Reviewing Details of a Work Order in ServiceChannel Provider
As you land on the Details tab, you can view the following information on the work order. Those work order details that can be updated have a blue pencil ✐ icon. Tap the icon to start editing!
✐ Description
The explanation of the problem as entered while placing the service request.
✐ Status
The current stage of the work order.
What statuses are available to you upon editing depends on your permissions. You may have access to all of your client’s statuses or only to a limited set of statuses.
✐ Priority
The number of hours or days from the call date that the service provider should arrive on site to work on the issue. Priorities are configured by your client and define the scheduled date and time of work orders.
Important: Changing the priority on a generated work order will not change the scheduled date. In case you change the priority, you should then update the scheduled date.
✐ Linked Work Orders
Tracking numbers of associated work orders, if any.
If you have a pencil icon in this section, it means you have permission to link existing work orders. By tapping the pencil icon, you will have an option to pick existing work orders and associate them with your work order on the Link Work Orders screen. Note that you can link the work orders created for the same location as that of your work order.
✐ Schedule Date
The date and time the service provider should arrive at the location. It is calculated based on the Call Date and the Priority of the work order.
Should you need to reschedule a work order — say, due to weather, material shortage, technician shortage, or other reasons — you may do so by tapping the pencil icon.
Call Date
The date and time the work order was generated. Cannot be edited.
Caller
The person who submitted the work order. Cannot be edited.
✐ Trade
The line of work under which the work order falls, for example, Doors, Electrical, Lighting, etc.
When you want to change the trade on a work order, among the available options, the app will show only those trades you are assigned to service at this location per your client’s Locations & Provider Assignments rules.
Changing the trade on a work order may prompt you to update the issue list selections (area, problem type, asset type, problem code) to properly align with the nature of the work order.
✐ Weather Type
A work order may be associated with a weather type to reflect which weather event (extreme heat, hurricane, snow, etc.) caused the issue reported on the work order.
Having weather types captured properly on work orders helps clients keep track of work orders triggered by severe weather events in the work order map view available in Service Automation.
✐ NTE
The not-to-exceed amount. The amount that the provider is not expected to exceed when they charge the client for the rendered service.
Your ability to edit the NTE amount on a work order depends on the permissions granted to you by your client.
Provider
The company assigned to complete the work order.
Even though there is no pencil icon in the Provider section, you can still change the provider — by reassigning a work order.
✐ Asset
Asset that should be repaired, replaced, or inspected as specified on the work order. Note that a single Planned Maintenance work order can be associated with multiple assets.
The Asset section shows:
- Asset tag ID (unique ID of the asset)
- Asset tag (the decoded value contained in a barcode, QR code, or NFC tag)
By tapping the Asset section, you navigate to the asset details screen with more asset data, including the brand, model number, installation date, service history of this asset, and more.
Having the corresponding permissions, you can perform the following actions with the asset:
- Remove the asset from the work order
- Change the asset on a work order
- Update asset attributes, for example, change the asset condition from Excellent to Good
✐ Parts Used
List of parts (aka items or materials) used to service the asset.
These can be inventory parts taken from internal inventory at one of the client’s locations, inventory parts from your truck, or non-inventory parts supplied by a third-party vendor.
Tap the Parts Used section to view part details or capture more parts used on a work order.
Assigned to Technicians
Technician or technicians assigned to complete the work order. Cannot be edited.
Note that several technicians can work on the same work order simultaneously, while being logged in to SC Provider from different mobile devices.
Accepted by Technicians
Technician or technicians who have already accepted the work order. Cannot be edited.
Note that several technicians can work on the same work order simultaneously, while being logged in to SC Provider from different mobile devices.
Tracking Number
Automatically generated number for a work order that allows you and your client to quickly find the work order in the system. Cannot be edited as opposed to the Work Order Number and the Purchase Order Number.
✐ Work Order Number
Editable number that you can adjust per your needs to align with your current business practices.
By default, when a work order is generated, the work order number corresponds to the Tracking Number.
✐ Purchase Order Number
Editable number that your client or you can adjust per the client’s internal purchase order number system.
By default, when a work order is generated, the purchase order number corresponds to the Tracking Number.
✐ Category
The overall classification used to group different types of work orders (e.g., Maintenance, Repair, CapEx, etc.).
