Viewing and Modifying Work Orders in SC Mobile
- Jing Tong (Unlicensed)
- Caroline Antoun
- Natalia Larina (Unlicensed)
SC Mobile does not follow permissions based on Location Note Headers.
From the work orders list, you can:
- View work order details
- Dynamically filter work orders by status, category, priority, trade, provider, and weather type
- Modify work order details, including reassign work orders (for permissioned users)
You may also create a new work order and view/add notes and attachments.
Users with access to only one location do not have to select a location.
- On the SC Mobile home screen, tap Locations.
- Locate and tap the desired location. Work orders for that location appear.
- On the SC Mobile home screen, tap WOs. The Work Orders screen appears, listing work orders for all locations to which you have access.
Viewing Work Order Details
The Work Orders list displays work orders for the past 90 days and 90 days in the future. This list provides a brief overview of each listed work order. To view more details, tap a work order.
Work Order Overview
- Work Order Status: A colored box indicating the status the work order is in, in line with the statuses in Service Automation. In this example, the work order is in the Open status.
- Work Order Highlights: You can see the WO trade, issue description, location info, and the assigned provider. The work order shown in the image above has the following parameters:
- The work order trade is “Electrical”.
- The issue description is “DINING ROOM / Electrical / Outlets /...”.
- The Location ID is “046” located in “TX 75202”.
- The service provider is “iFixx Services”.
- Scheduled Date: The number of hours and/or days after the Call Date when the service provider should check in to perform work on the requested service. If it is a Completed work order, like this example, it will show how many days or hours past the Call Date. In this example, the service provider was scheduled to arrive “6 days ago”. When a provider is scheduled to arrive today, you will see a specific time. Otherwise, you will see either “In x days” or “x Days Ago” or “x Month(s) Ago”.
- Priority: Period during which a service provider should check in to perform the requested service. In this example, the priority is “7 Days”.
- Reviews: You can see the ratings for provider performance for that work order. When you tap on it, you will see the full details of the review including answers to your custom survey questions. Or the stars will show empty with the text "Please Leave Review" indicating a review is still needed.
Filtering Work Orders
You can filter work orders by Time Period, Status/Extended Status, Category, Priority, Trade, Provider, and Weather Type. This is beneficial, for example, when you want to view only repair work orders, in-progress work orders, or emergency work orders. You can choose up to 4 filters.
The Default filter displays work orders in all statuses, categories, priorities, trades, providers, and weather types with scheduled dates over the past 1 month. You can make adjustments to this default filter in case you always want to display certain work orders, such as those only in the repair category, or those only in a subset of statuses, or those going back 6–12 months.
You can also create custom filters to hone in on the exact work order set you need.
Filters
You can set the following filters:
- Time Period
- Status/Extended Status
- Category
- Priority
- Trade
- Provider
- Weather Type
Once the filters are applied, they remain turned on — even when you quit the app or log out. You can reset the filters, or save a custom filter.
Setting the Time Period
You can now set the filter by the time period and by either the Schedule date or the Call date. Just tap on the button to select either one.
- Tap on the time frame listed: Current Day | Previous Day | Last 7 Days | Last 1 Month | Last 3 Month
or - Choose Date Range.
- Tap the back arrow when finished.
Choose a date range no more than a 12 month time period.
- Tap on the From box and the calendar will pop up.
- Tap on the date.
- Tap on the To box and again the calendar will pop up.
- Tap on the date.
- Tap Save.
Status / Extended Status | Category | Priority | Trade | Provider | Weather Type
All these filters function the same way. When you tap on the filter, you will see the list of options to choose from on that filter screen. You can scroll through and select them individually, you can tap on Select All, or use the search bar which will autofill your options as you type.
Choose a date range no more than a 12 month time period.
- Tape on the desired filter(s).
- Tap Save. After tapping Save, you will be returned to the Work Order Filters screen.
- Repeat for additional filter types. Then click Apply.
Custom Filters
You can also create up to 3 custom filters to hone in on the exact work order set you need.
- On the Work Orders list screen, tap Filter. The Work Order Filters screen appears.
- Set your desired filters.
- Tap Save in the right hand top corner. The Saved Filters section will display with a new row titled "Filter Name X".
- Tap on the filter row.
- Tap on the "Filter Name X" to change the name.
- Tap Save.
- Tap on the filter circle next to the filter name to turn that filter on.
- On the Work Orders list screen, tap Filter. The Work Order Filters screen appears.
