Depending on your permissions, you may reassign a work order to a different service provider. For example, when the original service provider cannot make the estimated time of arrival (ETA), or when the provider does not service the trade, you can select an alternative service provider assigned to the same location and trade. While reassigning a work order, it is required to also select why you are reassigning it.
After you reassign a work order, the new service provider receives the service request email and the original service provider receives a cancellation email.
It is also possible to set a work order to automatically reassign to the next ranked provider. See Automatically Reassigning Work Orders after Maximum Reschedules, below, for more information.
Reassigning a Work Order to a Service Provider Already Assigned to the Trade and Location
You may reassign a work order to a service provider already assigned to the corresponding trade and location from:
- The list view
- The detailed view of a work order, and
- The Edit Work Order window, from here you may assign a new service provider to the trade/location associated with the work order and reassign the work order. See Assigning a New Service Provider to a Trade/Location Associated with a Work Order for more information.
The Reassign window displays a summary of the work history of the originally assigned service provider for the location, including the number of work orders in the open and in progress statuses, as well as the number of work orders with open RFPs or proposals. Clicking the View Work History link opens the Work Orders page listing all work orders for the same trade/location assigned to the service provider. This helps identify if there are open work orders for the same problem and whether the problem is recurring, helping you determine whether a piece of equipment needs to be replaced.
- Navigate to the details page of the desired work order, and click Reassign # at the bottom of the page. The Reassign overlay appears on top of the work order detailed view.
- (Optional) Modify the scheduled date and time.
Select the appropriate Reason for Reassignment.
Reason for Reassignment is a required field.
- (Optional) Enter a Note describing the reason for the reassignment.
(Optional) Modify the Problem Description:
1. Click the Edit button next to Problem Description. The overlay for updating the problem description opens.
2. Select the Dashboard, Area, Problem Type, Asset Type, Problem Code, as desired.
3. Enter the new Problem Description, and click Save.- (Optional) Update the Label, Category, Priority, Trade, NTE, or Purchase Order Number.
- (Optional) Check Yes, This is a Recall from Tracking #, and enter the tracking number in the box that appears. The NTE amount updates to zero.
- (Optional) Update the GL Code.
Select the New Provider. In case you’ve selected a service provider from the tooltip that appears when you click the arrow next to the Reassign # button on the work order details page, the provider name is already filled out in the Select New Provider field. The email of the selected provider appears in the Request will be sent to and Send a copy to fields.
Providers that are grayed out in the Select New Provider drop-down list cannot be selected. These providers are flagged as “Do Not Dispatch” in Compliance Manager and cannot be assigned new work orders. Learn more about Managing “Do Not Dispatch” Providers.
Use ; or , to separate multiple email addresses.
- When ready, click Reassign this Work Order. A confirmation message appears at the top of the screen, noting that the work order was reassigned to the new provider. A note gets added to the work order with the details of the reassignment.
Once you’ve reassigned a work order, the new service provider receives the service request email and the original service provider gets a cancellation email.
Assigning a New Service Provider to a Trade/Location Associated with a Work Order
Power users may assign a new service provider to the trade and location associated with a work order. This is especially useful when no alternate service providers are available to reassign a work order.
The Reassign combo button in the Work Order Details view lists the service providers available for reassigning the work order and allows assigning a new service provider.
- In the detailed view of the work order, click the arrow next to the Reassign # button, where # shows the number of available providers. The service provider list appears, with the Assign Provider option listed.
- ClickAssign Provider. The<Trade> for Location <#>pop-up window appears, listing the assigned service providers and their corresponding ranks.
In the Rank drop-down at the bottom of the pop-up, select the desired rank for the new service provider, and select the new provider from the Select provider list.
In the drop-down list with providers, some companies may appear grayed out. It means that they were flagged as “Do Not Dispatch” by your company in Compliance Manager and thus they cannot be assigned new trades that they have not serviced before. Read more about Managing “Do Not Dispatch” Providers.
Click Add.
Should you inadvertently assign providers to the same rank, you will see an error message prompting you to fix the assignment rule.
- If no errors were found, click Save.
The new service provider is added to the list of available providers. You may now reassign the work order to the newly added service provider.
Automatically Reassigning Work Orders after Maximum Reschedules
Contact your ServiceChannel representative to turn this feature on.
Work orders that belong to certain trades may need to be resolved sooner rather than later. To avoid delays on such trades, you can contact your ServiceChannel representative to define a maximum number of reschedules for these trades and set these work orders to auto-reassign to the next ranked provider, should the first provider reschedule it more than the allowed number of times.
For example, suppose you set HVAC work orders to reassign after 3 reschedules, and you have assigned an HVAC work order to a rank 1 service provider. If the service provider tries to reassign the work order the 4th time, the work order will auto-reassign to the next ranked (rank 2) provider. Note that this works only when there is a service provider in the next immediate rank (+1; rank 2 in this example.)
When the work order is auto-reassigned to the next provider, the original provider will be sent a service request cancellation email.
