Editing a Work Order

    Work orders in the OpenIn Progress, or Completed statuses may be edited, with care. (Note that only Power Users may edit work orders in the Completed/Confirmed status.) Below are some examples of when you may need to edit a work order:

    • Editing the work order details when, for example, the Location entered incorrect information, such as choosing the wrong Problem Code. This error may dispatch the wrong service provider.
    • Changing the NTE based on an update by the service provider about the level of work needed to resolve the problem.
    • Changing the priority and scheduled date/time when you need the service provider to dispatch to the location either earlier or later than the original scheduled date and time.
    • Adding a Purchase Order number or a GL Code in order to coordinate with other financial records.
    • Keeping a record of resolutions to issues, so you have a history of problems and fixes over time.

    While making changes to a work order that a service provider needs to be aware of, such as scheduled date/time, make sure you notify the provider.

    How to Edit a Work Order

    1. On the Work Orders List page, click Edit next to the desired work order. Alternately, inside the detailed view of a work order, click the Edit Work Order button. The Edit <Work Order #> window appears.

      Editing a Work Order

    2. Modify the desired information. (See Editing Work Order Sections below for more information.)
    3. Check the Check if sending a request via box to send notification of the change to the assigned service provider.
      Note: For work order edits that do not need to be communicated to the assigned service provider, do not check this box. See Service Provider Notifications below for more information.
    4. Write a Note, briefly describing the changes to the work order.
    5. Click Save. A confirmation message appears at the top of the screen. The Work Order Details page displays the changes made, the note, your user name, and the date and time you made the changes.

    Editing Work Order Sections

    There are several fields within a work order that you may edit; these may be grouped into the following categories:

    Editing Work Order Details

    The details that help identify a work order can be modified based on your business needs:

    Work Order/Purchase Order number: You may add your unique Work Order and/or Purchase Order numbers based on your business rules.

    Assignee: Should you require a specific user to oversee a work order, you may make that person an Assignee. This allows the Assignee to run a Work Order Report to view all work orders assigned to him/her and manage them.

    Caller: You may edit the name of the person who placed the work order request. This is helpful, for example, where several location users login to the Dashboard using the same login, but you want to log the actual person who placed the service request.

    Note: Work orders generated through the Planned Maintenance module will list the Caller name as “Auto-generated work order.”

    Editing Problem Details and Description

    You may edit the details related to the problem, such as category, trade, or asset details, when necessary, or you may edit the description of a problem to add clarity.

    Category: Should you have created a work order in a wrong category, you may move the work order to the appropriate category according to your business rules. For example, you may realize that a work order you placed as Repair may actually be part of a larger capital improvement, and should therefore have the category of Capital.

    Trade: You may change the trade in situations when the work order was created with a wrong trade. This will prevent the wrong service provider dispatching to your location. For example, a location user may enter a work order for a leaking roof (which originally pushes the work order to the Roofing trade), but upon further inspection the problem may be a leaking HVAC system (which means the work order should go to the HVAC trade).

    Note: Should you make changes that warrant the dispatch of a different service provider than the originally assigned provider, make sure you reassign the work order to the desired provider.

    Problem Description: You may adjust the problem details such as Area/Problem Type/Asset Type/Problem Code in case the original details do not adequately or appropriately describe the problem or problem area.

    How to Edit the Area/Problem Type/Asset Type/Problem Code

    Note: In situations when the Area needs to be edited along with other details, always change the Area first. The Problem Type, Asset Type, and Problem Code are all dependent on the Area selected. Selecting the Area after selecting the other details will reset all other selections.
    1. In the Edit <Work Order #> window, click Edit next to Problem Description. A pop-up appears, with the original problem details and description.

      Editing Problem Description

    2. Modify the Area, Problem Type, Asset Type, Problem Code, as desired.
    3. (Optional) Modify the Problem Description.
    4. Edit the answers to any available Additional Troubleshooting Questions.
    5. Click Save. The Edit <Work Order#> window appears with the updated information, and a confirmation message appears at the top of the screen.

    Updating the Asset and/or Outcome: You may select an asset from those tied in to the location, or you may modify the desired outcome as Repair or Replace. Note that Physical Area/ Type / Tag / Brand / Model / Serial / Warranty Exp. information is pulled from the Asset Manager module, and you cannot edit this information.

    How to Edit Asset Details

    1. In the Edit <Work Order #> screen, click Edit next to Asset Details. The Select or Update Asset pop-up appears.

      Asset Details

    2. Select the desired outcome next to the desired asset.
    3. On the bottom of the page, check the Notify Providers of this change box.
    4. Click Save. The updated asset details/outcome display in the Edit <Work Order #> window, and the service provider receives a notification.

    Resolution: Typically, the service provider enters the resolution using the GPS mobile app; should you receive this information through other means (like an email or phone call from the service provider), you may enter it here.

    Rescheduling and Status Updates

    You may update the scheduled date/time and make status updates to reflect the progress of the work order using the Edit option.

    Priority: Should you want to change the priority of a work order, based on your need for a different scheduled date and/or time, you may do so, and notify the service provider. However, note that changing the priority after the work order has been created does not automatically change the scheduled date and time; you need to update them.

    Status: You may change the status, for example, when the service provider missed to check in/out, or to indicate satisfactory/unsatisfactory completion of the work order.

    • Reassign: You may also reassign the work order by selecting Open/Reassign in the Status drop-down list. Selecting this option opens the Reassign <Work Order #> overlay, from where you can complete reassigning the work order. See Reassigning a Work Order to Another Service Provider for more information.

    Scheduled Date/Time: You may occasionally need the service provider to service your location either earlier or later than indicated in the original work order, for reasons such as completing the work before weekend rush or temporary closure of a location for renovation. In such a case, you may change the priority as desired, modify the scheduled date and time, and notify the provider.

