Page Comparison

In the Work Orders module, you can see a list view of all work orders entered through either the Dashboard or the Planned Maintenance module.

Viewing Work Order Details

Understanding the details of a work order helps you manage the facilities issues happening at your locations more effectively. 

On each work order you will see the following information, divided into 5 sections:

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• Section 1

  displays

  : Displays the problem code, status, issue, trade, priority, category, created by,

  and

  caller details, aging, and date last updated.

• Section 2

  displays

  : Displays the tracking number, location details, the assigned service provider and technician, NTE, and related issue dates such as scheduled date, rescheduled ETA date, and work date, and leave a review.

• Section 3

  displays

  : Displays the problem description, resolution (including resolution and root cause codes if applicable),

  and

  the last added note, and pinned note.

   If

  If a work order has an associated RFP or asset, they also appear here.

• Section 4

  displays

  : Displays the options to add a note, view/edit the work order

  and

  , add attachments, create a proposal, view how the work order aligns with a budget, an invoice, and a linked work order.

• Section 5

  displays

  : Displays icons indicating recalls, linked work orders, starred work orders, the total time spent by a technician on-site as well as a checkbox to select the work order for bulk actions.

Section 1: Issue and Status

This section displays information in three rows. On the left are:

Problem Code and Status highlighted with the color matching the status of the work order. (SeeAbout Work Order Life Cycle and Statusesfor more information.)  In case the work order has an extended status, it appears here, providing you information on the exact progress of the work order. Clicking the status/problem code area opens the detailed view of the work order.

• Area, Problem Type, and Asset; or simply the Problem Description when other information is not available.
• Trade, Priority, and Category of the work order. 
• The date/time the work order was created.

 On the right, the following information is available:

• Caller - which is either
  • the name of the person who called in the work order
  • Automatically Generated when generated from the Planned Maintenance module
• Created by - the User Name/User ID of the person who entered the work order into ServiceChannel
• Age of the work order - depends on the work order status

Section 2: Work Details

Information is arranged in 4 columns here:

Column 1: Work Order identification details, including the tracking number, work order number, purchase order number, work order label, and weather event (where applicable).

1. Clicking on work order numbers open a detailed view of the work order. It's important to note that:
   1. Tracking numbers are automatically applied to all work orders and cannot be edited. Work Order numbers and Purchase Order (PO) numbers are automatically assigned the same number as the Tracking Number, and will not appear on the work order unless edited.
   2. PO numbers can have a maximum of 50 alphanumeric characters. On the Work Order List, PO numbers are truncated to less than 20 characters. To see the full number, either mouse over the number or edit the work order.
   3. Tracking numbers, Work Order numbers, and PO numbers carry over throughout Service Automation, namely to Invoices, Proposals, and downloaded reports.
2. Clicking on a Label or Weather event updates the filters on the left. Click Apply to see all work orders with that label or weather event. Click Clear to remove all filters.

Column 2: Location details, Service Provider details, and Leaving Reviews for Providers.

• Location details include the Location ID, name, and address. Clicking this link will take you to the Location Details page.

  Info
  On Work Orders, you can also list location Open Dates (for locations open for less than a year) and Remodel Dates (for locations that have been remodeled). Contact your ServiceChannel Representative to turn this feature on.

  
  

• Under the location details, there can be listed up to 2 location note headers. See Managing Location Note Headers to learn how you can display LNHs on the work orders list.
• Service Provider details include the name of the service provider assigned to the work order and the technician name if applicable. Clicking the service provider or technician name opens the respective details in a pop-up window.
• Completed work orders have theLeave Reviewlink or the rating (stars), from where you may leave a review or update the rating, as illustrated below:
  

Column 3: NTE/Subtotal and tax amounts, and links to related Proposals, RFPs, and/or Invoices. Clicking these links take you to the details of the proposal, RFP, or invoice selected.

Column 4: Work Order Dates and Work Order Assignee. The last updated scheduled date for the work order, the original ETA or expiration date/time for maintenance work orders, and the last date/time work was performed on the work order. 

The Work Order Assignee is the person who was given this work order to manage. This is helpful when you want to split the work between people on your staff, for example, across facility coordinator or across different areas of responsibility. You can edit the work order to add an assignee, as well as filter work orders by the assignee. You will see the Assignee throughout the lifecycle of this work order, including on Proposals and Invoices.

Section 3: Problem Description, Assets, RFPs, and Notes

On the left are the problem description and resolution (if available). If the work order resolution appears cut off, hover over the resolution to view it in full in a tooltip.

