Work orders and planning

Step by step

1. Create a work order

   Under Work > Work orders choose a new work order. Choose the customer and the location, the type (breakdown, maintenance, inspection, installation, survey or quote visit), the kind of work, the priority, the source (manual, phone or email) and the assets. The preferred period and the estimated duration help with scheduling.

2. Schedule a visit on the board

   On Work > Schedule board the work orders without a visit are on the left. Drag one to a technician and a day or time, or click it and choose in the dialog. The slot turns green, orange for a warning and red when it is not possible, for example with approved leave or a planning block. The work order is then scheduled.

3. Send the day to the app

   With Send to technician app the visits of the chosen day that have a lead technician go to the app. The technician sees them in My day and gets a notification.

4. Follow the work

   When the technician taps On the way, the customer gets a text message or email with the expected arrival time. When they start the work report, the work order is in progress. When they complete the work report and no other visit is open, the work order is completed.

5. Review the work report

   On the Work report tab of the work order you edit the report, correct hours and materials and approve the work report. Under Work > Review work reports you find completed work reports that need attention, such as a missing signature, more hours than estimated or a follow-up visit that is needed.

6. Create a follow-up work order

   If the technician completed with Follow-up visit needed, create a new work order with Create follow-up work order. Customer, location, title, description and assets are filled in, and the two work orders stay linked.

Good to know

• When there are several open work orders at the same location, you schedule them in one visit. Each work order keeps its own work report; the call-out charge counts once.
• Optimise route proposes an order of visits per technician with less travel time. You apply or reject the proposal.
• On a phone the schedule board is a day list per technician, with a Schedule button.
• After approval the hours, materials and call-out charges are on To invoice. See the manual Invoices.
• Maintenance plans under Work > Maintenance create the work orders for periodic maintenance by themselves.

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