Editing a Work Order

    Work orders in the Open, In Progress, or Completed statuses may be edited, with care. There are times when you may need to edit a work order. Some examples are:

    • 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 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 records of Resolutions to issues when service providers fix problems at your locations, so you have a history of problems and fixes over time.

    How to edit a work order:

    1. On the desired work order, click Edit. The Work Order Edit page appears.
    2. Change any of the desired information. (See Work Order Details, below, for descriptions of each field.)
    3. (Optional) Check the Check if sending a request box to send notification of the change to the assigned contractor. (Note: For work order edits that do not need to be communicated to the assigned contractor, do not check this box. See Section 6: Provider Communications, below.)
    4. Write a Note, briefly describing the changes to the work order. (Note: Any notes written will appear on the work order. See Section 6: Provider Communications, below.)
    5. Click Submit. A confirmation screen appears

    Work Order Details

    You may edit certain information on a work order, with care. As the Edit page is rather lengthy, the following divides the page into 5 smaller sections so to better explain how and why to edit certain data.

    Note: On this page you cannot edit Location information, Provider information, the Call Date of the work order, or the Tracking Number.

    Edit Work Order Sections

    1. Sections 1 and 2: Location ID and Provider Information. These sections provide address and contact information for both the Location and the Provider assigned to the work order. These sections are not editable.
    2. Section 3A: Work Order Details, Part I. This section lists some of the work order details you may adjust from what was entered in the Dashboard. See Work Order Details, Part II, below, for additional fields.

    You may add a unique Work Order number or Purchase Order number, based on your business rules.

    Reassign Date: For work orders reassigned to another contractor, the date and time a corporate user reassigned the work order appears.

    Assignee: For situations when you require someone 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, for better work order management.

    Caller: You may edit the name of the person who placed the work order request. This is helpful, for example, for Locations where all 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 Preventive Maintenance module will list the Caller as “Auto-generated work order.”

    Trade: You may change the Trade in situations when the work order was created with the wrong trade. This will prevent the wrong service provider dispatching to your location.

    Area/Problem Type/Asset Type/Problem Code/Additional Fields & Troubleshooting: You may adjust the work order details if the original details do not adequately or appropriately describe the problem or problem area. 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 is a leaking HVAC system (which means the work order should go to the HVAC trade).

    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. Under the Edit Work Order Details section, click Edit. The page will appear in a new window.
    2. Select the desired information from the available drop-down menus.
    3. Edit the answers to any available Additional Troubleshooting Questions, when applicable.
    4. Click Save Changes. The new information will appear in the related fields.

    Section 3B: Asset Details

    This section displays the descriptions you may edit for work orders using the Asset Manager module.

    .

    Repair/Replace: You may change the asset outcome, or rather, whether the asset ought to be repaired or replaced.

    Physical Area/ Tag / Brand / Model / Serial / Warranty Exp.: This information is pulled from the Asset Manager module. You cannot edit this information.

    When editing a change to repair or replace the asset, a notification of the change is sent to the contractor by default, as indicated by the checkbox on the bottom of the page.

    How to edit Asset Details:

    1. Under the Asset Details section, click Edit. The page will appear in a new window.
    2. Select the desired asset outcome.
    3. On the bottom of the page, ensure that Notify Providers of this change is checked.
    4. Click Save Changes. The Repair/Replace field updates with the changed outcome.

    Section 3C: Work Order Details, Part II

    This section describes the remainder of the work order details you may adjust, continued from Work Order Details, Part I, above.

    Problem Description: You may edit the explanation to clarify the work order issue. (The Description is prefaced with the Area/Problem Type/Asset Type/Problem Code.)

    Resolution: The description of how the contractor solved the problem after checking out of the work order for the last time appears here. Typically, the contractor will enter this information using the GPS mobile app; should you receive this information through other means (like an email or phone call from the contractor), you may enter it here.

    Reason for Reassignment: For work orders reassigned to another contractor, you may select another reason for the reassignment, when applicable.

    Priority: When you need the contractor to service your location either earlier or later than indicated in the original work order, you may change the Priority to suit business needs. Some examples may be to set an earlier priority if the contractor must complete the work before a location’s weekend rush; or to set a later priority if a location will be closed for renovations for some time.

    Status: In cases where the contractor neglects to check in or check out, you may change the status to reflect where the contractor is in the process.

    Category: You may move a work order from one Category to another according to your business rules. An example is if a work order was originally submitted as a Repair, but you later realize that it is part of a larger Capital improvement, and wish to move it to the Category of Capital.

    Scheduled Date/Time: The date and time the work order was originally entered into Service Automation. The time is listed in military (24 hour) format. (For a time conversion list, see Converting 24-Hour Time to 12-Hour Time, below.)

