About Service Order Management

Prerequisites for Configuring Service Order Tasks.

Service Order Management provides a connected work layer for recording, assigning, tracking, updating, and completing guest service requests and internal operational tasks.

A service order is a structured work record for a guest request, internal task, room issue, repair, follow-up, location need, or group requirement. The record keeps priority, ownership, status, timing, notes, and attachments together in OPERA Cloud.

Accessing Service Orders

You can access and manage service orders from the following areas:

Service orders are available from the following entry points:

  • Administration > Inventory > Service Order Management
  • Reservations
  • Profiles
  • Blocks
  • Task Sheets and Task Companion
  • OPERA Cloud Mobile for tablets and smart phones
    • Service Order Management
    • Task Companion
    • Reservations (Arrivals, Departures, In House)
    • Room Status

The available entry points and actions depend on your role and property access.

Parent topic: Inventory Administration

Configuring Service Order Resource Groups

Service Order Resource Groups organize resources into operational teams, such as Electricians, HVAC Technicians, Plumbers, and Carpenters. Assign a service order to a resource group when a specific resource has not yet been selected. The team can then assign the service order to an appropriate resource.

Note:

When the Multi Property OPERA Control is active, create new resource groups from the Template tab. You can then copy the resource groups to specific properties using Copy Template or Copy To Properties.

Adding Service Order Resource Groups

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Resource Group.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select a resource group code that identifies the dispatchable team.

    2. Description: Enter a clear description for the resource group.

    3. Sequence: Enter the display sequence.

    4. Skill: Select the skill associated with the resource group.

    5. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Resource Groups

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Resource Group.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Resource Groups

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Resource Group.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Skills

Service Order Skills define the general capabilities required to complete service order tasks. They help properties assign tasks to resources with the appropriate expertise. Examples include Electrical, Plumbing, HVAC, Carpentry, and Flooring.

Note:

When the Multi Property OPERA Control is active, create new skills from the Template tab. You can then copy the skills to specific properties using Copy Template or Copy To Properties.

Adding Service Order Skills

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Skills.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select a skill code that clearly identifies the work capability.

    2. Description: Enter a clear description for the skill.

    3. Sequence: Enter the display sequence.

    4. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Skills

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Skills.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Skills

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Skills.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Specialties

Service Order Specialties define specific qualifications or proficiency levels within a skill. They help properties assign service orders when a general skill does not provide sufficient detail. Examples include Electrician Level I, Electrician Level II, HVAC Technician, and Plumber.

Note:

When the Multi Property OPERA Control is active, create new specialties from the Template tab. You can then copy the specialties to specific properties using Copy Template or Copy To Properties.

Adding Service Order Specialties

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Specialties.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select a specialty code that identifies the qualification or level.

    2. Description: Enter a clear description for the specialty.

    3. Sequence: Enter the display sequence.

    4. Skill: Select the skill associated with the specialty.

    5. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Specialties

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Specialties.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Specialties

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Specialties.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Resources

Service Order Resources are personnel or other operational resources responsible for completing service orders. Use the Resource form to configure resource availability, details, and assignments.

Adding Service Order Resources

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Resources.

  2. Select the Property tab, click Create Resource, and complete the following:

    1. Resource Availability: Select Available in all properties (global) or Available only at selected properties.

    2. Resource Type: Select Internal or External. (Note: Use external to create a resource for tracking tickets assigned to an outsourced or an external resource without access to OPERA Cloud)

    3. Resource ID: Enter the unique identifier for the resource.

    4. OPERA User: Select the associated OPERA Cloud user, when applicable.

    5. Resource Name: Enter the resource name.

    6. Properties: Select the properties where the resource will work. Available when only at selected properties is selected.

    7. Resource Groups: Select the resource group for the assignment, when applicable.

    8. Skills: Select the skill for the assignment, when applicable.

    9. From: Enter or select the date the resource assignment becomes effective. Leave empty for no limit.

    10. To: Enter or select the date the resource assignment ends. Leave empty for no limit.

    11. Add Assignment: Click to add another resource assignment row, when required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Resources

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Resources.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Resources

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Resources.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Priorities

Service Order Priorities indicate the urgency of service orders and help organize work according to the property’s service-level requirements.

Note:

When the Multi Property OPERA Control is active, create new priorities from the Template tab. You can then copy the priorities to specific properties using Copy Template or Copy To Properties.

Adding Service Order Priorities

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Priorities.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select a priority code that is easy for staff to recognize.

    2. Description: Enter a clear description for the priority.

    3. Sequence: Enter the display sequence.

    4. Priority Level: Select Critical, High, Medium, or Low.

    5. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Priorities

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Priorities.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Priorities

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Priorities.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Statuses

Service Order Statuses track a service order through each stage, from creation to completion.

Note:

When the Multi Property OPERA Control is active, create new statuses from the Template tab. You can then copy the statuses to specific properties using Copy Template or Copy To Properties.

OPERA Cloud provides three predefined status types: Open, In Progress, and Complete. Each status type must always have exactly one status designated as its Quick Action. These Quick Action statuses are used by default when a service order is created, when work begins on an open service order, and when an in-progress service order is completed, respectively.

Adding Service Order Statuses

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Status.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select a clear status code.

    2. Description: Enter a description that identifies the status meaning.

    3. Sequence: Enter the display sequence.

    4. Status Type: Select Open, In Progress, or Complete.

    5. Set as Quick Action: Select the check box when the status should be available as a quick Open, Start, or Complete action.

    6. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Statuses

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Status.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Statuses

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Status.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Types

Service Order Types categorize requests for filtering and reporting. Examples include Guest Request, Maintenance, Housekeeping Follow-Up, and Public Area.

Note:

When the Multi Property OPERA Control is active, create new types from the Template tab. You can then copy the types to specific properties using Copy Template or Copy To Properties.

Adding Service Order Types

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Types.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select a type code.

    2. Description: Enter a clear description for the type.

    3. Sequence: Enter the display sequence.

    4. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Types

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Types.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Types

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Types.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management

Configuring Service Order Tasks

Service Order Tasks are reusable task codes for creating service orders. They standardize work descriptions and provide predefined operational details.

Note:

When the Multi Property OPERA Control is active, create new service order tasks from the Template tab. You can then copy the tasks to specific properties using Copy Template or Copy To Properties.

Adding Service Order Tasks

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Tasks.

  2. Select the Property tab, click New, and complete the following:

    1. Code: Select the reusable task code.

    2. Description: Enter a clear description that users can recognize when creating a service order.

    3. Sequence: Enter the display sequence for the task.

    4. Skill: Select the skill used to route or report on the task.

    5. Priority: Select the default priority for the task.

    6. Type: Select the type used to classify the task.

    7. Notes: Enter default notes only when they help field execution.

    8. Requires Follow Up: Select the check box for tasks that require additional action.

    9. Follow Up Task: Select the task to be created automatically when the current task is completed. This field is available when Requires Follow Up is selected.

    10. Time to Complete (minutes): Enter the expected completion time in minutes.

    11. Department: Select the default department responsible for the task.

    12. Languages: Select one or more languages only when translations are required.

  3. Click Create and Next, or select the available create action from the adjacent arrow.

Editing Service Order Tasks

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Tasks.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Edit pencil icon.

  4. Update the details.

  5. Click Update.

Deleting Service Order Tasks

  1. From the Administration menu, select Inventory, select Service Order Management, and then select Tasks.

  2. Enter search criteria, and then click Search.

  3. Select the record, and then click the Delete trash can icon.

  4. Click Delete to confirm.

Parent topic: About Service Order Management