Viewing and Modifying Work Orders in SC Mobile

    Work orders logged through either SC Mobile or the Dashboard will appear in the work order list in SC Mobile. You may see either all work orders for one location, or all work orders across all location(s) to which you have access.

    Note: SC Mobile does not follow permissions based on Location Note Headers.

    While viewing the work order list you may:

    • view work order details;
    • filter work orders by status, category, priority, and/or trade; and
    • 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.

    How to access Work Orders for a single Location:

    Note: Users with access to only one location will not have to choose a Location, it will automatically be chosen for you.
    1. On the SC Mobile home page, tap Locations.
    2. Locate and tap the desired location. The work orders for that location appears.

    Work Order List in SC Mobile

    How to access Work Orders for all Locations:

    1. On the SC Mobile home page, tap WOs. The Work Orders page appears, listing work orders for all locations to which you have access.

    Work Order List for All Accessible Locations in SC Mobile

    Viewing Work Order Details

    The Work Orders list displays work orders for both the past 90 days and 90 days into the future. You will see a brief overview of each listed work order; tapping a work order will give you more details.

    Work Order Overview

    Details of a Work Order in a Work Order List

    • 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 Statuses

    • Work Order Highlight: Only the trade, issue description, store number and location, and provider assigned to the work order are listed. In this example,
      • the work order is in the “Electrical” trade
      • the issue description is “Back Area/Lighting…”
      • the Location ID is “001” located in “NY 11210” and
      • the service provider is “iFixx Services”.
    • Schedule Date: Approximately when the service provider plans to be at your location. In this example, the service provider is scheduled to arrive “in 6 days”.
      • Tip: When a provider is scheduled to arrive today you will see a time. Otherwise, you will see either “in x days” or “x days ago” or “x month(s) ago”.
    • Priority: The number of days from the Schedule Date the service provider should arrive onsite to work on the issue, as configured by your administrator. In this example, the priority is “7 days”.

    Filtering Work Orders

    To help narrow down your work order list, you may filter by Status, Category, Priority, and/or Trade. This is beneficial, for example, when you want to only see the repair work orders, in-progress work orders or emergency work orders.

    • “All” means that no filters are applied for that section, as illustrated next to “Trades”.
    • A number indicates how many were selected, and thus applying the filter.
    • To see the full list, you must reset the filters on the bottom of the page, and then apply the change.

    Filtering in SC Mobile

    Once filters are applied, the filters remain turned on even when you quit the app or logout.

    Filters Applied to the Work Order List

    How to turn on Filters:

    1. On the Work Orders list page, tap Filter WOs. The Filter Work Orders page appears.
    2. Tap Status, Category, Priority, and/or Trade to uncheck the items you do not wish to see, and then tap Apply.
    3. Tap Save & Apply. Filter WOs will change to Filters Applied.

    How to reset Filters:

    1. On the Work Orders list page, tap Filters Applied. The Filter Work Orders page appears.
    2. Tap Reset All, and then tap Save & Apply. Filters Applied will change to Filter WOs.

    Work Order Details

    Work Order Details in SC Mobile

    Tapping a work order displays its Details, as follows:

    Name

    Definition

    Status

    The current stage of the work order.

    Priority**

    The number of days from the Schedule Date the service provider should arrive onsite to work on the issue, as configured by your administrator.

    Related Proposals*

    The list of Proposals linked to the work order, along with the proposal status. (See “Taking Action on Proposals in SC Mobile” for more information.)

    Schedule Date**

    The date and time the service provider should arrive at your location, calculated by the Priority.

    Call Date

    The date the work order was generated.

    Caller

    The person who submitted the work order.

    Trade**

    The line of work under which the work order falls.

    Provider / Provider’s Phone* **

    The company assigned the work order. Tap the Provider’s name to pull up the telephone number

    NTE* **

    An acronym for not to exceed: the maximum amount the service provider may charge for the service listed on the work order.

    Recall

    Whether the current work order is a recall from an earlier job.

    Tracking Number

    This is the automatically generated number for a work order. This number cannot be changed.

    Work Order Number / Purchase Order Number**

    These editable numbers allow you to put custom numbers that align with your current business practices.

    Description**

    The explanation of the problem, as entered while placing the service request.

    Category**

    Classifications that are created in the system by the administrator to group different types of work orders.

    Last Note

    Additional details about the work order, entered either automatically by the system or by users or service providers.

    * = Your system configuration determines if you can see Related Proposals, Provider’s Phone, and/or NTE.

    ** = Users with edit rights will see a pencil icon next to editable fields. See Modifying a Work Order, below, for more information.

    Modifying Work Order Details

    Permissioned users may edit various work order details in SC Mobile. A pencil icon indicates the field(s) you are able to edit. The following fields may be modified:

    • Status, Priority, and Category
    • Schedule Date and NTE
    • Description of work order
    • Purchase Order Number
    • Provider assignment and Trade (See “Reassigning a Work Order,” below.)
    Note: our permissions, as set by your administrator, determine which of these fields you can edit.
    Note: Users who only have edit rights in the Dashboard can only edit work order statuses.

    How to Modify Work Order Details

    1. On the desired field, tap the pencil icon to update the related information.
      • Spin wheels are used for Status, Priority, Category, Schedule Date
      • Text entry is used for Description, Purchase Order Number, and NTE
      • Drop-down menus + spin wheels are used for Provider and Trade
    2. Tap Save. The work order is updated.

    Editable Work Order Information

    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 may be because the provider is not able to make the schedule date or the work order was created under a specific trade and the provider does not service that trade.

    Reassigning a Work Order in SC Mobile

    How to Reassign a Work Order to another service provider:

    1. On the desired work order detail, tap either Trade or Provider. The Reassign WO page appears.
      Note: When tapping Trade, the Trade drop-down menu expands. When tapping Provider, the Provider drop-down menu expands.
    2. Tap the desired drop-down menu(s) and then use the spin wheel underneath to modify the Trade and/or Provider.
    3. Tap the Reason drop-down menu, and then use the spin wheel to select the purpose for reassignment.
    4. Tap Reassign to update the work order -OR- continue below steps to add notes/photos/emails to the reassignment.
    5. (Optional) Tap Add Note to communicate information to the new service provider.
      • (Optional) Tap Add Photo to either take a current photo of the issue or to attach a photo already taken of the issue.
    6. Tap Proceed. The Notifications page appears.
    7. (Optional) Tap the name(s) of the people you wish to notify about the reassignment, and/or tap Add Email+ to enter an email of a person who is not listed.
      Note: Only ServiceChannel users with email address listed in Admin > Users will appear in this list.)
    8. Tap Send. The work order is reassigned to the new service provider.

    Creating a Work Order

    From the Work Orders list page tap New WO, and then follow the steps to create a new work order.

    Create Work Order from Work Order List