    Recall a Work Order: You may recall a work order when problems reoccur within 30 days of the original work order resolution.

    How to Mark a Work Order as Recall

    1. In the Edit <Work Order #> page, check the box next to Yes, this is a Recall from Tracking #. The Tracking Number field appears.
    2. Enter the tracking number of the original work order, and click outside the Tracking Number box. A message displays indicating that the NTE has been changed to 0.
    3. Click Save. The Work Order Details window displays the updated information.

    Dispatch Avoided: Recommended for internal uses, such as issuing work orders for your internal IT group or for handling the work order internally through other means. Checking this box will place the work order with the Completed/Dispatch Avoided status and create an invoice with no charge. By doing this, you maintain a record of the work order from opening to invoicing, without dispatching a service provider to your location.

    Updating Service Provider Check In/Out Information

    When external service providers check in and out of your locations, an entry is automatically added to Service Automation. For internal services, such as IT services or other internal facilities services, you may log the work dates and times services are rendered.

    Updating Service Provider Check In/Out Information

    How to Add Check In/Out Information

    1. In the Edit <Work Order #> window, click Edit next to Check-in Check-out.
    2. In the Select a Record drop-down list, click New.
    3. Enter your name.
    4. Enter the Work Date using the calendar.
    5. Enter the Work Start Time and Work End Time. The total work hours displays at the bottom of the screen.
    6. Click Save. A confirmation message appears at the top of the pop-up window.
    7. Click Close. The Edit <Work Order #> page displays.

    How to Update Check In/Out Information

    1. In the Edit <Work Order #> window, click Edit next to Check-in Check-out.
    2. In the Select a Record drop-down list, click the desired entry.
    3. Modify the desired fields.
    4. Click Save. A confirmation message appears at the top of the pop-up window.
    5. Click Close. The Edit <Work Order #> page displays.

    How to Delete a Check In/Out Entry

    1. In the Edit <Work Order #> window, click Edit next to Check-in Check-out.
    2. In the Select a Record drop-down list, click the desired entry.
    3. Check the Delete box.
    4. Click Save. A confirmation message appears at the top of the pop-up window.
    5. Click Close. The Edit <Work Order #> page displays.

    Editing Invoice Settings

    You may modify the currency, GL code and any other approval codes, and Subtotal/NTE settings for the selected work order using the Edit option.

    Currency: The default currency is listed, as configured for your system. Should you require the work order to be invoiced in a currency different from your default configuration, use the drop-down menu to change the currency.

    GL Code/Additional Approval Codes: The GL (General Ledger) Code and other approval codes, if any, will display as configured in the Administration module. You may edit these settings for the selected work order.

    Note: Editing the GL Code and/or other approval codes in this fashion only affects the selected work order; to change the GL Code and/or other approval codes for all work orders with the same category and trade, please update your GL Code List and approval codes in the Admin module.

    Subtotals/NTE: Subtotals are used when you know the exact cost of a scope of work, and the exact tax amount. Alternately, you may use NTE and specify a maximum allowed invoice amount.

    Note: You may use either a Subtotal or an NTE for the maximum value of a work order. You cannot use both.

    You may switch between Subtotal and NTE by selecting the appropriate item in the drop-down list.

    SubtotalNTE.png

    How to Update Subtotal

    1. In the Edit <Work Order #> window, make sure Subtotal is selected in the Subtotal/NTE drop-down list.
    2. Enter the exact dollar amount of a work order, before taxes.
    3. Enter the tax amount.
    4. For Canadian Customers only:
      1. In the Tax 2 Type drop-down list, use the drop-down menu to choose from one of the following: Goods and Services Tax (GST), Harmonized Sales Tax (HST), Provincial Sales Tax (PST), and Quebec Sales Tax (QST).
      2. Enter the tax amount.
    5. Click Save. The updated work order details display.

    How to Update NTE

    1. In the Edit <Work Order #> window, make sure NTE is selected in the Subtotal/NTE drop-down list.
    2. Enter the NTE Amount.
    3. Check the Verbal Approval box in case you (or facility operations) have verbally approved changing the NTE.
    4. Click Save. The updated work order details display.
    Note: Editing the NTE in this fashion only affects the selected work order; to change the NTE for all work orders with the same category and trade, please update your issue list.

    Planned Maintenance

    You may modify certain settings that are specific to Planned Maintenance work orders, as below:

    Caller ID Not Required: Should you not need to validate whether a service provider is present on site using the IVR system, you may check this box. This is useful for service providers performing exterior work and are not required to enter the location.

    Auto-Complete: You may set a work order to automatically set to the Complete status at the end of the service window without the service provider checking in or out.

    Auto-Invoice:You may set a work order with fixed Subtotal and Tax pricing to automatically invoice once the status is set to Complete. This method will also automatically generate an invoice number for the service provider.

    Important: Do not use Auto-Invoice on work orders using NTE pricing.

    Service Provider Notifications

    It is important to notify service providers of changes made to work orders, so that they have the right information.

    Notifying Service Providers

    After making changes to a work order, make sure the fields are filled in as indicated below:

    Check if sending a request via: When checked, a notification is sent to the service provider assigned to the work order. It is imperative to check this box when the edits affect the provider: changing the trade, problem type/description, priority, or NTE are examples of when to check this box.

    E-Mail: The service provider’s e-mail as listed in Compliance Manager. You may add additional emails and separate them with ; or ,

    Notes: Here, you may briefly describe what you have edited, and why. This is especially helpful when editing details that affects the service provider. When saved, this note will appear in the Notes section of the work order.

    Note: You may wish to take caution when describing changes related to internal business matters. Even when you do not check the Check if sending a request via box, any notes written here will appear in the Notes section of the work order where everyone will see, including service providers.