancelled because the workshop contact is no longer responding, preventing continuation of the remote service.
- Documentation or certification missing: This ticket is cancelled because required documentation or certifications (e.g. SERMI) are missing.
- Equipment missing: This ticket is cancelled because essential workshop equipment (e.g. ADAS calibration tools) is not available, making the procedure incomplete or unsafe.
- Info request only: This ticket is cancelled because the interaction was limited to feasibility questions and no technical work was started.
- Local expertise needed: This ticket is cancelled because the job requires on-site technical assistance and cannot be completed remotely.
- Missing required inputs: This ticket is cancelled because required inputs (e.g. keys, parts, PIN codes, security access) are missing.
- Vehicle needs more scans / return later: This ticket is cancelled because additional diagnostics or follow-up work is required.
- Wrong or non-programmable part: This ticket is cancelled because the installed part is incorrect for the vehicle or cannot be programmed.
🌐 Remote Team
These reasons relate to limitations within the remote support service.
- Demo ticket: This ticket is cancelled because it is a demo case and not a billable service request.
- Follow-up after previous service: This ticket is cancelled because it is a follow-up to a previous service that did not fully resolve the issue.
- Not enough time today: This ticket is cancelled because the remote support session could not be completed within the available time.
- Tools or licenses missing: This ticket is cancelled because the required OEM or aftermarket tools or licences are not available. Without them, the job cannot be completed according to manufacturer standards.
🖥️ System
These reasons relate to system limitations, technical issues, or vehicle system constraints.
- Hardware broken: This ticket is cancelled because the VCI (J-ReX) or local server is not functioning correctly. A working connection is required for safe and accurate diagnostics or programming.
- Insufficient vehicle connection: This ticket is cancelled because there is insufficient connection with the vehicle due to system configuration issues (e.g. incorrect or missing profile), preventing execution of the job.
- Procedure too risky/lengthy: This ticket is cancelled because the procedure is too risky or time-consuming to complete safely within a normal workflow. There is a risk of vehicle damage or component failure.
- Vehicle not available: This ticket is cancelled because the selected vehicle does not match the actual vehicle, or the correct vehicle is not available. A correct vehicle selection is required to proceed safely.
⚠️ Outside Factors
These reasons are outside the control of the workshop or remote team.
- General system failures (script / max duration / outsource not available): This ticket is cancelled due to system execution failures, time limits being reached, or lack of available operator capacity.
- Manufacturer system down: This ticket is cancelled because the required OEM system is temporarily unavailable.
- Vehicle or part stolen: This ticket is cancelled because the vehicle or part is flagged as stolen and cannot be processed.