Creating a Work Order in Dashboard 2.0

Owned by Uma Srinivasan (Unlicensed)
Last updated: Aug 25, 2021 by Chellie Esters
4 min read

Depending on your permissions, the New Service Request page may be the first page you see after you login. 

The selections available to you are determined by your ServiceChannel administrator, and your system configuration may vary.

Creating a Work Order

Important

Selecting and confirming the appropriate service dictates which service provider arrives at which location to fix which problem. Read the information on this page carefully to avoid submitting a service request to the wrong service provider or the wrong location.

When you create a work order, you need to enter all details that help identify a problem, asset, and location. Depending on your system configuration, you may see Duplicate Warnings and/or Troubleshooting tips for some problems.

  • Duplicate Warnings: Duplicate warnings alert you and help you avoid dispatching a service provider multiple times to your location for solving the same problem. See Resolving Duplicate Work Orders and Repeated Issues for more information.
  • Troubleshooting Tips/Questions/Messages: Your ServiceChannel administrator may have defined troubleshooting tips for some problem types. These help with determining if you can solve the problem without dispatching the provider, and also with providing detailed information for the provider, if dispatched.

In case your ServiceChannel administrator has enabled Location Notes to appear in the New Service Request tab, the Location Notes button appears in this screen. You may toggle between opening and closing the location notes by clicking the Location Notes button.

⦿ How to Create a Work Order

  1. Click the New Service Request tab. The New Service Request page appears, with the Store Number, and your Full Name/Title auto-filled.

    In case your name does not auto-populate, enter your First and Last name.

  2. Choose the appropriate Area, Problem Type, Asset, and Problem.
  3. Review your selections carefully, and then click Next.

    1. For Equipment Manager clients: Choose the Asset for which you are reporting the problem. See Reporting Problems on Assets, below.

      Important

      At this point, the system will check if a similar problem either already has an open ticket (called a Duplicate Work Order) or was fixed within the past 30 days (called a Repeated Issue). The system will prompt you to review the existing work order before proceeding. See Resolving Duplicate Work Orders and Repeated Issues for more information.

  4. Describe or troubleshoot the problem:

    1. To describe the problem: Enter the relevant information in the text box. Fully describe the problem so the service provider is as knowledgeable about your request as possible.

      The Description is limited to 4000 characters. Should you enter more than 4,000 characters, Dashboard 2.0 displays an error on the Confirmation page, and you will not be able to submit the request until the Description is edited to no more than 4,000 characters.

    2. To troubleshoot the problem: Answer the questions to determine if the problem still persists after you tried to resolve it yourself. (See Interactive Troubleshooting Questions and Messages for more information.) Important: if you have resolved the problem, STOP HERE and click the Problem Solved button.

      Problem Solved work orders data is collected in Analytics. See About Analytics for more information. 

    3. Messages and Alternate Solutions: Some problems may display a Message, detailing alternate actions to take for certain selected problems (such as displaying a person to contact or specific actions to take instead). In this case, follow the alternate solution(s). See Interactive Troubleshooting Questions and Messages for more information.

  5. Click Next.
  6. Review the service request for accuracy, and note the Category, Priority, Not-to-Exceed Amount, Estimated Scheduled Date/Time and Service Provider.
  7. (Where available) Choose a Label and/or a Weather Event to associate to the work order.
  8. Select a file(s) to upload a picture of the requested problem (if available and applicable).
  9. Click Submit Request. The confirmation page appears with the generated work order, and the work order dispatches to the service provider. See Reviewing the Confirmation Page, below.

Using Keyword Search to Create Work Orders

Keyword search is a feature that provides dashboard users with an additional method for entering service request data. With the feature enabled, dashboard users will be able to enter a keyword that correlates with a word/term that appears in the Issue List. Users would then be presented with a list of possible service request options to select from. The selection chosen will populate the service request screen. 

In the example below, the keyword Generator returned several possible service requests. The user selects Exterior > Lighting > Emergency Lighting > Emergency/Exit Lights Out, which then populates the service request form. Users still have the option of manually changing the Area, Problem Type, Asset and/or Problem. 

Note: The options that are available are the same options that are available when manually entering service request data.

Reporting Problems on Assets

ServiceChannel administrators who use the Assets Module need to manage work orders for each location’s assets (such as ovens, racks, computers, registers, and more). After you choose a problem, a page will appear which will require you to choose the appropriate asset for the problem you just submitted. After choosing an asset, you will then continue to the troubleshooting section.

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