About the Work Orders Details View

Viewing the detailed information on a work order helps facility managers keep track of the work order life cycle.

The detailed view of a work order is comprehensive and lets you perform the following actions:

• Find all key details regarding a work order, such as its tracking number, caller details, problem description, and resolution including resolution and root cause codes if they’ve been added by the provider
• View files attached to a work order and work order notes, including the original NTE
• See the history of status changes
• Look through proposals linked to a work order
• View service provider check-in/out information
• Add or delete attachments
• View the asset details
• Find the invoice info
• Print the work order
• Edit the work order to modify the work order details or update the status
• Add notes to a work order and update its scheduled date
• Leave a review for a work order or check the review if this work order has already been reviewed

Accessing the Work Order Details Page

From the Work Orders List page, you can quickly find the desired work order and navigate to the request details.

Work Order Details and Description

In the detailed view, the work order details and description are displayed in four groups:

• Section 1: Status and summary
• Section 2: Work Order details
• Section 3: Audit Trails, Attachments, and Links

Section 1: Work Order Status and Summary

The work order status and summary appear in the header of the detailed view.

The left section of the header displays the current primary and extended status of the work order and is color-coded based on the status. See About Work Order Life Cycle and Statuses for more information on statuses.

The right section of the header displays the problem details: the first row shows the problem code; the second row describes the area, problem type, and asset; and the third row contains the trade, priority, and category of the work order. In case the problem code, area, problem type, and asset details are not available for a work order, the problem description is shown.

Section 2: Work Order Details

This section displays work order details in four columns.

Section 3: Audit Trails, Attachments, and Links

In this area, you will find various information that is associated with this work order, such as:

• Attachments & Notes. The default filter selection is the All Notes tab which shows both system and user created notes. Click on the System Created tab to only view notes that were system created. Click on User Created to only view notes your users have created. View a list of images and files uploaded to the work order; an audit trail of all changes; and all communication between your team and service providers. From here, you can add a note or update the scheduled date.
• Status History. An audit trail of the changes to the work order status, and by whom.
• Check In / Out. An audit trail of the technicians who checked in and out of that work order through IVR, SC Provider Mobile, or other integrations. You will also see when a work order editor has added labor hours to the work order on behalf of technicians or other facilities workers.
• Checklists. When a Checklist is designed and is completed in SC Provider Mobile, the results and corresponding images appear here.
• Asset History. A list of updates made to the asset associated with this work order.
• Linked Work Orders (n). When another work order is linked to this work order, this tab becomes active and shows the list of original and follow-up work orders.
• Proposals. When a proposal linked to this work order exists, a summary of the proposal and the proposal number(s) appear here, where you can navigate to /wiki/spaces/UJNK/pages/559153193 for a detailed view.
• Invoice & Materials / Parts. Similar to Proposals, an invoice summary — along with the invoice number, labor and, materials — appear here after the work order is invoiced. From here, you can navigate to Invoice Manager for a detailed view.

Along the bottom of the work order you can:

• Print the work order
• Edit the work order details
• Add a note or update the schedule date
• Leave or view Star Rating reviews depending on work order status.
• YNavigate from one work order to the next using the Previous and Next buttons when reviewing more than one work order from the Work Order List.

Printing Work Order Details

You may print the work order details from the detailed view by clicking Print at the bottom of the page. The work order details, problem description (when expanded), and the details in the selected tab at the bottom are printed.

Viewing a Work Order Review

A work order review helps you get more details about the provider job on the desired work order. The person who submits a review for a work order star rates the provider’s performance and leaves a brief comment describing whether the job has been done well and providing any other relevant info.

In the overlay, you can find the work order details, such as the tracking number, trade, location info, and provider name as well as the work order star review and custom feedback responses.

Converting 24-Hour Time to 12-Hour Time

Service Automation lists times in a 24-hour (or military) format. Below is a table to help you convert the scheduled time to the 12-hour time, if needed.