Villa Restaurant Group OSS Workflow SOP
Description: Standardize the process for transitioning Villa Restaurant Group support cases to Onsite Services (OSS), including client communication requirements, Titan request documentation standards, and dispatch coordination procedures to prevent delays.
Policy Owner: MCE Helpdesk / OSS Coordination Team
Last Updated: May 8, 2026
Revision History
| Rev | Scope of Revision | Change Author | Release Date |
| 1.0 | Initial SOP creation | John Paul Casals | 05/08/2026 |
Select a link below to jump to a topic:
- Purpose
- Client Notification Requirements
- Creating the Titan OSS Request
- Details of Scope Requirements
- Standard Client Messaging
- Critical Requirements
Purpose
This SOP standardizes the process for escalating Villa Restaurant Group support cases to Onsite Services (OSS). It ensures the client receives proper communication, OSS receives all required dispatch information, and ETA delays are avoided.
Client Notification Requirements
When escalating a case to OSS, agents must notify the client directly from the original Salesforce email thread.
Procedure
- Open the original Salesforce support email thread.
- Select Reply All.
- Advise the client that an OSS request has been created.
- Inform the client that the OSS team will contact them separately with an ETA.
- Advise the client not to reply to the support ticket requesting ETA updates.
Creating the Titan OSS Request
After notifying the client, create the OSS request within Titan.
Details of Scope Requirements
In the Details of Scope section within Titan, include the following information:
- A concise summary of the troubleshooting already completed
- The reason an on-site visit is required
- All stakeholder email addresses copied directly from the Salesforce case
- Instructions directing OSS to use those email addresses when providing ETA updates
Example
Troubleshooting completed with remote support. The issue requires on-site dispatch for further diagnostics and repair.
Please provide ETA updates to the following contacts:
OSS Team: Please contact the stakeholders listed above with ETA updates.
Standard Client Messaging
Use the following approved messaging when replying to the client:
We have created an OSS request. Our team will reach out separately with an ETA. Please do not reply to this ticket for ETA updates.
Critical Requirements
Important: Failure to include all stakeholder email addresses within the Titan request may result in OSS dispatch delays.
Additional Notes
- Always use Reply All when notifying the client.
- Do not provide ETA estimates directly from the support ticket.
- ETA communication must come from the OSS dispatch team.
- Ensure all communication remains associated with the original Salesforce case for visibility and documentation purposes.