Viewing a Work Order

    Viewing a work order will help facility managers keep track of the work order's life cycle. While viewing, you will see when the service provider checked in and out; the work order’s status history (or rather, the history of when the work order statuses changed); the problem and resolution, and any labor or materials, itemized.

    How to view a work order:

    1. On the desired work order, click View. The Work Order view page appears, with the work order number listed.
      • Note: If the system-generated work order number was changed to a custom work order code, the custom code will appear instead.

    View Work Order Sections

    There are three sections on the work order view page: Work Order Details, IVR Usage and Order Details.

    Section 1: Work Order Details

    This section provides location information, the service provider assigned to the work order, work order details, the problem and the resolution.

    Location Information and Provider Information

    Location Information: The address of the location to which the selected work order is attached.

    Provider Information: The name and address of the service provider to whom the work order is assigned.

    Work Order Details

    Under the Work Order Details section you will see:

    • The Caller who placed the service request and the Call Date/Time;
    • the Trade, Category and Priority of the work order;
    • the Status the work order is currently in; (see Viewing the Status History, below);
    • the Scheduled Date when the service provider was scheduled to arrive at the location;
    • the Not-to-Exceed (NTE) amount;
    • the related Purchase Order number;
    • whether the work order is a Recall from a past work order; and
    • the related General Ledger (GL) Code, when applicable.

    Work orders generated by the Preventive Maintenance module will also provide the subtotal and tax, as well as if the work order will automatically invoice after the work is completed.

    Note: The fields Scheduled For and PM-009 fields are not in use.

    Viewing the Status History

    While viewing a work order, you may also review the history of status changes. The Status History shows when the status changed, by whom, and the date the change happened.

    How to view the Status History:

    1. Under the Work Order Details section, click Status. The Status History page appears.

    The Status History

    Problem and Resolution

    Under the Problem/Resolution Details section you will see:

    • the Area, Problem Type, Asset, Equipment, Problem, and Troubleshooting Description as the Caller entered it in the Dashboard; and
    • the Resolution, or a description of the work performed to solve the problem, as entered either by the service provider at the conclusion of services, or by facility operations while editing the work order.



    Section 2: IVR Usage

    This section provides service provider check-in and check-out information, as well as the status of the work order at each stage.

    IVR Usage

    A service provider will check in or check out through either the GPS mobile app or the IVR telephone system. You will see:

    • the date and time the provider checked in or out;
    • the provider’s User ID (typically an email);
    • the Caller ID used to check-in/check-out (see below);
    • whether the provider checked in or checked out; and
    • the work order status at the time of check-in/check-out.

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

    • IVR check-in/check out: The phone number the service provider used to dial in will appear.
    • GPS check-in/check out: The geolocation coordinates of the service provider’s mobile phone will appear.


    Section 3: Order Details

    This section provides information about labor, materials, and invoicing.

    Order Details Section: Labor

    Labor: When a service provider checks in, (s)he may also enter the number of technicians also working on the problem. This information is useful to compare the hours and technicians with what is charged on the invoice.

    Order Details Section: Materials and Invoices

    Materials: Facility Operations using the Supply Manager platform to order supplies related to the work order will see the quantity, part number, description of the part, and price points listed.

    Invoices: When a service provider issues an invoice, any notes written on the invoice will list under Invoice Text. You will also see the Invoice number, the Invoice Date, and the Invoice Amount.