Depending on your permissions, you may reassign a work order to a different service provider, such as when the assigned 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 reassign a work order, the new service provider receives the service request email and the original service provider receives a cancellation email.

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.

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 window

⦿ How to Reassign a Work Order
  1. Select Reassign from 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 of the desired work order, open the Reassign drop-down, and select the desired service provider.
    The Reassign overlay appears on top of the detailed view of the work order.
  2. (Optional) Modify the scheduled date and time.
  3. Select the appropriate Reason for Reassignment.
  4. (Optional) Enter a Note describing the reason for the reassignment.
  5. (Optional) Modify the Problem Description:
    1. Click the Edit button next to Problem Description.
    2. Select the Area, Problem Type, Asset Type, Problem Code, as desired.
    3. Enter the new Problem Description.
    4. Click Save.
  6. (Optional) Update the Category, Priority, or Trade, as desired.
  7. (Optional) Update the NTE.
  8. (Optional) Check Yes, This is a Recall from Tracking #, and enter the tracking number in the box that appears.
  9. (Optional) Update the GL Code.
  10. Select the New Provider. The email of the selected provider lists in the Request will be sent to and Send a copy to fields.

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

  11. (Optional) Enter the desired email(s) in the Request will be sent to field.

    Use ; or , to separate multiple email addresses.

  12. (Optional) Enter the desired email(s) in the Send a copy to field.
  13. Click Reassign this Work Order. 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.

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.

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.

⦿ 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.jpg in the right part of the Reassign (# Providers available) button. The service provider list appears, with 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 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.
  4. Click Add > 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.

Automatically Reassigning Work Orders after Maximum Reschedules

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.