Preventive Maintenance Module Terminology

    This page provides additional details for setting up new services and frequencies in the Preventative Maintenance module in Service Automation. Below you will find screenshots of the Add New Service and Add New Frequency windows and the definitions of the terminology used in them.

    Add New Service

    The following field names and definitions are found on the Add New Service window in the Preventive Maintenance module.  To access, navigate to more > PMs > PM Services and click Add New Service.

    Add Service Term


    Field Name


    Trade Drop-down to select trade name (type of provider). Contractors are attached to each location and trade name.

    Drop-down to select category you wish the work orders to load into.  Best practice is to use “Maintenance” as the category.

    By using “Maintenance,”  the work order will display on the Dashboard Summary Calendar with a red number (versus a blue number).  A blue number indicates repairs and  a red number indicates maintenance.  

    Also, by using  “Maintenance,” the work order will expire at the end of the length of work order. The work order will expire if the contractor does not provide service within the service window dates.

    Example:  A monthly work order with a call date of 1/1/15 and an end date of 1/31/15 will expire at midnight on 1/31/2015. If the contractor attempts to check in on 2/1/2015, he will not be allowed to check in because he missed the January service window. The service must be provided within the call date and end date.

    Priority Drop-down to select priority name.  For PM Services the priority is usually Scheduled, Contracted Services or 30 Days.
    FullStatus Radio buttons to choose which Status work orders will generate /load into. 
    • Open: Contractor needs to accept work order and check in/out, unless status is manually changed.
    • In Progress: Work order already accepted by contractor.  Contractor needs to check in/out, unless manually changed.
    • Completed: Work order loads in completed status and contractor will not need to check in/out.  

    Text box to enter the type of PM Service which shows on work order to contractor.  Example:  HVAC PM Service, Fire Extinguisher PM, Pest Control Preventive Maintenance Service, etc. 

    Best practice is to enter a brief description with type of service and to not enter frequency or contractor in this area.  The frequency will be entered in the next step.

    Append Service Window to the Problem Description

    If this box is checked, a service window appears on the work order showing length of time service must be completed within.

    Example:  An annual January work order will show a service window of 1/1/15 through 1/31/15.  This lets the contractor see the exact time frame that the service must be completed within.

    Append Frequency to the Problem Description 

    If this box is checked, the description located in the Frequency area will appear directly after the service description, creating a more detailed description.  

    Example:  If the PM Service description box contains “HCVAC PM Service” and the Frequency description box contains “Quarterly,” when the work order loads it will read “HVAC PM Service Quarterly.” 

    Location Note Header  When selecting a Location Note Header, the email attached to that Location Note Header will be notified 5 days before work orders load.  It’s a pre-notification alert giving you (the client) time to stop or make changes before the work orders load.

    The pre-notification alert can be sent to an actual email address instead of Location Note Header mentioned above.

    Note: If a Location Note Header is selected and an email address is entered, alerts will only be sent to the email address, not to the email address attached to the Location Note Header.  Therefore, if you want to receive pre-notification before PM Service work orders load, then you will either need to have it sent to a Location Note Header or a specific email address, but not both.  If you do not want to receive pre-notification alert then leave both the Location Note Header and Email blank.
    Auto Dispatch

    If this box is checked, the contractor will receive a dispatch email with an attached list of tracking numbers. This box defaults to being checked so uncheck only if you do not want the contractor to be notified when work orders load.  

    Note:  The contractor will only be sent one email with attached list of all tracking numbers.
    Auto Complete

    If this box is checked, work orders will auto-complete at the end of the frequency period without the contractor needing to check in/out.  Check this box only if you do not expect the contractor to IVR in and out.

    Example:  If a monthly work order loads at the end of the month the work order will automatically go from Open status to Completed status and be ready to invoice.

    Auto Invoice

    If this box is checked, the system will automatically create the invoice once the work order is in Completed status. Only use the Auto Invoice feature if the pricing for each location is 100% correct.  

