When a work order is assigned to your company, it will appear in Provider Automation on the Work Orders List. Understanding the details of a work order can help you manage your work orders effectively.
Let's review how a work order displays on the Work Orders List, divided into the following sections:
- Section 1 (Issues & Status) displays the problem code, status, description, trade, category, priority as well as the date when a work order was created, the caller name, and the work order age.
Section 2 (WO Details) contains the work order tracking number, location details, subscriber, NTE amount as well as scheduled date, expiration date, and work date. If a proposal or invoice also exists for a work order, they appear in this section — right under the NTE amount.
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Should you need to change the decimal point (.) to decimal comma (,) on monetary amounts, contact your ServiceChannel representative. |
- Section 3 (Notes & Descriptions) shows the problem description, the last added note, and the resolution (for Completed and Invoiced work orders) which may include resolution and root cause codes. If a work order has an associated RFP or asset, they also appear here.
- Section 4 (Work Order Actions) provides options for adding notes and attachments, viewing work order details, and creating proposals and invoices.
- Section 5 (Links and Bulk Actions) depicts icons indicating starred work orders or recalls, the total time spent by a technician on-site, and a checkbox to select this work order for bulk actions or downloads.
Sections of a Work Order
Click and expand each section below to drill down into the information on each work order.
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title | Section 1: Issues & Status |
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In this top section you can view: Problem Code and Status/Extended Status, highlighted with the color matching the status of the work order. In this example, the problem code is Faucet Leaking, and the status is Completed/Pending Confirmation. Click the status/problem code area to open a detailed view of the work order. - Area where the issue occurred, Problem Type, and Asset. In this example, this is depicted as Kitchen/Plumbing/Handsink.
Trade, Category, and Priority. This work order belongs to the Plumbing trade, with the Advise Only category, and the Normal priority that equals 48 hours. Info |
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Trades, priorities, and categories may differ between your clients. |
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In case the problem code, area, problem type, and asset details are not available for a work order, for example, when you create a classic service request, only the problem description appears. |
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title | Section 2: WO Details |
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Information is arranged in the following columns: - Column 1: Work order identification details, including the tracking number (in this example, 156480313), work order number, and purchase order number — if they differ from the tracking number. Clicking any of these numbers opens a detailed view of the work order.
- Column 2: Location information, which includes the location ID, name, and address where the work order was open. In this case, the location is 003, CSR-Queens.
- Column 3: Name of the subscriber, work order NTE amount, proposal and invoice numbers.
- Proposal and invoice, if they exist for a work order, appear as links here too. Hover over the links to view a short overview of other details such as the number, date, and status of the related proposal or invoice. Click the links to open the corresponding details pages in a new browser tab.
- Column 4: 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 when work was performed on the work order.
- When no technicians have checked into a work order by the Scheduled Date, the date lists in red.
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title | Section 3: Notes & Description |
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On the left, the problem description and resolution (if available) appear. - A resolution may contain resolution and root cause codes, if applicable.
- If a resolution appears cut off, hover over the resolution to view it in full in a tooltip.
On the right, the information about the last added note appears. It includes: - The note number, date and time the note was added, the actual note text, and the username of the person who added it.
- In this section, you can see an RFP linked to a work order (if any).
- If an asset is associated with a work order, the asset tag ID and asset tag also appear here.
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title | Section 4: Work Order Actions |
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The actionable buttons in this section allow you to: - Add Note: Opens the Note pop-up where you may add a note to the work order and also perform other actions such as adding an attachment, rescheduling the work order, or updating its status.
- View Details: Opens the detailed view of the work order.
- 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.
- Enter Refrigerant Usage: For work orders involving refrigerants, you may add the details on refrigerants used to service a work order — on condition you have a specific feature enabled for that. Read more on how to manage refrigerant work orders in Provider Automation.
- Create Proposal: Allows you to create a proposal linked to the selected work order. See Creating Proposals for more information.
- Create Invoice: Allows you to create an invoice from a work order in the Completed and Completed/Confirmed statuses. See Creating an Invoice for more information.
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