On the right, the last added note details including the note number, the date and time it was added, and the actual note appears. A pinned note will also appear in this section.

• Here, you can see an RFP linked to a work order (if any).
• If an asset is associated with a work order, the asset tag and tag ID also appear here.

Planned Maintenance work orders may have multiple assets attached. To see information on the assets associated with the work order, click the Assets button on the work order in the list view. You are navigated to the Asset Manager module with the list of assets linked to the work order.

Note that the assets list is filtered by the work order tracking number. By clicking the asset tag ID, you can navigate to the asset details page.

Section 4: Work Order Actions

Here, actionable buttons are available, allowing you to view/modify the work order, as below:

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• Add Note: Opens the Add Notepop-up, from where you may add a note to the work order (Note that in this pop-up, you may also perform other actions such as adding an attachment and rescheduling the work order). Modal where you enter your notes. You can also:
  • Pin the note to the top of the work order notes
  • Choose to follow up on that note
  • Designate if this note requires action by selecting Action Required
  • Update/Reschedule
  • Email the note details to recipients
  • Add Attachments
• View Details: Opens the detailed view of the work order.
• Edit Work Order: Opens the Edit Work Order window, where you may edit the properties of the work order, such as problem details, status, and invoice approval codes. SeeEditing a Work Orderfor more information.
• Attachments: Displays the number of attachments; clicking the button opens the Attachments & Notes tab in the detailed view of the work order, where you may view or add/delete attachments and templates.
• Reassign: (Open or In Progress only) Work Orders in these statuses can be reassigned to another Service Provider by permissioned users, as illustrated below.
  
  

• Budget: By clicking the Budget button, it shows how the work order aligns with your budget.
  
  

  Note
  If a work order does not fall into the criteria specified in the budget template on the Admin – BudgetInsights page, you will see a note saying the work order is not linked to a budget.

  
  

  Rw ui expands macro

  Rw expand title Expand to view the details of the Budget Insights window. You will see the general information about the budget you currently viewing:  Image Addeda. The Fiscal Calendar Name / Fiscal Period Name drop-down list. You can navigate between the calendars and periods to view how the work order influences your budget at different budget levels.  b. The Remaining Budget Amount in the currency you specified for your budget. The amount changes as you change the fiscal period or fiscal calendar the work order relates to.  c. The Budget Risk Status shows how the proposal relates to the selected budget period or calendar. It may have one of the following 3 statuses:  On Track. If a work order fits in with your budget and forecasted expenses, you will see this status.  At Risk. If the sum of Incurred & Forecasted Costs is within 70% of the total budget for the given period, you will see this status.  Overspend. This status means the work order is already beyond your budget for the selected period.   d. The Period End date shows the end date when the selected budget level becomes inactive.  e. The Budget Progress Bar color depends on the spend type (incurred, forecasted, remaining) and shows the ratio between these types for the selected budget level:  The Blue color denotes the incurred budget.  The Yellow color is identified with the forecasted budget.  The Grey color denotes the remaining budget.  f. The Amount Types for the selected budget period display the spend types (incurred, forecasted, total budget for a certain period). g. Tracking Number# WO Value of forecasted. The value of the work order budget amountthe budgetis assigned to.  Info The incurred budget is calculated based on the Completed work orders for a given fiscal period. The fiscal period is determined by the work order completion date.   The forecasted budget is calculated:  Based on the average invoice amount for similar work orders in the same Trade and Category as the analyzed work order assigned to the budget. If work orders assigned to the budget have Approved proposals, then the Not-to-Exceed amount is used in the calculation instead.  The fiscal period is based on the scheduled date of the In-Progress work orders and the completion date of the Completed/Not Invoiced work orders.

  
  
  

• More: Based on your permissions to access modules, you may see the following:

  Section
  Column width 50% (Open and In Progress Work Order statuses) Contains links to create Proposals/RFPs and linked work orders. Column width 50% (Completed and Completed/Confirmed Work Order statuses) Contains links to create an Invoice and linked work orders.

  
  

  Info
  Once a work order is invoiced, you can only use More to link service requests.

  See Taking Actions on Work Orders from the List View for more information on using these features.

Section 5: Work Order Icons and Color Status

Bordering each work order is the status color to help you quickly identify each work order's status.

Alongside the status, you will see the following icons:

Additional Work Order Views

From the Work Orders List you also can:

• Filter and Search for work orders by desired criteria
• Save Filters so you can easily pull those work orders without filtering again, and
• Download reports