Using Service Order Management Workspace

Service Order Management provides one workspace for recording, assigning, prioritizing, tracking, updating, and completing guest and internal service requests. Use it to manage room issues, repairs, follow-up work, and other operational tasks.

A service order consolidates the target, task, priority, status, assignment, timing, remarks, and photos, enabling dispatchers and resources to review the current work queue and complete assigned work.

Opening Service Order Management

From the OPERA Cloud menu, select Miscellaneous, then select Service Order Management.
Review the summary tabs to identify service orders that require attention.
Select Create Task to create a service order, or select an existing service order to review and update it.

Creating a Service Order

Select Create Task, select the target and task, and complete the details needed to perform the work.
Target: Identify the location, reservation, profile, or block associated with the request.
Service Order Task: Select the configured task that best describes the work.
Remarks and Photos: Provide details and supporting photos as needed.
Priority, Status, Resource, Resource Group, and Department: Confirm urgency, workflow status, and ownership.
Start Date, Start At, and Due Date: Record timing requirements.
Requires Follow Up: Select when an additional action is required after completion.

Workspace Overview

The workspace header includes the Service Order Tasks title, Grid or Board view selector, Create Task button, search, and filter chips.

All : Displays all service orders that you are permitted to view.
Late: Displays overdue service orders.
Today: Displays service orders due today.
Requested by Guest: Displays service orders marked as guest requests.
Unassigned: Displays service orders that do not have an assigned resource.
Open, In Progress, and Closed display service orders by their current status.

Searching and Filtering Service Orders

Use search and filter chips to narrow the workspace. Available filters include Location, Reservation, Profile, Block, Task, Assignment, Resource Group, Priority, Priority Level, Service Order Types, Status, Created by, Requested by Guest, Due Date, and Department.

Using Grid View

Select Grid to work with service orders in a detailed list. Use Export to export displayed data and Columns to select grid information.

Select a column heading to sort the displayed service orders.
Use the row check boxes to select service orders. The grid provides a Select All Rows check box for the displayed list.
The grid can display Task, Room, Start Date and Time, Status, Due, Open since, Priority, Resource, Resource Group, Guest, Follow-Up, and Actions columns.
Select a linked target, such as a reservation or room, when available to open the related record.
Select Status, Priority, or Resource in a row to update that value when your role permits the action.
Use the Edit pencil icon or Delete trash can icon in Actions to update or delete an individual service order.

Using Board View

Select Board to view service orders as cards grouped by Status by default. Each status column displays a count. Cards can show target, task, priority, time open, start date and time, assigned resource, guest request indicator, and room details.

Cards with an Assign resource link require an owner. Use Group By to review the current grouping option.

Working with a Service Order

Select a service order from Grid or Board view.
Review the Target, Task, Remarks, Priority, Status, Due Date, assignment, and any photos.
Assign or reassign the resource or resource group when ownership changes.
Update the Status as work starts, pauses, resumes, or progresses.
Update the Priority or Due Date when the urgency or required completion time changes.
Add remarks, photos, or follow-up details that help the next resource understand the work.
When the work is complete, add completion details, select the appropriate closure status, and save the service order.

Managing Multiple Service Orders

Select Assign Resource to assign a resource or resource group to the selected service orders.
Select Update Status to apply a status to the selected service orders.
Select Change Priority to apply a priority to the selected service orders.
Select Delete to delete the selected service orders. This option is available when your role includes the Mass Delete Service Orders task.