Search for an Event
Via Global Search
Check the “all” (default) or the “events” to the right the of search box
In the Query textbox, enter the title of the event or a keyword and hit “Enter”
Via Events tab (needs use cases)
Select Events tab
In the Query textbox, enter the title of the event or a keyword and hit “Enter”
Create an Event
On the Home Page, http://intra.rally.co/, select the second tab “Events” at the top part of the page.12
From the resulting page, select “Create new event.”
On the Create page, http://intra.rally.co/Event/Create, for Domain, select “Rally” from the drop down menu.
Click “(select category)” for Category, and select from the drop down menu the category that best describes the event being created. Thus,
Amusement Park - is for events like trips to Mountain Creek Waterpark
Beach - is for trips to Wildwood Beach, etc.
Camping - is for trips to Buffalo Bills Training Camp, etc.
Casino - for trips to Foxwoods Resort Casino, Sands Resort Casino & the like
Circus - for Cirque du Soleil and Stars on Ice events
Concert - one of the most often used category, it is used for musical concerts or tours of famous singers and bands
Crab feasts - for lobster, shrimps, & crabs festivals
Festivals - mainly for musical festivals but can also be used for trade fairs
Food & drink - for food and drink events
Movie - for trips to movie theaters
Music - for other musical events other than concerts
Parade - trips mostly to sports championship parades
Rafting - for trips to whitewater rafting
Surf- for surfing events
Tour - for trips to specific places of interest
Vineyard - for trips to vineyards like Woodinville Wine Express & Long Island Vineyard Tour
Visitations - for visits to correctional facilities
College - mainly for school break trips
Convention -
DC - for trips to rallies & marches held in the US capital
Go - for trips to specific cities for specific purpose
Progressive politics -
Weekday commute -
The Sports categories are self-explanatory.
(FOR CONCERTS)
5. Let’s say we are creating an event for the musical concert of Carrie Underwood at STAPLES Center in L.A. on Sept. 12, 2019 based on the info from this source - https://www.staplescenter.com/events/detail/carrieunderwood19. From the drop down menu of “Performer,” select the appropriate name of the singer/band, i.e., Carrie Underwood.
For the “Performers” option, use it when there are more than one performer in the event, used specifically for music festivals & the like. While you can only select one “Performer,” you can select as many as needed for “Performers.”
In the “Name” option, enter the name of the performer.
In the “Time” option, set the date of the event/concert from the drop down calendar, dragging the buttons to set the hour and minutes. After “Time” is set, the “Start” and “End” options will be automatically set.
Ignore the “Recurrence” button for now.
“CP” means Congregation Point or the name of the venue of the event, in the example event, select STAPLES Center from the drop down menu. After the CP is selected, the “City” option is automatically set.
The “Path” option determines the unique domain of the event, and it’s usually automatically set, unless instructed otherwise, it can be overridden.
The “Description” is pretty much the same as the “Name” of the event.
(FOR SPORTS)
Sample event: Chicago Bears vs Denver Broncos - https://www.chicagobears.com/schedule/
5. For “Category,” select “Football” from the drop down menu.
For the “League” option, select the appropriate name of the league, in this case, it’s “NFL.”
For the “Home Team” option, enter the name of the team whose stadium is the venue of the game. In this case, select “Denver Broncos” from the drop down menu. Selecting the home team automatically sets the “CP” option to the name of their stadium including the “City” option.
For the “Away Team” option, select the name of the opposing team from the drop down menu.
The “Name” of the event is automatically set after the home & away teams are selected.
In the “Time” option, set the date of the game from the drop down calendar, dragging the buttons to set the hour and minutes. After “Time” is set, the “Start” and “End” options will be automatically set.
Ignore the “Recurrence” button for now.
The “CP,” “City,” & “Path” should be set by this time.
The “Description” is pretty much the same as the “Name” of the event.
