Adding Notes and Attachments to a Work Order

    Notes and attachments are ways for service providers and locations to communicate with each other about the work order. Anyone with access to the work order may add or view all associated notes and attachments.

    You may also reschedule a work order through this interface. This is helpful, for example, in case you cannot make the original scheduled date, if there is inclement weather, or if the original scheduled date/time is after hours or over the weekend.

    Adding a Note

    Each note is stamped with the date and time the note was entered, along with the username of the person who submitted the note. System messages, status updates, schedule date updates, or other pertinent changes are automatically added as notes to that work order.

    When adding a note, you may also place an Action Required flag, which are alerts the recipient to take further action on a work order. The word ‘yes’ is listed in the work order note.

    How to Add a Note to a Work Order:

    1. On the desired work order, click Notes. The Notes to Work Order page will display.
    2. Click Add Note/Update Sched Date. The Add Notes page will display.
    3. In the Notes text box, enter the details of the note.
    4. (Optional) Check the Action Required box.
    5. (Optional) In the To send Email select address(es) box, click the name of the person you wish to notify of this note. (Note: To select multiple people, hold the Shift key or the Control key while selecting people.)
    6. Click Submit.

    How to Reschedule a Work Order through Notes

    1. On the desired Work Order, click Notes. The Notes to Work Order page will display.
    2. Click Add Note/Update Sched Date. The Add Notes page will display.
    3. In the To send Email select address(es) box, click the name of the person you wish to notify of this note.
    4. Click the Select New Status drop-down menu to update the status of the work order, if necessary.
    5. Enter a new Scheduled Date, including the time.
    6. Click the Reschedule Reason drop-down menu to mention why you desire an updated scheduled date.
    7. Click Submit. The new note will appear in the list.

    Adding an Attachment

    An attachment related to the work order may be added in order to aid in the resolution of the issue.

    You may add an attachment either in the work order or by email.

    Example of an Attachment Added to a Work Order

    How to Add an Attachment to a Work Order in Service Automation:

    1. On the desired work order, click Attachments. The Attachments page will appear.
    2. Click Upload File. The Select the file to upload pop-up window will appear.
    3. Click Browse… to select a file from your computer. Your computer’s file window will appear.
    4. Select an attachment from your files, and then click Open.
    5. Enter a brief description in the text field that best illustrates the attachment.
    6. Click Upload File. You will receive confirmation that the file was uploaded successfully.

    How to Add an Attachment to a Work Order by Email:

    1. Compose a new email to send to attachments@servicechannel.net.
    2. Place the tracking number of the work order in the subject.
    3. Attach the attachment to the email, and then Send.
    Note: The total email size should be less than 20 MB. Service Automation rejects emails over 20MB, and any attachments are removed.