    Additionally, if Auto Invoice is checked, the system will generate an invoice number. Therefore, if a contractor wants to use his own invoice number, do not use the Auto Invoice feature.


    Add New Frequency

    The following field names and definitions are found on the Add New Frequency window in the Preventive Maintenance module.  To access, navigate to more > PMs > PM Services and click the Frequencies link in the Actions column.

    Add Frequency Term

    Field Name


    Generate First Work Order with Call Date of Calendar to choose the date that PM Services should begin. This date must be a future date and becomes the call date, which is the first date the contractor can begin service.
    Stop Generating work orders on Leave this field blank if you want work orders to continuously load on the frequency cycle you have set up.  Otherwise enter the date you want them to stop loading. Typically, best practice is to leave this field blank.
    Repeats Choose how often the work orders should load (Weekly, Monthly, Yearly or Custom). Custom is for work orders) that do not fall into any standard pattern.
    Example: If you are loading quarterly work orders, choose Monthly and in the Repeat every drop-down, choose 3 months.  
    Repeat every After choosing how often work orders repeat in the Repeats drop-down (Weekly, Monthly, Yearly or Custom), choose how often within the week, month or year they load.   
    Generate in advance Enter the number of days prior to the call date that the work orders will dispatch to the contractor.  This gives the contractor advanced notice of service needed and gives them time to contact the location and schedule the visit.   Best practice is to load no more than 7 to 14 days in advance.  
    Note: Even though the work orders load in advance (e.g. 7 days in advance of the call date), the contractor cannot check in before the call date.
    Length of work order Set the time period in days or months in which the service must be performed.  
    Example: If you are configuring a monthly work order, the length of work order would be one (1) month. This date becomes the expiration date on work order(s).  
    Note: If you checked the box Append Service Window when you set up the PM Service, this is where the information will pull from. The work order will not only have the PM Description but it will also contain the service window (e.g., Service Window:  1/1/00 through 1/31/00).
    Grace period Enter additional time you wish to give the contractor to complete service beyond the initial call date and expiration date.  
    Currency If location is not in the USA, then choose the correct currency.
    Assignment Rule  Choose which contractor will receive work orders.   
    • Primary rank: Dispatches work orders to the first ranked contractor for the selected Trade and Location.  
    • Fixed rank: Dispatches work orders to a specific rank number for the selected Trade and Location.  
    • Contractor’s Name - Dispatches work orders to a specific contractor that you choose by name. This will guarantee that work orders are issued to that contractor as long as that contractor is attached to the selected Trade and Location.

    Enter a name for the Frequency (e.g., Monthly, Quarterly, Annual January, etc.).  Best practice is to only enter the name of the frequency in this description box and not the type of service.

    If you selected Append Frequency when you set up the PM Service, the Frequency description will display after the PM Service description on the work order.  If you selected both Append Frequency and Append Service Window when you set up the PM Service, the work order will display the PM Description, the Frequency description and the Service Window.

    Example:  If the PM Service description contains “Fire Extinguisher” PM and the Frequency description contains “Annual January” and the service window is Jan 1 to Jan 31, the following will display on the work order:  “Fire Extinguisher PM Annual January Service Window: 1/1/15 through 1/31/15.”

    Add New Locations If this box is checked, every location added to ServiceAutomation will automatically be added to that PM Service and Frequency.  Typically, this box will not be checked.
    Generate Service ID If this box is check, contractors will be given a Service ID to use to check in/out instead of using a tracking number.  When the contractor checks in/out using a Service ID, the system finds the next available work order assigned to them for that PM Service and Frequency. This option is mainly used for the dispatching of daily work orders.
    Suspend Closed Locations

    If this box is checked, when a closed date is entered for a Location and the Location is not removed from the PM module, the system will recognize it has closed and will not load the work order.  

    This option defaults to being checked. Best practice is to leave this option checked.