Find a Trip ID
Via a Summary page
Click into the trip for which you want the ID
See the value after “tid=” in the resulting URL
Find the Event (Transaction) Summary Page
Search for an event (see Search for an Event) and click the Summary link
Adding Cities to an Event
As an admin, you can add cities servicing an event by following the steps below in Intranet:
Navigate to the “Cities” tab and select “Event and CP City Selection”
Select the CP from a dropdown
That populates the Event dropdown
Selecting an event shows the list of cities
You can also go to this page with a particular event ID selected
Ex: “Testa de bola”
On the left will be the cities that are already selected for the event
On the right, you can select a State from the dropdown
Selecting and then click “State Cities” to show all the Cities that we have in the Rally DB
Create a new City for the State selected by putting in the name on the right textbox, and clicking Create
Click “State Cities” to refresh the list with your new city
Add the City as an RP for this Event
Select the checkbox next to the cities you’d like to add
Click “Create Event Cities”
This will also lookup the distance between the newly added RP and the CP city and save that in the BD
This is used for cost algorithms
To Create One Way Trips
Go to the Manage Trips page for the event
Use the dropdown to find the city you want to add a time to
Click the toggle link. Use the fields beneath the horizontal row of green buttons to enter the trip information.
For a one way trip from pick-up point (RP) to destination (CP), select the One Way box.
Example: One way trip from Manhattan, NY to MetLife Stadium.
For a one way return trip from CP to RP, select both One Way & Reverse boxes.
Example: MetLife Stadium to Manhattan, NY.
If only Reverse box is selected, a round trip will be created from CP to RP
(which is extremely rare).
Fill up Origin Departure & Arrival boxes.
Click “Add New” button.
Add new trip time to an event
Go to the Manage Trips page for the event
Use the dropdown to find the city you want to add a time to
3. Use the fields beneath the horizontal row of green buttons to enter the trip information. If the important time is Arrival, just enter that. Everything else will be inherited. If the custom aspect of the trip is the departure time, then just enter that.
4. Once you’ve entered the relevant trip info, click the “Add New” button on the right
5. Send to your manager for review
Change trip time within an event
Via Events tab
Events
Search Again
Find event
Click trips link
Click get trips link
Search for city (using ctrl+f or the city dropdown near the top)
Change in-line (if blank, it’s pulling from default for event)
Click button with ID number to the right of where you are changing the times and wait for “success” message
NOTE: The “reset event cache” button on this page will result in “Event/ResetCache” being appended to the end of the URL. Update this to just “/ResetCache” and click enter again to update the page.
Via Global Search
Check “events” box to right of search
Enter event name into box and click enter
Click trips
Search for city
Change in-line (if blank, it’s pulling from default for event)
Change event time - for whole event
**Note: If a rider tells us times have changed, we should always corroborate online before changing times!
Events tab
Update Event Times - http://intra.rally.co/Event/UpdateTimes
OR
Go to the Options page of the event and see the options on the right-hand side:
START: Target arrival time at CP (typically one hour before event start time for concerts and three hours before for sporting events; festival-type concerts like Dead & Co may also arrive three hours early for tailgating)
EVENT: Event start time (e.g. game time)
END: Estimated end time of event (typically 3 hours are estimated for concerts, football games, NASCAR races)
DEPARTURE: Set at 45 minutes after the end time
Once the values are changed, be sure to click the Update Options button in the bottom right-hand section of the page.
Send to your manager for review.
Once the event times are updated, the individual trip times will also be automatically adjusted accordingly unless they were previously overwritten from the Manage Trips page. You can tell if trip times were overwritten if there are any non-0 values. For example, the trip time was overwritten for the second trip shown below:
Find trip manifest
Via Global Search
Check events and search by name
Click into Summary
Click into Trip (by city name)
Modify Cost at Event Level
Check “events” box to right of search
Enter event name into box and click enter
Click Prices
Modify Seat Cost (flat number, disables price increases)
OR, recommended: Modify Cost Multiplier
Modify Cost at Trip Level for Single Trip
Check “events” box to right of search
Enter event name into box and click enter
Click trips - http://intra.rally.co/Trip/Manage/
Search for city
Click paper/list icon
Modify Seat Cost (flat number, disables price increases)
OR, recommended: Modify Cost Multiplier mjjn
Modify Cost at Trip Level for Multiple Trips
Check “events” box to right of search
Enter event name into box and click enter
Click trips - http://intra.rally.co/Trip/Manage/
Select relevant trips
Click “Details+” button at top of Save column
Check box for either Seat Cost or Cost Multiplier (as above, under Single Trip, multiplier i is always recommended)
Enter adjustment
Click Update Trip
Modify RP for Specific Trip
Check “events” box to right of search
Enter event name into box and click enter
Click trips - http://intra.rally.co/Trip/Manage/
Search for city
Click paper/list icon
Enter Origin Pickup Location Address (e.g. 25 Harvard Ave) and Origin Pickup Location Notes (e.g. Tuscan Elementary School)
Modify City Default RP
Search for City you want to modify via
Global Search, check box for Cities
Cities tab, search box at top with “Find city” button
Event search >> cities link
Pickup Location Address (e.g. 25 Harvard Ave) and Pickup Location Notes (e.g. Tuscan Elementary School)
Creating CP Cities (when a CP is missing a template and its events show no trips due to no cities being associated)
Go to the Event and CP City Selection page (http://intra.rally.co/City/Easy),either via a specific event for which cities are missing or the via the Cities tab
On the left-hand side, select the radio button next to CP
Select a CP in the same city as the CP for which you need to create cities
On the right-hand side, click the CP Cities button and make sure the city list populates on the right-hand side of the screen
On the left-hand side, change the CP dropdown back to the CP for which you want to add cities
On the right-hand side, click the checkbox above the city list to select all
On the right-hand side, above and to the left of the city list, click the Create CP Cities button
On the left-hand side, click Refresh to see the full city list for the CP
Double-check to make sure no cities are missing as compared to the list on the right. For any cities that are missing, re-check them on the right-hand side and click Create CP Cities again. Keep doing this until the lists match.
