Reassigning a Work Order in ServiceChannel Provider
When you are not able to service the work order, you may reassign a work order to either an internal technician or an external service provider.
The ability to reassign work orders to external providers is controlled by an add-on feature. Contact your ServiceChannel representative should you want to select external service providers.
Reassigning a Work Order to an Internal Technician
Tap the More button on the desired work order, and select the Reassign option.
- Tap To Internal Technicians.
- If the scheduled date of the work order has already passed, pick the new scheduled date and time. When ready, tap Done.
- Select the required technician.
- Select the reassignment reason.
- (Optional) Enter a reassignment note if you want to add more reassignment details.
- Tap Next.
The work order has been reassigned to another technician and appears under the Internal tab.
Reassigning a Work Order to an External Provider
With ServiceChannel Provider, technicians with appropriate permissions can reassign work orders to external providers. This ability further extends the capabilities of ServiceChannel Provider.
To reassign a work order to an external provider, make sure you have the corresponding permission enabled. Contact your Customer Success Manager to enable the permission.
RECOMMENDATION: If there is some sensitive information in the notes section you do not want to share, do not reassign the work order since the external provider will have access to all the notes posted throughout the work order lifecycle.
- Navigate to the work order that you want to reassign.
Tap the More button, and select the Reassign option.
Select To External Provider.
If this option is not available to you, it means that your administrator has not enabled external reassignment for you.
- If the Scheduled Date has passed, a date/time modal will appear where you can pick a new date and time.
- Select the Primary Trade from the available list if you want to change the original trade. Note that the original primary trade of the work order is marked with the CURRENT label.
Select the Provider and Reason for why the work order is being reassigned.
(Optional) Add a Note explaining the reassignment reason.
When ready, tap Next to complete the reassignment.
After you have completed the above-mentioned steps, you can verify that the reassignment was successful by reviewing the work order under the External tab.
