Work Order Overview

Dispatch:

When your customer dispatches a work order to your company, you will receive an email and a notification through the Service Agent portal. You can accept a request via:

1. Email - From the dispatch email, there is an accept or decline option.
2. Service Agent – Login into the portal, navigate to the work order and select the Accept or Decline button from the top banner.

Work Order Overview:

Work Order Number: this is a system generated number. This number is reflected on your end and your customer’s end.

Status: When the work order is accepted the status will change to Pending Arrival. The status can be updated by your customer, or you can change the status on a work order by selecting the Edit button at the top right, and selecting the status from the dropdown.

Service Address: The address of the location that is requiring the service.

DNE Amount: This is the Do Not Exceed amount provided by your customer. If you are going to go over this DNE amount, you will need to submit a proposal to your customer to have this amount increased.

Priority: How urgent the service needs to be completed.

Entering Notes on a Work Order:

The feed area will track any notes that have been entered on the work order either by your company, or by your customer. To add a new note:

1. Select the Note tab under the Feed.
2. Type the details in the “Enter a Note…” text box
3. Press Post Note.

The “Share this note with my client” will automatically be selected. If you do not want to share the note with your customer, uncheck this box.

Emailing a Note:

1. Select the Email tab under the Feed.
2. Type in the email address you wish the send the note to. Press the enter button on your keyboard to add the email.
3. Enter in the Subject and Body
4. Press Send.

Logging a Call:

This area allows you to log any phone calls that you have had with a contact from your customer’s office. Enter in the call details and select Log Call. This will be stamped in the Notes Feed.

Overview:

Service Instructions: This will provide detailed information on services are required to be done on site for this work order.

Technician: If you have multiple licenses associated with your Service Agent profile you can select one of your technicians to associate with the work order.

Due Date: When the work order is due to be completed.

Resolution Time: This will track the time from when the work order is accepted, to when the work order is completed.

Response Date: This will track the date that the work order was accepted.

Response Time: This will track the time from when the work order was dispatched, to when the work order is accepted.

Contact: This is the name of the contact at the service location.

Problems: This is the problem assigned to the work order. A work order can have multiple problems associated.

Tasks: This is a task list provided by your customer. Select the checkboxes as the tasks are completed.

Files: This will display any files that are attached to the work order. A file can be uploaded to a work order from your end, or your customers end.

Editing a Work Order:

Using the Edit option at the top right of the work order, you can edit the Status, Scheduled Date and Scheduled Time. From this area you can also add any Repair Details. The Repair Details are not required fields.

Completing a Work Order:

Using the Complete button at the top right of the work order you will get a popup. There will be a yes/no option to select if you are entering a work order. Selecting Yes will change the status of the work order to Pending Invoice. Selecting No will change the status of the work order to Completed.

From this area you can also add any Repair Details. The Repair Details are not required fields.

Sign Off:

Confirm with your customer if they require a sign off from the manager on site. If this is required, select the Sign Off button at the top right:

1. Type in the name of the user signing off on the work order.
2. Select a status that the work order will change to.
3. From your mobile device, or a tablet – the manager can use the box below to enter their signature.
4. Press Save Changes.