Setting Routes at Trip Level
(may be necessary when an event has multiple trip times, in order for us to properly view bookings per trip time rather than sum bookings per city, which won’t actually be at the same time or on the same route)
Go to the Manage Trips page for the event (Find the Manage Trips page)
Go through in sections to update the routes at the trip level. You can do this by filtering by City Route and Time, so you can Select All from the resulting list of trips and update the route altogether. You will need to do this for each route and each date or time.
Then follow these steps (particularly if each event is on a different day):
Filter the City Route
Filter “From This Time” to the date you are filtering for
Filter “To This Time” to the date you are filtering for, being sure to drag the hour slider all the way to the right
Click “Search By Time”
Hit the checkbox to the left of the City column to Select All
Click the Details+ button on the right-hand side
Select a new route with the same color but different number from the route you are changing from and also different from the routes you are using on other days
Click Update Trips (wait for the success message in the box before closing)
Change the times in the upper right to update the rest of the days for that City Route
Once all of the routes are updated at the trip level for each day on the first route, go through the process again for any other routes. Make sure you do not re-use the same color+number combination on different days, and keep all routes the same color as the city-level route.
Adding CP Cities Where Missing (when one or more events at a given CP are missing cities, but the CP itself already has a template and cities associated)
Go to the Event and CP City Selection page (http://intra.rally.co/City/Easy),either via a specific event for which cities are missing or the via the Cities tab
On the left-hand side, select the radio button next to CP
Select the CP that is missing cities for the current event
Once the list of cities populates, click the “CP to Empty Events” button on the right-hand side
ResetCache on the event to make sure the cities / trips populate properly on the public site
Change City Order on Route for Event
Go to Cities for the event
Click into EditEC for the cities you want to change the order of
Modify the Route Override Pickup Order field
First (farthest) pick-up should be numbered 1, second is 2, etc
Add RP to An Event
Navigate to Cities page for the event
Select the desired RP’s state from the dropdown at the top of the right-hand side of the page
Find the city in the list
Check the box next to it
Click “Create Event Cities”
Look for the mileage just to the left and under the “no route” dropdown -- once that appears, the city has been added
If the city does not appear in the state’s list:
Enter the city name in the box to the right of "Border States' Cities"
Click Create
Then continue with the steps above to find the new city in the state’s city list
Add Ons: How to create/edit/delete
Create Add On
Click on the “Events” tab at the top of the Rally page, http://intra.rally.co/Event, and click “Manage Add Ons”
Select CP and name of the event from the corresponding dropdown menu
Type in the Name of the addon, eg., “Tailgate Pass”
Type in the Description of the addon, eg., “This upgrade is required if you want to tailgate in the bus lot.”
In the Cost space, enter the price of the addon
Click the Create button. Results will be reflected on the bottom part of the page.
Edit Add On
On the “Manage Add Ons” page, select CP & name of event
Scroll down to the bottom of page and click on “Edit” of the addon to be edited
Remove Add On
On the “Search Again” page, click on “add ons” of the event
Select by ticking the box on the left of the addon, then click on the “Delete Selected AddOns” button
Customer Change Requests
Switching Between Trips
Different Time, Same Event: For moving a transaction between trip times on a single event see here.
