Managing Service Orders Using a Mobile Tablet Application (M17031)
To manage service orders:
Open the application by tapping the My Serv Ord icon on your device, and then log in.
On the Manage My Service Orders screen, review the service orders. In the right pane, the system displays the details of the service order that is first on the list.
To filter service orders, tap the filter icon at the top of the service orders list.
- Start Date
Tap the From and To dropdown menus and specify the service order start date range that the system uses to search for service orders.
- Customer
To add a customer to your search criteria, you can use the search icon to search for a value and return it to the Customer field, or you can manually enter the address book number of a customer in the field.
To search for a customer, tap the search icon. In the Customer Address search screen, you can use a combination of the customer name and search type to search for a customer. After you specify values for your search, tap the Search button. The system pulls up all records that satisfy the search criteria.
To discontinue the search and to go back to the Filters screen, tap the Cancel button.
To return a value back to the Customer field, tap the customer record from the search result.
- Status
Tap the From and To dropdown menus and specify the status range that the system uses to search for service orders.
- Priority
Tap the Priority dropdown menu and specify the priority that the system uses to search for service orders.
- Service Order Number
Tap the Service Order Number field and enter the service order number that the system uses to search for service orders.
In the Filters pane, to continue the search using the specified filter values, tap the Apply button. When you tap the Apply button, the system:
Takes you to the list of service orders that are displayed based on your filter values.
Saves the filter values that you entered. The system displays the saved filter values the next time you open the filter screen.
To discontinue the use of filter values in your search, tap the Cancel button. When you tap the Cancel button, the system:
Takes you to the list of service orders associated with the last saved filter values, if applicable.
Ignores the filter values that you entered, and restores the last saved filter values to the filter fields.
To delete all filter values you specified, and to enter new filter values, tap the Clear button.
To review and update a service order, tap the service order from the list of service orders.
The system displays service order header information and four tabs: Service Order, Parts, Labor, and Notes. The Service Order tab is open by default.
To change the status of the service order, tap the Current Status dropdown menu and select a status. To save the update, tap the Save button.
You can also update the status of the service order by tapping the Advance Status button. To save the update, tap the Save button.
Note: Based on the work order activity rules, the system displays the Advance Status button with the next status. If work order activity rules are not applicable for your service order, or if the status is complete and no more statuses are available, then this button does not appear.To select the date that you completed the service order, tap the Actual Finish Date dropdown menu. To save the update, tap the Save button.
To use the device's map feature, tap the Equipment Coordinates Map link.
Note: The system displays the Map link only if the latitude and longitude values are available for the location in the Equipment Master Address Locations program (P1704).To use the device's navigational feature, tap the data in the Site Address and Customer Address sections of the form.
To review available parts and to issue parts for the service order, tap the Parts tab.
To issue parts that have not been issued, tap the three dots next to the Save button at the top right of the screen. The system displays the Issue Parts button. When you tap the Issue Parts button, the system updates the Actual Quantity field.
If a parts record does not exist for the service order, the Parts screen is blank, and the Issue Parts button is not displayed.
To review labor details for the service order, tap the Labor tab.
To enter notes and view notes history, tap the Notes tab. To enter new notes, tap the New Notes field, enter text, and tap the Save button.
Note: The tablet application retrieves only the first text attachment available in the media object of the Field Service Revisions program (P17100), and displays the retrieved text in the Notes History field. When you enter text in the New Notes field and tap the Save button, the system adds the new text to the text in the Notes History field, and leaves the New Notes field blank.To view photos of the service order, or the equipment associated with the service order, tap the Photos button.
When you tap the Photos button, the system displays two options: Service Order Photos and Equipment Photos. The number displayed on each option represents the total number of photos for the service order or the equipment.
To view existing photos of the service order and to add new photos, tap the Service Order Photos option.
To view photos of the equipment, tap the Equipment Photos option.
A list of photos appear as thumbnails in the left pane. In the right pane, the system displays the photo that is first on the list.
To view a photo, tap the photo thumbnail. To delete a photo, tap the Delete button. On the confirmation window that opens, tap to confirm that you are deleting the photo. The system removes the photo from the list of photos.
To add a photo to the service order, tap the Add button. The system displays two options: Album and Camera.
To attach an existing photo from your device's photo gallery to the service order, tap the Album option.
To take a new photo, tap the Camera option to use the device's camera feature.
Note: You cannot add or delete photos when you select the Equipment Photos option. The photos that you see in the Equipment Photos screen are retrieved from the EnterpriseOne system.You can add a description of the photo. To save the photo, tap the Save button. The system adds the photo to the list of photos, and increments the number of photos available by 1 (One).
To discontinue adding the photo and to go back to the Service Order Photos screen, tap the Cancel button.
To go back to the Manage My Service Orders screen, tap the Back button.
If you navigate away from the service order record without saving your updates, you will lose unsaved changes.
To log out of the application, tap the menu button at the bottom left of the screen, and then tap Logout.