A work order is a ticket that is dispatched to a service provider to perform repair or maintenance services. Generally, the work order details what the issue is, where the issue is, and when to go to a location, as well as the maximum cost allowed. In the Service Automation Dashboard you may view, track, note and manage work orders, so to stay informed of its progress. Once a work order is generated, it is permanently retained for tracking, invoicing, reporting and auditing purposes.
There are generally two types of work orders:
- Scheduled Services: Typical maintenance services that occur on a regular basis, such as janitorial or cleaning services. These services are typically generated through the Preventative Maintenance module in Service Automation.
- Requested Repairs: Repair services that happen occasionally, such as broken or malfunctioning equipment or infrastructure. These services are usually generated through the Service Automation Dashboard.
The Life Cycle of a Work Order
The below illustration depicts a typical work order life cycle. Depending on your configuration, your cycle may vary.
The Four Parts to Requesting Service
In the Dashboard, the Request Service page allows you to create and submit work orders for service providers within your Service Automation network. This is the beginning of the life cycle of a work order. Work orders are permanently retained for tracking, invoicing, reporting and auditing purposes.
Note: Your dashboard permissions and system configuration determine what you may see in each section, as set by your ServiceChannel administrator.
Requesting service occurs in four parts:
- Choose the problem: Here, you will select what problem is occurring on which piece of equipment or asset, and where at your location the problem is happening. Selecting the appropriate information here dictates which service provider arrives at your location, and when (s)he arrives. You may also see Location Notes on the top-right section of the page. (See Location Notes, below.)
- Troubleshoot the problem: Here, you may provide more details about the problem and/or follow troubleshooting questions for on-site correction. Depending on the problem area selected, it may be required to either describe the problem or answer additional troubleshooting questions, called Interactive Troubleshooting Questions. In other instances, you may simply see a Message that details alternative actions to take.
- Review and Submit the service request: Finally, you will review the request for accuracy; see the service provider who will be performing the service; see the estimated date and time of service; see the monetary amount that the service should not exceed; and append attachments to the work order (such as photographs of the problem).
- Work Order Confirmation: This section provides verification that the work order was submitted, and includes tracking and contact information.
In the Service Automation Administration module, administrators can setup detailed information about each location, called Location Notes. This information is useful when a service provider or a location user needs to contact key people in relation to a work order.
When Location Notes are configured, they will appear in the Choose a Problem section of the Request Service page, as well as on the work order that is sent to the service provider.