Viewing the Details, Adding Notes and Attachments, and Rescheduling a Work Order

    Viewing a work order will help facility managers keep track of the work order’s life cycle. The detailed view of a work order is comprehensive and lets you:

    • View all key details regarding a work order, such as tracking number, caller details, and problem description.
    • View service provider check in/check out information and history of status changes.
    • Add or delete attachments and notes, view status changes and attachments/notes added or deleted by other users.
    • View the problem description and resolution, asset details, and any labor or materials, itemized.
    • Edit the work order to modify the work order or problem details, update the status, or reschedule the work order.

    How to Open the Detailed View of a Work Order

    1. On the Work Orders List page, locate the desired work order, and click View. A detailed view of the work order displays.

    Work Order Details

    Work Order Details and Description

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

    Work Order Status and Summary

    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 status and extended status of the work order, and is color coded based on the status. (See About Work Order Statuses for more information on statuses.)

    The right section of the header displays the problem details: the first row displays problem code; the second row displays the area, problem type, and asset; and the third row displays 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 displays.

    Work Order Details

    This section displays work order identification details in four columns.

    Work Order Details

     

    Section

    Details Available

    First column

    • Tracking number, Work Order number, and Purchase Order number. In case a custom work order number is used, it appears here.
    • Recall: this field appears when the request is a recall, and the tracking number of the original work order displays.

    Second column

    • Age - the time elapsed since the work order was created until the completion date or the current date in case the work order is open or in progress.
    • Scheduled - the date and time when the service provider was scheduled to arrive at the location. Service Automation lists times in the Military format. See Converting 24-Hour Time to 12-Hour Time, if needed.
    • Created - the user who created the work order and the date and time the work order was created.
    • Work Date - the last date and time labor was performed on the work order.
    • Auto-Invoice - When enabled, appears with the word “Yes”
    • Auto-Complete - When enabled, appears with the word “Yes”

    Third column

    • Proposal - appears when there is a proposal attached to the work order; clicking the proposal number opens the Proposals Report, where you may take action on the proposal.
    • NTE - the Not-to-Exceed amount; should an approved proposal exist, the total proposed amount appears here; Subtotal/tax - in case a work order has a maximum subtotal and tax defined, the details display here.
    • Closing Authorization - the number given to a service provider when he or she checks out and updates the status of the work order to Complete using Service Automation’s IVR system.
    • GL Code, and other approval codes, if applicable.
    • Source - the source from where the work order was submitted; helps to quickly investigate the work order in case there is any issue.

    Fourth column

    • Location ID, location name, address, and phone number. Clicking on the location name opens the Location details page.
    • Provider name, primary contact name, address, email, and phone number.

    Location Notes

    In this section, information about the location to which the selected work order is attached, such as store details and contact information, is available.

    Problem Description

    This section displays the area, problem type, asset, problem code, and description. For completed work orders, the resolution added by the provider in the invoice appears here.

    Viewing Work Order Activity and Adding Notes and Attachments

    The bottom section of the work order window displays all of the work order activity in the following tabs: Attachments & Notes, Status History, Check In/Out, Asset Details, and Invoice & Materials/Parts.

    Attachments & Notes tab

    This tab displays the history of all activity pertaining to the work order, such as system-generated notes, notes and attachments added by users, any rescheduled information, and change of statuses, along with the date, time, and the name of the user who made the change.

    You may also add a note, add or delete attachments, or reschedule the work order from this tab.

    Adding Notes

    When adding a note, you may also place a Follow Up flag or an Action Required flag:

    • Follow Up: alerts the recipient to further communicate about the work order by a certain date. The date is listed in the work order note.
    • Action Required: alerts the recipient to take further action on a work order.
    Note: You may also add a note to multiple work orders. See Editing Multiple Work Orders in Batch for more information.

    You may either select a recipient(s) with access to the specific location from the To Send Email Select Addressees list or enter an email address(es) in the or Enter Email Address(es) box.

    In addition, you may also add an attachment related to the work order while adding a note.

    How to Add a Note to a Work Order

    1. In the detailed view of the desired work order, under the Attachments & Notes tab, click Add Note/Update Schedule Date. The Note <#> for <WO #> window opens.
    2. Enter your notes in the Notes text box.
    3. (Optional) Check the Follow Up box, and include the Date by which the recipient should respond.
    4. (Optional) Check the Action Required box.
    5. In the To Send Email Select Addressee(s) box, select the name of the person you wish to notify of this change. (To select multiple users, press Shift and select the desired user names.)
    6. (Optional) Enter desired additional email address(es) in the or Enter Email Address(es) box.
    7. (Optional) Check the Send a Copy to Myself box, and enter desired email in the My Email box.
    8. (Optional) Add an attachment:
      1. In the bottom of the Note <#> for <WO #> window, in the Add Attachment section, click Select a File.
      2. Browse to the location of the desired file, and click Choose. The selected file appears in the Notes window.
      3. Enter a brief description about the attachment.
    9. (Optional) Repeat steps 8a - 8c to add up to 5 files.
    10. Click Save and Send Note. The note details display in the Attachments & Notes tab. The selected recipients receive email notifications.

    Adding or Deleting Attachments

    You may add up to 5 files to a work order at a time from the Attachments & Notes tab. In case an attachment is not required, you may also delete it from this tab.

