Managing Statuses
Like a category, a status is required on each work order. Providers can not edit work orders. However, you can allow providers to select specific statuses when adding notes to a work order.
The billable statuses for which providers can submit invoices are Completed and Completed/Confirmed. All other Completed statuses are non-billable. Billable statuses should not be enabled as options for providers because no validation of work performed would be required. For detailed descriptions of typical work order statuses, see Status Definitions.
- In the hamburger menu in the upper-left corner of the page, select Admin > WO Properties > Statuses.
Status Options
In the table below, you can see the parameters of the statuses that appear on the Statuses page and their descriptions. Admin users can adjust the status options as well as add or delete extended statuses.
Column | Description |
|---|---|
Status | The main status of a work order: Open, In Progress, Completed, or Void. |
Extended Status | Configurable additional statuses that help to further detail the current main status of a work order. For example, for a work order that is In Progress, you can specify that a provider has checked into the work order using the In Progress - On Site extended status. If the provider needs to order parts after the initial visit, you can mark it as In Progress - Parts On Order. Some extended statuses are enabled for your company by default. You can also add custom extended statuses. Please see Status Definitions for a list of typical statuses and their descriptions. |
| Excluded Trade | Exclude certain trades from selecting statuses that are not suitable for their trade. Ex: Plumbing trade should never be allowed to choose Completed - Snow Haul. |
| Options for Subscriber | |
New NTE | The NTE amount that automatically appears in the overlay for editing a work order once a subscriber user selects this status. The user can change the NTE that populates automatically. This option is often used to change the NTE to $0 (for example, for Cancelled or No Charge statuses). |
| Non-Admin Can Select | Allows non-admin subscriber users to assign this status to work orders. When you empower non-admins to move WOs to a particular status, admins are automatically allowed to do so — the Admin Can Select option also gets selected. For the Void status, non-admin users need to have the Power User secondary role to be able to void work orders. |
| Admin Can Select | Allows subscriber users with admin permissions to move work orders to this status. This option is enabled for the Void status by default, you cannot disable it. Admin users are always granted permission to void work orders. |
Options for Providers The options for providers are not available for the Void status because only subscriber users can void work orders. | |
Can Select | Enables providers to select this status for Open and In Progress work orders upon adding a note. Enable the Can Select option for the other provider parameters to work. |
Can Select for Completed | Controls which status providers can move a Completed work order when they add a note. |
Shipping Info Req’d | Requires providers to enter shipping information for parts for this status: destination, carrier, and shipping tracking number. |
Res Text Req’d | Requires providers to enter a resolution text for this status. |
Res Codes Req’d | Requires providers to specify resolution codes for this status. |
Scheduled Date Req’d | Checks whether the Scheduled Date field is not empty for this status. |
Change NTE to 0 | Changes the NTE amount of a work order to 0 once a provider moves it to this status (for example, for Cancelled or No Charge statuses). |
| Ask for Reviews | Activates the star review process for completed work orders. Only the Completed status with or without any extended status can be picked in this column. Once a work order moves to the selected status, you can leave a review on it by star rating the provider’s work on a scale from one to five. Note that you can review work orders either through Service Automation, Dashboard, or ServiceChannel Mobile app. Also, it’s possible to initiate the work order star review via email. |
| Can Create Proposal | Allows providers to create proposals for work orders in this status. |
To sort the table contents by a specific column, click the column header (except for Actions). You will see an arrow 🔼 next to the column name showing the column is sorted in ascending order. To change the order to descending 🔽, click the column header again.
Managing Extended Statuses
Admin users can add, edit, or delete extended statuses.
You can not delete the Void status or add an extended status to it.
Adding an Extended Status
You can add custom extended statuses and choose whether subscriber and provider users can move work orders to this status. You can also adjust the parameters of each status to suit your company's business needs.
- In the upper-left corner of the page listing work order statuses, click Add Extended Status. An overlay for adding an extended status appears.
- Select the main status from the Select a Status drop-down list.
- Type the desired extended status in the Extended Status field.
- Configure the options for subscribers and providers.
- Click Save.
Your new extended status appears on the Statuses page.
Editing or Deleting an Extended Status
Before you edit or delete an extended status, make sure it doesn't have any data associated with it in work orders, proposals, or invoices. If you try to edit or delete an extended status associated with data, an error message will appear.
- On the page listing work order statuses, locate the extended status you want to edit, and click the pencil icon ✏️ under Actions.
- In the overlay that appears, make the desired changes to the status, and click Save to confirm.
The status gets updated.
- On the page showing work order statuses, locate the extended status you want to delete, and click the red cross icon ❌ under Actions.
- To confirm your action, click OK in the confirmation pop-up that appears.
The status is removed from the Statuses page.