- Tap on the circle next to the filter name to uncheck it (If you have a custom filter turned on. Skip if you don't)
Tap Reset.
If you have a custom filter on, you must deselect it to reset the filters. It is not enough to simply uncheck it.
- On the Work Orders list screen, tap Filter. The Work Order Filters screen appears.
- Tap on the custom filter name.
- Tape Delete Saved Filter in red at the bottom. You will be immediately directed to the Work Order Filters screen. There is no pop up warning message.
Work Order Details
Tap a work order to view its details.
Name | Definition |
Status** | The current status of the work order. |
Priority** | Period during which a service provider should check in to perform the requested service. |
Related Proposals* | The list of Proposals linked to the work order, along with the proposal status. (See Viewing and Taking Action on Proposals in SC Mobile for more information.) |
Schedule Date** | The number of hours and/or days after the Call Date when the service provider should check in to perform work on the requested service. |
Call Date | The date and time the work order was generated. |
| Projected Completion Date | Current date and time a work order can reasonably be expected to be completed by. If you change the Projected Completion Date more than once, those dates and times will not be reflected here or the Original Projected Completion Date. This is only the current Projected Completion Date. |
| Original Projected Completion Date | Original date and time a work order was expected to be completed by. |
Caller | The person who submitted the work order. |
Trade** | The line of work under which the work order falls. |
| Budget Insights | Clicking on the Budget section brings you to the Budget Details page |
| Weather Type | Weather type related to the work order. |
Provider / Provider’s Phone* ** | The company assigned the work order. Tap the provider’s name to dial the phone number. |
NTE* ** | An acronym for not to exceed: the maximum amount the service provider may charge for the service listed on the work order. Should you need to change the decimal point (.) to decimal comma (,) on monetary amounts, contact your ServiceChannel representative. |
Recall | Whether the current work order is a recall from an earlier job. |
Tracking Number | Unique identifier of the work order. The number is generated automatically and cannot be changed. |
| Work Order Number | Non-unique identifier of the work order. |
Purchase Order Number** | Purchase order number that you can edit if permissioned. |
Description** | Problem details entered while placing the service request. |
Category** | The overall classification of a WO, such as Maintenance, Repair, or CAPEX. |
Last Note | Notes added to a work order. Notes can be entered manually by users or service providers or created automatically by the system. |
| Pinned Note | Note that is most important to you that highlights the current state of the work order. Only one note can be pinned at a time. |
* = Your system configuration determines if you can see Related Proposals, Provider’s Phone, and/or NTE.
** = Users with edit permissions can see a pencil icon next to editable fields. See Modifying a Work Order below for more information.
Budget Insights. In this section, you will see how the In-Progress or Completed work order aligns with the budget assigned to it.
Clicking on the Budget section brings you to the Budget Details page. If the work order is not assigned to the budget, you will see a note saying the work order is not assigned.
Modifying Work Order Details
Permissioned users may edit various work order details in SC Mobile. A pencil icon indicates the field(s) you can edit. The following fields may be modified:
- Status, Priority, Trade, and Category
- Scheduled Date and NTE
- Description
- Purchase Order Number that can be a maximum of 50 alphanumeric characters
- Assigned provider (See Reassigning a Work Order below.)
Your permissions set by your administrator determine which of these fields you can edit. Users who have edit rights in Dashboard can only edit work order statuses.
- On the desired field, tap the pencil icon to update the related information.
- Modify the desired details, and tap Save. The work order is updated.
- (For Provider and Trade fields) Tap Reassign. (See Reassigning a Work Order below.)
Reassigning a Work Order
Permissioned users may reassign a work order to another service provider when the original provider is not able to service your location. This may be for various reasons — examples might be because the provider is not able to make the scheduled date or the work order was created under a specific trade and the provider does not service that trade.
On the screen listing work order details, tap either Trade or Provider. The Reassign WO screen appears.
To modify the Trade and/or Provider, tap the corresponding menu, and select the desired option.
Providers who are grayed out on the providers list were flagged as “Do Not Dispatch” by your company in Compliance Manager and thus cannot be assigned new work orders. Learn more about “Do Not Dispatch" providers.
- Tap Reason, and select the reason why you are reassigning the WO.
- Tap Reassign to confirm the reassignment.
Once you reassign a work order, its scheduled date is automatically updated based on the work order priority. If necessary, you can adjust the scheduled date later on from the work order details screen.
Creating a Work Order
From the Work Orders list page tap New WO, and then follow the steps to create a new work order.
