About Work Order Reports

    Work Order Reports allow you to retrieve reports based on the selected criteria. Through these retrieved reports you may learn, for example, about the history of a work order; the number of emergency work orders that have not been dispatched; the volume of work a service provider is assigned; or provider check-in/check-out compliance.

    There are three types of Work Order Reports:

    • Live Reports provide criteria for you to retrieve up-to-the-minute information on Open, In Progress, Completed, and Invoiced work orders across trades and locations.
    • Archive Reports allow users to run complex reports for work orders with missed arrival times (ETAs), accounting, call history, and excessive calls. 
    • Audit Reports allow users with Site Audit permissions to run a data extract report, so to view all site audit results.

    How to access Work Order Reports:

    1. On the top navigation bar, click WO Reports. The Work Order Reports page will appear.

    Work Order Reports

    About Live Reports

    Service Automation hosts live reports that are pre-configured to search for work orders in the Open, In Progress, Completed or Invoiced statuses. You may also retrieve work orders in any or all statuses, using the All Calls Report. While using the report you may select various categories, priorities, assignees, extended statuses, and date ranges as criteria. 

    Live Report Name

    Report Description

    Open Calls Only

    Retrieves work orders in the Open work order status.

    In-Progress Calls Only

    Retrieves work orders in the In Progress work order status.

    Open & In-Progress Calls

    Retrieves work orders in both the Open and In Progress work order statuses.

    Open & In-Progress Calls (excluding Parts on Order)

    Retrieves work orders in both the Open and In Progress work order statuses, omitting work orders in the In Progress / Parts on Order extended status. 

    Open & In-Progress Calls (excluding Referred to FM)

    Retrieves work orders in both the Open and In Progress work order statuses, omitting work orders in the In Progress / Referred to FM extended status.

    Open & In-Progress Calls (excluding Maintenance)

    Retrieves work orders in both the Open and In Progress work order statuses, omitting work orders in the Maintenance category. These work orders are typically generated from the Preventive Maintenance module. 

    Completed Calls Only

    Retrieves work orders in the Completed work order status, including work orders in the Completed/Pending Confirmation extended status and completed work orders that were invoiced.

    Invoiced Calls Only

    Retrieves completed work orders that were invoiced.

    All Calls

    Retrieves work orders in any status.

    All Calls (Long Format)

    Retrieves work orders in any status. Includes more search criteria than the “All Calls” report.

    About Archive Reports

    Archive Reports are complex reports that reside in a database. These reports are typically large in size, and should be used only when you need to report on mass amounts of complex data. Because of their file sizes, Archived Reports are refreshed every night (U.S. Eastern Time, or GMT -05:00).

    Archive Report Name

    Report Description

    Call History

    Retrieves all work orders stored in the database. (Note: use this report if you need to retrieve hundreds or thousands of records.)

    Accrual Report

    An Excel-based report that details work orders, including hours worked on the work order, invoicing information, and GL codes. You may run the report either in detail (one work order per row) or as a summary by GL code or location.

    Original ETA Missed

    This report is used as a tool to analyze how long it takes a contractor to respond/check into a call. Each priority has a predetermined time frame set by the client (i.e., Emergency - four hours; Non-Emergency – next business day).

    Excessive Calls

    Report tracks the number of service requests per trade and location. Based on the client’s criteria, ServiceChannel will “flag” locations with recurring problems (i.e., three HVAC calls within 30 days).

    About Audit Reports

    Site Audits are inspections of your locations and the assets within those locations.

    Archive Report Name

    Report Description

    Data Extract

    Permissioned users may run this report to view the results of all site audits.