Depending on your permissions, you may reassign a work order to a different service provider. For example, such as when the assigned original service provider cannot make the estimated time of arrival (ETA), or when the provider does not service the trade. In case a desired alternate service provider is not available, from the detailed view of a work order, you may also assign a new service provider to the corresponding trade and location, and reassign the work order to the new provider.When you , you can select an alternative service provider assigned to the same location and trade. While reassigning a work order, it is required to also select why you are reassigning it.

After you reassign a work order, the new service provider receives the service request email and the original service provider receives a cancellation email.

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It is also possible to set a work order to automatically reassign to the next ranked provider. See Automatically Reassigning Work Orders after Maximum Reschedules, below, for more information.

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Reassigning a Work Order to a Service Provider Already Assigned to the Trade and Location

You may reassign a work order to a service provider already assigned to the corresponding trade and location from:

The Reassign window displays a summary of the work history of the originally assigned service provider for the location, including the number of work orders in the open and in progress statuses, as well as the number of work orders with open RFPs or proposals. Clicking the View Work History link opens the Work Orders page listing all work orders for the same trade/location assigned to the service provider. This helps identify if there are open work orders for the same problem and whether the problem is recurring, helping you determine whether a piece of equipment needs to be replaced.

Reassign windowanchorReassignWorkOrderReassignWorkOrder


Select Reassign one of the three pages:
  • In the work order list view, click Reassign.
  • In the Edit window, select Open & Reassign in the Status drop-down list.
    • In the detailed view
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    title⦿ How to Reassign a Work Order
    from
    the Details View
    1. Navigate to the details page of the desired work order, open the Reassign drop-down, and select the desired service provider.The Reassign overlay and click Reassign # at the bottom of the page. The Reassign overlay appears on top of the work order detailed view of the work order.
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    2. (Optional) Modify the scheduled date and time.

    3. Select the appropriate Reason for Reassignment.

      Note

      Reason for Reassignment is a required field.


      Info

      You can now customize your reassignment reasons that suit your business needs. Speak to your ServiceChannel Representative.

      Please do be aware that once you retire a reassignment reason, it will show up in the history of a work order, but it will no longer be a selectable option.


    4. (Optional) Enter a Note describing the reason for the reassignment.

    5. (Optional) Modify the Problem Description:

    6. Click the Edit button next to Problem Description.
      7. Select the Area, Problem Type, Asset Type, 

      Expand
      titleExpand this section to view how to edit the problem description

      1. Click the Edit button next to Problem Description. The overlay for updating the problem description opens.

      Overlay where you can edit the WO problem descriptionImage Added2. Select the Dashboard, Area, Problem Type, Asset Type, Problem Code, as desired.
      3. Enter the

      new 

      new Problem Description

      .Click 

      , and click Save.


    7. (Optional) Update the Categorythe Label, Category, Priority, or  Trade, as desired.(Optional) Update the NTE NTE, or Purchase Order Number.
    8. (Optional) Check Yes, This is a Recall from Tracking #, and enter the tracking number in the box that appears. The NTE amount updates to zero.
      Marking a WO as a recall in the overlay for editing the WOImage Added
    9. (Optional) Update the GL Code.

    10. Select the New Provider. In case you’ve selected a service provider from the tooltip that appears when you click the arrow next to the Reassign # button on the work order details page, the provider name is already filled out in the Select New Provider field. The email of the selected provider

      lists

      appears in

      the Request

      the Request will be sent to

      and 

      and Send a copy

      to fields

      to fields.

      Note

      In case you selected a service provider from the detailed view of the work order, the provider name will be automatically filled in.

      Info

      Providers that are grayed out in the Select New Provider drop-down list cannot be selected. These providers are flagged as “Do Not Dispatch” in Compliance Manager and cannot be assigned new work orders. Learn more about Managing “Do Not Dispatch” Providers.
      Do Not Dispatch providers on list of providers in the overlay for reassigning a WOImage Added


    11. (Optional) Enter the desired email(s) in the Request will be sent to field and Send a copy to fields.

      Note

      Use ; or , to separate multiple email addresses.

    12. (Optional) Enter the desired email(s) in the Send a copy to field.


    14. Click When ready, click Reassign this Work Order.  A A confirmation message appears at the top of the screen, noting that the work order was reassigned to the new provider. A note gets added to the work order with the details of the reassignment.

    Once you’ve reassigned a work order, the new service provider receives the service request email and the original service provider gets a cancellation email.

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    Assigning a New Service Provider to a Trade/Location Associated with a Work Order

    Power users may assign a new service provider to the trade and location associated with a work order. This is especially useful when no alternate service providers are available to reassign a work order.

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    The Reassign combo button in the Work Order Details view lists the service providers available for reassigning the work order and allows assigning a new service provider.

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    title⦿ How to Assign a New Service Provider to a Trade/Location Associated with a Work Order
    1. In the detailed view of the work order, click the arrow  Reassign_-_assign.jpgImage Removed in the right part of the Reassign (# Providers available) buttonnext to the Reassign # button, where # shows the number of available providers. The service provider list appears, with the the Assign Provider  option listed.
    2. Click Assign Provider. The <Trade> for Location <#> pop-up window appears, listing the assigned service providers and their corresponding ranks.

    3. In

      the Rank 

      the Rank drop-down at the bottom of the pop-up, select the desired rank for the new service provider, and select the new provider from

      the Select provider list.Click Add > Save.

      the Select provider list.

      Info

      In the drop-down list with providers, some companies may appear grayed out. It means that they were flagged as “Do Not Dispatch” by your company in Compliance Manager and thus they cannot be assigned new trades that they have not serviced before. Read more about Managing “Do Not Dispatch” Providers.

      Do Not Dispatch providers that cannot be assigned new tradesImage Added


    4. Click Add.

      Note

      Should you inadvertently assign providers to the same rank, you will see an error message prompting you to fix the assignment rule.

      Errors that occur when you add duplicate ranksImage Added


    5. If no errors were found, click Save.

    The new service provider is added to the list of available providers. You may now

     

    reassign the work order

     

    to the newly added service provider.

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    Automatically Reassigning Work Orders after Maximum Reschedules

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    Contact your ServiceChannel representative to turn this feature on.

    Work orders that belong to certain trades may need to be resolved sooner rather than later. To avoid delays on such trades, you can contact your ServiceChannel representative to define a maximum number of reschedules for these trades and set these work orders to auto-reassign to the next ranked provider, should the first provider reschedule it more than the allowed number of times.

    For example, suppose you set HVAC work orders to reassign after 3 reschedules, and you have assigned an HVAC work order to a rank 1 service provider. If the service provider tries to reassign the work order the 4th time, the work order will auto-reassign to the next ranked (rank 2) provider. Note that this works only when there is a service provider in the next immediate rank (+1; rank 2 in this example.)

    When the work order is auto-reassigned to the next provider, the original provider will be sent a service request cancellation email.