When a work order is entered through the Dashboard, you may see all of its details in Service Automation. Understanding the details of a work order may help you manage your work orders effectively.
As you can see there is a lot of information logged into a work order. The following divides it into 5 smaller sections to give you more insight. Later, we will pull the sections together to give you examples of how to read a full work order so you may take the appropriate actions.
The first section details the Location for which the work order was placed; the Trade that the work order is logged under; and the Service Provider who will be performing the service.
Location Information: You will see the Location ID, which is the Location that placed the work order. In this example, the Location is 001. You will also the region and district the Location is in, as well as the address and phone number for the Location.
The Location ID is a hyperlink that navigates to the Location Details page.
Trade and Provider Information: You will see the Trade for that work order, as well as the Service Provider assigned to that work order. In this example, the Trade is CCTV and the service provider is Magic Touch Facility Services.
The Trade is a hyperlink that navigates to the service provider’s details page, where you may review the provider’s location and contact information, as well as any after-hours contact information (under Notes).
Status Information: The color of this column indicates the status of the work order. In this example, the status of the work order is In Progress. Together with the Extended Status (in Section 4, below), you will know exactly what status the work order is in, at a glance.
This section displays the work order’s Tracking Number, as well as links to help you manage your work orders.
Tracking Number: This is the automatically generated number for a work order. This number cannot be changed. In this example, the Tracking Number is 67760657.
Work Order Number and Purchase Order Number: These editable numbers allow you to put custom numbers that align with your current business practices. See Editing a Work Order for more information.
Invoice Amount: When a work order is invoiced, the amount of the invoice appears. See About Invoices for more information.
Notes: This button navigates to a list of notes about the work order. Actions taken on a work order are logged into Notes — such as when the request was dispatched to a service provider or when alerts are automatically sent — are entered as notes. Also, anyone who has access to the work order may enter notes as a means of communication. See Adding Notes and Attachments to a Work Order for more information.
Attachments: This link navigates to the page so to upload or view documents or images related to the work order. Underneath, the list of attachments will appear; clicking an attached document link navigates to that document. In this example the attachment is CCTV condensation monitor view. See Adding Notes and Attachments to a Work Order for more information.
Create Proposal and Create RFP: Clicking either Proposal or Request for Proposal (RFP) will create a respective document for that particular work order. When a proposal or RFP is created, it will create a link on the work order in Section 4, along with the status of the RFP or proposal. Typically, the facility operations team creates RFPs, while service providers create Proposals. See About RFPs and Proposals for more information.
Create Linked Dashboard Service Request: In situations when a job requires more than one work order to complete, you may create a second service request that links to the first request. This link navigates to the Dashboard so to enter a new work order. In Section 4 (below), a link to the follow-up request will appear on the original work order, and a link to the original work order will appear on follow up work order. See Creating a Linked Service Request for more information.
This section shows the date and time the work order was placed; the person (caller) who placed it; the estimated date and time the service provider should check in on site; the actual date and time the service provider checked in; and the total hours the service provider worked on the work order.
Call Date / Age: The Call Date is the date and time that the service request was entered into the system. In this example the date was 2/11/2016, or February 11, 2016.
Below the Call Date is the Age, where it counts how many days and hours the work order is in the Open or In Progress status. In this example the work order is 1 hour old. Once a work order is complete, the Aging stops.
Caller: The person who entered the service request. In this example, Diana McPhersson entered the work order. In the Dashboard, if a person’s name does not automatically appear, we recommend that they put their full name. This is so you will know exactly who placed the request. The Caller may be different from the Call Created By, next.
Call Created By: The user account, or the login account. In this example the work order was created using the Location CSR001 account. This occurs when a location uses one login. In situations where a user is using his/her own login, both the Caller and Called Created By fields will have the same name automatically.
Expected Date OR Original ETA: The original date and time that the assigned service provider is scheduled to be on site.
Scheduled Date: Typically, an automatically generated date/time the service provider is expected to be on site, based on the priority set on the work order. This may differ from the expected date if a service provider adjusts the date or time. When a service provider does not check in by the scheduled date, the date will turn red, as an indicator that (s)he is late to check in.
Work Date: The date and time the service provider first checked in. This shows if the provider was early, on time, or late, according to the scheduled date or original ETA.
Total Hours: The total number of hours the service provider worked on the work order, calculated when (s)he checks in and checks out. You may see more check-in / check-out details by viewing a work order.
This section logs the work order’s Category, Priority, NTE, and Problem Code, as well as the Extended Status of the work order, linked service requests, and any relevant Notes, RFPs, Proposals, and Invoices information. Also, when a service provider describes how (s)he fixed the problem at final check-out, the Resolution description is found here.
Problem Description: This section lists the work order’s Category, Priority, NTE, and Problem Code. If an attachment was uploaded during the time the service request was submitted, the name of the attachment and the user ID of the person who submitted it will also be listed here.
Below the Problem Description is where linked service requests (discussed in Section 2, above) appear. You may see either the Original work order link or the Follow Up work order link will appear. In this example the Follow Up work order appears.
Resolution: This section lists the description of how a service provider solved the problem once the work order is in the Completed or Completed/Pending Confirmation status; the Extended Status of the work order (in this example it depicts that the service provider is on site at the location); and the latest Note written on the work order.
Under this section you will also see links to applicable RFPs, Proposals, or Invoices with the appropriate invoice status.
Reassign: For open work orders not yet accepted by a service provider, you may reassign a work order to another provider. A reassign button will appear in this section for you to take action. See Reassigning a Work Order to Another Service Provider for more information.
On the bottom of the work order list, permissioned users may find links that allow you to either edit multiple work orders or add a note to multiple work orders. See Editing Multiple Work Orders in Batch for more information.