    Recall - from Tracking #: You may recall a work order in situations when the contractor did not satisfactorily

    Dispatch Avoided: Recommended for internal uses, such as issuing work orders for your internal IT group or to handle 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. This maintains both the work order and record keeping processes from opening to invoicing, while not dispatching a contractor to your location.

    Caller ID Not Required: Used for work orders generated through the Preventive Maintenance module, you may indicate that you do not need to validate when the contractor is on site through the IVR system. This is useful for contractors performing exterior work and are not required to enter the location.

    Auto-Complete: Used for work orders generated through the Preventive Maintenance module, you may set a work order to automatically set to the Complete status at the end of the service window without the contractor checking in or out.

    Auto-Invoice: Used for work orders generated through the Preventive Maintenance module, you may set a work order only 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 contractor. (Important: Do not use Auto-Invoice on work orders using NTE pricing.)

    Currency: The default currency is listed, as configured for your system.

    Note: 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.

    Section 4: Subtotal

    Subtotals are used when you know the exact cost of a scope of work, and the exact tax amount.

    Note: You may use either a Subtotal or an NTE (See Section 5: Enable NTE, below) for the maximum value of a work order. You cannot use both.

    Subtotal: The exact dollar amount of a work order, before taxes.

    Tax: The amount of the tax, in decimal format. (For example, a 5.25% tax must be written as 0.0525 in this field.)

    Tax 2 Type: For Canadian work orders, 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)
    • Quebec Sales Tax (QST)

    Tax 2: The amount of the tax, in decimal format. (For example, a 14% tax 2 must be written as 0.14 in this field.)

    Section 5: Enable NTE

    This section allows you to edit the Not-To-Exceed (NTE) amount for a work order, the GL Code, and the Dates/Times the contractor worked on the work order.

    Note: You may use either an NTE or a Subtotal (see Section 4: Subtotal, above) for the maximum value of a work order. You cannot use both.

    NTE: The not-to-exceed amount for the category/trade/problem assigned to the work order will appear here, as configured in Service Automation. You may change the NTE for the selected work order, if warranted.

    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.

    NTE Verbal Approval: Check this box if you (or facility operations) have verbally approved changing the NTE.

    GL Code: The general ledger code will display as configured in the Administration module. You may edit the GL Code for the selected work order, as warranted.

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

    Rec. (Record) # / Name / Work Date / Time In / Time Out / Reg. Hours: For internal services only, such as IT services or other internal facilities services. You may log the work dates and times internal services are rendered. Use the Rec. # field to enter a new internal service record; use the delete checkbox to remove a record. When finished, click Calculate Hours.

    Important: For external services like contractors, Service Automation automatically creates a record in the work order each time the contractor checks in and out.

    Section 6: Provider Communications

    This section allows you to communicate with the assigned contractor on the changes you have made to the work order.

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

    E-Mail: The contractor’s e-mail as listed in Compliance Manager. The radio button is marked when this is the contractor’s preferred communication method. In situations when the contractor’s e-mail had changed, you may edit it here, but also ask the contractor to update his/her e-mail address in their Fixxbook profile.

    Fax: The contractor’s fax number as listed in Compliance Manager. The radio button is marked when this is the contractor’s preferred communication method. In situations when the contractor’s fax number had changed, you may edit it here, but also ask the contractor to update his/her fax number in their Fixxbook profile.

    Notes: Here, you may briefly describe what you have edited, and why.This is especially helpful when editing details that affects the contractor. 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 if you do not check the Check if sending a request box, any notes written here will appear in the Notes section of the work order where everyone will see, including contractors.

    Converting 24-Hour Time to 12-Hour Time

    Service Automation lists times in 24-hour (or military) format. Below is a table to help you convert the Scheduled Time to 12-hour time, if needed:

    24-Hour Time

    12-Hour Time

    0:00

    12:00 (Midnight)

    1:00

    1:00 AM

    2:00

    2:00 AM

    3:00

    3:00 AM

    4:00

    4:00 AM

    5:00

    5:00 AM

    6:00

    6:00 AM

    7:00

    7:00 AM

    8:00

    8:00 AM

    9:00

    9:00 AM

    10:00

    10:00 AM

    11:00

    11:00 AM

       

    12:00

    12:00 (Noon)

    13:00

    1:00 PM

    14:00

    2:00 PM

    15:00

    3:00 PM

    16:00

    4:00 PM

    17:00

    5:00 PM

    18:00

    6:00 PM

    19:00

    7:00 PM

    20:00

    8:00 PM

    21:00

    9:00 PM

    22:00

    10:00 PM

    23:00

    11:00 PM

    0:00

    12:00 (Midnight)