    Note: You may also use the Attachments link in Work Order Reports to add files. Details of the selected work order appear, from where you can add single or multiple attachments.
    Note: You may also add an attachment to a work order through email by sending an email with the attachment to attachments@servicechannel.net with the tracking number of the work order in the email subject.

    How to Add a Single Attachment

    1. In the detailed view of the desired work order, under the Attachments & Notes tab, click Add Attachment in the left side. The Upload Attachment pop-up window opens.
    2. Click Browse a file, browse to the location of the desired file, and then click Choose.
    3. Enter a brief description about the attachment.
    4. Click Upload. The new attachment displays in the left section under the Attachments & Notes tab.

    How to Add Multiple Attachments

    1. In the detailed view of the desired work order, under the Attachments & Notes tab, click Add Note/Update Schedule Date. The Note <#> for <WO #> window opens.
    2. Enter your notes in the Notes text box.
    3. In the bottom of the Note <#> for <WO #> window, in the Add Attachment section, click Select a File.
    4. Browse to the location of the desired file, and click Choose. The selected file appears in the Notes window.
    5. Enter a brief description about the attachment.
    6. Repeat steps 3 - 5 to add more files.
      Note: You may add up to 5 attachments at a time.
    7. Click Save and Send Note. The attachments display under the Attachments & Notes tab, and a note appears with the details of the attachments.

    How to Delete an Attachment

    1. In the detailed view of the work order, under the Attachments & Notes tab, click the Delete icon next to the desired attachment. The attachment is removed, and no longer displays in the list. A note displays indicating the attachment was deleted.

    Rescheduling The Work Order

    There may be instances where you want to reschedule a work order, based on your location availability or a service provider’s request to reschedule a work order.

    Note: You may also reschedule a work order using the Edit Work Order button in the detailed view of a work order.

    How to Reschedule a Work Order

    1. In the detailed view of the desired work order, under the Attachments & Notes tab, click Add Note/Update Schedule Date. The Note <#> for <WO #> pop-up window appears.
    2. Enter the new Schedule Date and the time.
    3. Open the Reschedule Reason drop-down list, and select the appropriate item.
    4. In the To Send Email Select Addressee(s) box, select the name of the person you wish to notify of this change. (To select multiple users, press Shift and select desired user names.)
    5. (Optional) Enter desired additional email address(es) in the or Enter Email Address(es) box.
    6. (Optional) Check the box next to Send a Copy to Myself.
    7. (Optional) Enter your alternate or additional emails separated by ; or , in the My Email box.
    8. Click Save and Send Note. The selected recipients receive email notification, and a new note appears in the list, indicating your user name, the reason for rescheduling, the rescheduled date and time, and the users who were emailed of the change.

    Status History

    The Status History tab displays the history of all status changes made, including the updated status, the user who updated the status, and the date and time the status was updated.

    Check In/Out

    Check in or check out made by service providers through either the GPS mobile app or the IVR telephone system and the details of the labor performed appear here. Check in/out details available include:

    • The date and time of each check in and check out
    • User ID of the service provider
    • The Caller ID used to check in/check out
    • Whether it was a check in or check out
    • The status indicated at the time of check in or check out
    • Work type
    • Number of hours spent on site
    • Total IVR /Check in hours

    The information listed under Caller ID will differ, depending on the system used:

    • IVR check in/check out: The phone number used to dial in appears.
    • GPS check in/check out: The geolocation coordinates of the user’s mobile phone appears.

    The Labor section displays the details added by the service provider while checking out through the GPS app or IVR:

    • Name
    • Work date
    • Time in
    • Time out
    • Number of technicians
    • Regular hours
    • Premium hours
    • Total hours

    Asset Details

    In case a work order has an asset tied to it, the following details display in this tab:

    • The required outcome - Either Repair or Replace is selected, as indicated in the work order
    • Asset details from the Asset module, including Physical Area, Type, Tag #, Brand, Model #, Serial #, and Warranty Exp

    Invoice and Material/Parts

    In case your service provider has added an invoice, you may view it in this tab. The invoice number appears in the name of the tab. This tab has two sections: Client Rates and Materials.

    • Client Rates displays the details of the labor rates, travel expenses, and materials cost added through the invoice. The caller name and date as well as the provider name and the date the invoice was created also list here.
    • Materials Ordered lists supplies ordered through the Supply Manager platform, including the quantity, part number, description of the part, and price points.

    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.

    Converting 24-Hour Time to 12-Hour Time

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

    24-Hour Time

    12-Hour Time

    0:00

    12:00 (Midnight)

    1:00

    1:00 AM

    2:00

    2:00 AM

    3:00

    3:00 AM

    4:00

    4:00 AM

    5:00

    5:00 AM

    6:00

    6:00 AM

    7:00

    7:00 AM

    8:00

    8:00 AM

    9:00

    9:00 AM

    10:00

    10:00 AM

    11:00

    11:00 AM

       

    12:00

    12:00 (Noon)

    13:00

    1:00 PM

    14:00

    2:00 PM

    15:00

    3:00 PM

    16:00

    4:00 PM

    17:00

    5:00 PM

    18:00

    6:00 PM

    19:00

    7:00 PM

    20:00

    8:00 PM

    21:00

    9:00 PM

    22:00

    10:00 PM

    23:00

    11:00 PM

    0:00

    12:00 (Midnight)