Rescheduling a Work Order

Rescheduling a Work Order

There may be instances where you want to reschedule a work order, based on your location availability or a service provider’s request to reschedule a work order.

Note: You may also reschedule a work order using the Edit Work Order button in the detailed view of a work order.

How to Reschedule a Work Order

1. In the detailed view of the desired work order, under the Attachments & Notes tab, click Add Note/Update Schedule Date. The Note <#> for <WO #> pop-up window appears.
2. Enter the new Schedule Date and the time.
3. Open the Reschedule Reason drop-down list, and select the appropriate item.
4. In the To Send Email Select Addressee(s) box, select the name of the person you wish to notify of this change. (To select multiple users, press Shift and select desired user names.)
5. (Optional) Enter desired additional email address(es) in the or Enter Email Address(es) box.
6. (Optional) Check the box next to Send a Copy to Myself.
7. (Optional) Enter your alternate or additional emails separated by ; or , in the My Email box.
8. Click Save and Send Note. The selected recipients receive email notification, and a new note appears in the list, indicating your user name, the reason for rescheduling, the rescheduled date and time, and the users who were emailed of the change.

Status History

The Status History tab displays the history of all status changes made, including the updated status, the user who updated the status, and the date and time the status was updated.

Check In/Out

Check in or check out made by service providers through either the GPS mobile app or the IVR telephone system and the details of the labor performed appear here. Check in/out details available include:

• The date and time of each check in and check out
• User ID of the service provider
• The Caller ID used to check in/check out
• Whether it was a check in or check out
• The status indicated at the time of check in or check out
• Work type
• Number of hours spent on site
• Total IVR /Check in hours

The information listed under Caller ID will differ, depending on the system used:

• IVR check in/check out: The phone number used to dial in appears.
• GPS check in/check out: The geolocation coordinates of the user’s mobile phone appears.

The Labor section displays the details added by the service provider while checking out through the GPS app or IVR:

• Name
• Work date
• Time in
• Time out
• Number of technicians
• Regular hours
• Premium hours
• Total hours

Asset Details

In case a work order has an asset tied to it, the following details display in this tab:

• The required outcome - Either Repair or Replace is selected, as indicated in the work order
• Asset details from the Asset module, including Physical Area, Type, Tag #, Brand, Model #, Serial #, and Warranty Exp

Invoice and Material/Parts

In case your service provider has added an invoice, you may view it in this tab. The invoice number appears in the name of the tab. This tab has two sections: Client Rates and Materials.

• Client Rates displays the details of the labor rates, travel expenses, and materials cost added through the invoice. The caller name and date as well as the provider name and the date the invoice was created also list here.
• Materials Ordered lists supplies ordered through the Supply Manager platform, including the quantity, part number, description of the part, and price points.

Printing Work Order Details

You may print the work order details from the detailed view by clicking Print at the bottom of the page. The work order details, problem description (when expanded), and the details in the selected tab at the bottom are printed.

Converting 24-Hour Time to 12-Hour Time

Service Automation lists times in 24-hour (or military) format. Below is a table to help you convert the Scheduled Time to 12-hour time, if needed:

Heading 2 looks like this - choose Heading 2 and then change the color to the top row, 5th from the left.

and Heading 3 should look like this - choose Heading 3 and then change the color to the top row, 5th from the left.