Different City, Same Event: For moving a transaction between RP’s on a single event see here.
Between Events: This is something you will need a supervisor to do on your behalf. You will need to alert them via a note in FD that includes:
The Transaction Details page for the transaction that needs to be moved
The Trip Details link for the trip they want to move to
To find a Trip ID, see here.
Changing trip time
Public Trip: If a customer wants a public Rally trip to leave earlier or depart later, we should ask them for context on their request. For example, maybe they are concerned about being able to park and get inside in time or maybe they want to tailgate before a game or concert. Once you fully understand the why, and not just the what, you should escalate to the Head of CX to make a decision (via a private note in Freshdesk). Note: customers also have the option to “Suggest a trip” on the event page, and automatically create a user-requested trip with alternative time options. There is a queue for these requests that are also reviewed by the Head of CX.
Private Trip: If a customer wants to change the time of a private Rally trip they created, then we can certainly do that on their behalf, but we still need to understand the why and make sure they understand that the duration of their trip can have an impact on the price.
Some considerations:
Trips over 13 hours have Department of Transportation (DOT) implications for driver safety
Especially long trips may require multiple drivers or driver rest (including hotel room booking) between the drop-off and pick-up at the destination
Changing bus size/type
If someone calls to change a bus size - something you can’t necessarily do yourself on the back-end - make sure you get all the information you need to pass on that request:
Find out why and in which direction (i.e. bigger/smaller)
Highlight that prices change by bus type, smaller buses and school buses do not have bathrooms or other amenities, and inventory cannot be guaranteed
If they want to go through with the change, add a note to your manager in Freshdesk so he/she can follow up with Ops to find out what’s possible and what the alternative pricing would look like.
Changing the pick-up spot
Our customers are a great way to crowdsource information about good pick-up points for our Rally Points -- i.e. selecting the best spot within their town or city for the bus to actually pick people up.
Before updating the RP: You should look up these suggestions using Google Maps to determine that (1) the address is not a residence and (2) there is, ideally, a large parking lot. If a school or church is suggested, then we should ask the customer to get permission before we set the location. In general, Park & Rides, shopping malls, and Walmart-type lots are good options. Strip malls are tougher because space is more limited.
Once you’ve confirmed the address is not a definite no (e.g. someone’s house), you can update this directly in Intra following details in the Intra Documentation. The input should include both the address and the name of the location if applicable (e.g. Wal-Mart, Park & Ride, etc).
Once this is done and you have responded to the customer, make sure to set the status of the ticket in Freshdesk to “Information Provided - Pick Up Point”. This will notify the team via customer-service channel in Slack.
Hotel Pick-ups
If a rider, especially one with a large group, wants to be picked up at a hotel, make sure that the request is summarized in a Private Note and set the ticket type to BD Follow-up - Hotel Pick-up. This will notify Rob via the biz-dev channel in Slack that we have a request for a hotel pick-up, that he should reach out to the hotel to confirm the pick-up is OK (and hopefully forge a partnership), and the update the agent so they can get back to the rider.
Adding an event per customer request
When a customer asks us for an event we do not yet have on the site, you will need to reach out directly to Sylvia, who handles our data entry and is based in the Philippines.
When doing this:
1. Email [email protected] and CC your manager (do this on the same ticket where you received the customer inquiry)
2. Include the official link to the event or series of events
3. As a bonus, let her know the specific instance of the event the customer is interested in — this isn’t typically necessary, but if we have a lot of data entry requests we can always prioritize getting that most important event up first.
Using the Outlaw Music Festival as an example, the associate sent the following:
Official festival link https://blackbirdpresents.com/outlaw-music-festival/
The specific event info the customer was interested in: "Outlaw Music Festival on Friday, September 7 (Burgettstown)”
Once Sylvia updates that the events have been added, you are then responsible for updating the inquiring customer.
Assigning Bus Captains
Step 1
Navigate to the User Profile of the rider you would like to make a bus captain. You can do this by doing a Global Search for the user or by clicking on the User ID within the user’s transaction.
Step 2
Once on the user’s profile, scroll down to “Roles and Authorization” > select “Bus Captain” > enter the transaction ID for the relevant trip in the “TransactionID for Captain Authorization Only” textbox > click on “Add Authorization”
Step 3
If successful, you’ll see the authorization added under “User Authorizations”.
If not, walk through the steps above again and double check your work. If you continue to have problems assigning the authorization, please reach out to your manager.