Work Order Form

A Work Order form displays required information in 2-panel format. Work Orders are used to schedule, track and record activities related to resolving a customer’s service request. In GoServicePro every work order is linked to a case, and is then completed by a field technician.

See Also

Work Orders – Listing Screen

Create New Work Order

Work Order Form – Left Panel:

In addition to the points mentioned below, additional options will appear for assigned work orders. For more details, click here.

  1. To close the Work Order, in the left panel, expand Work Order info and then on the toolbar, click Close Work Order. In the confirmation message box, click OK.

    2. You can close an unassigned work order. To close an assigned work order, you should first accept the work order and also ensure that the timestamps are fulfilled.

  2. The Assignment Information displays the details of the resource to whom the work order is assigned to. If it is an unassigned work order, then the fields remain empty.

  3. To navigate to contact associated to work order, in the Contact section, click on the Contact hyperlink.

  4. To navigate to site associated to work order, in the Contact section, click on Site hyperlink.

  5. The Entitlement and Site Asset details will be automatically retrieved from the associated Case. You can click on the respective Part and Covered Asset links to navigate accordingly.

  6. To view the Service Levels and Service Items associated to the Entitlement, in the Entitlement section, click Show More link.

Work Order Form – Right Panel:

In addition to the points mentioned below, additional options will appear for assigned work orders. For more details, click here.

  1. In Activity tab:

    1. To view list of activities/transactions performed on the work order so far, click Activity tab.

    2. To perform a log activity, from the Log dropdown menu, select the desired option and then enter required information. The resulting activity record will be added to the Activity news feed.

    3. To add a new work order or task to case, from the Add dropdown menu, select desired option and then enter required information. The resulting item record will be added to the Activity news feed.

    4. To perform any action on the item in Activity news feed, click on Show More link of the respective activity and then perform the desired action. The resulting new activity will be added to the Activity news feed.

  2. In History tab:

    1. To view list of previous work orders associated to the site, click History tab. Click Show More link on desired case entry to expand and view detailed information.

    2. To view expanded version of all case entries, click Expand button .

    3. To view collapsed version of all case entries, click Collapse button.

    4. In the text field, enter the filter name and then click Save Filter.

  3. In Assets tab:

    1. To view list of all the assets in site associated to the work order, click Assets tab.

    2. To perform Log Install transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Log Install button.

    3. To perform Log Remove transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Log Remove button.

    4. To perform Log Exchange transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Log Exchange button.

    5. To perform Move Parts transaction on a site asset, select the desired site asset from the grid and then on the toolbar, click Move Parts button.

Assigned Work Orders – Details of Additional Options:

Once a work order is assigned, the following additional options appear in a work order form:

  1. In the left panel:

    1. Under Work Order Info:

      1. On the toolbar, Unschedule button appears. Click this button to unschedule the work order.

        2. Once a work order is successfully unscheduled, all the additional options that appear in an assigned work order form will be removed.

      2. The Team field displays the default queue details of the employee to whom the work order is assigned to.

      3. In the Search Resources dropdown menu, Reschedule button appears. Click this button to reschedule the work order to another resource.

        4. You cannot reschedule a work order for which ‘Do Not Reassign option’ is enabled. To reschedule, first disable the option and then perform reschedule.

    2. Click the more button to view:

      1. Accept/Reject buttons:

        1. If login user and assigned resource are both members of Team then accept as tech, accept as me buttons will appear.

          1. If Accept as tech, then Assigned Resource and owner field will be FE name

          2. If Accept as me, then Assigned Resource and owner field will be owner name(login user)

        2. If login user is team member but assigned resource is not then ‘Accept as Me’ appears.

          1. If Accept as me, then Assigned Resource and owner field will be owner name(login user)

        3. If login user is not team member but assigned resource is member then ‘Accept as Tech’ button appears.

          1. If Accept as tech, then Assigned Resource and owner field will be FE name

        4. If login user and assigned resource are not team members then accept/reject buttons will not appear.

    3. Under Assignment Information

      1. All the fields displays assignment information.

      2. The following buttons appear:

        1. Do Not Reassign

          1. Enable this option if you do not want to reschedule an assigned work order to another resource.

          2. Disable this option if you want to reschedule an assigned work order to another resource.

        2. Appointment Confirmed

          1. Enable this option if you want to confirm appointment for assigned resource.

          2. Disable this option if you do not want to confirm appointment for assigned resource.

          Appointment will be confirmed only when ‘Arrival Onsite’ value is within the range of ‘Start of Arrival Window’ and ‘End of Arrival Window’. Else, ‘Reschedule’ popup appears so that you can reschedule the time accordingly. Note that if you still enter out of range values, then the reschedule form automatically sets the start and end arrival window values so that ‘Arrival Onsite’ is within the range.

        3. Customer Notification

          1. Enable this option if you want to notify customers about the work order progress.

          2. Disable this option if you do not want to notify customers about the work order progress.

  2. In the right panel:

    1. In Activity tab, and in the Log dropdown menu, Timestamps button will appear. Click the button and then in the Timestamps snippet, enter the early & late start details.

    2. Inventory tab appears. If the assigned resource has associated inventory then the details appear in this tab.