Work Order Management - Open Scheduling

Accessing Work Order Management

Work Order Management can be accessed in 2 ways.

• Go to a Service Agreement Record and click the Create Work Orders Quick Action.

  • This is used for Single Participant Scheduling, the Work Order Management will open with the context of the Service Agreement and Participant where you have opened it.

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• Go to the Work Order Management tab in the Services App or via the App Launcher.

  • This method is typically used when you want to schedule multiple participants in the same Service Appointment.

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Work Order Management Walkthrough

Work Order Details

Step 1 in the Work Order Management wizard is to enter the some basic information on who is receiving the service and where they will be receiving the service.

When clicking the Create Work Orders quick action from a Service Agreement record, this information will be inherited from the related Service Agreement attributes.

• Participant Section

  • Contact is the participant who will be receiving the service. This becomes a multi-select when Multi Participant Scheduling is selected.

  • Service Agreement is filtered based on the selected Participant and is where the funds will be drawn for the selected services.

• Work Order Details Section

  • Service Territory is the area of the organisation where the service is being delivered.

  • Location is the address where the service is being delivered, this is configured on a participant's Contact record.

Support Items

Step 2 in the Work Order Management wizard shows you a list of Support Items that are available for the participant on their Service Agreement.

• A user can select single or multiple Support Items to add to the Work Order, each item will be added as a Work Order Line Item, which then translates into an Invoice Line Item upon completion of the service.

• Schedule Day and Preferred Schedule Time can be configured on the Agreement Item record, which will then default the schedule in the Schedule Service Appointments step (Step 3) of the wizard.

• If Multi Participant Scheduling is selected, then you will see a list of Support Items that are available on both participant Service Agreements.

• The Preview Icon will be available in the far right Actions column of the Support Items table if an Agreement Item has been set to flexible, meaning that we are able to change the Support Item that is delivered to a different Support Item within the same Support Category. The below screen will open when you click the Preview Icon and allow you to update the Support Item.

Schedule Service Appointments

Step 3 in the Work Order Management wizard allows you to schedule the Service Appointments for delivery.

• The schedule will default based on the schedule that has been configured on the Agreement Item related to the selected Support Item.

• Start Date and End Date represents the timeframe that Service Appointments will be created for based on the selected Service Frequency and Days of the Week.

• Service Appointment Start Time and Service Appointment End Time is the timeframe for delivering the Service Appointment on any of the scheduled days.

• Priority will be factored into auto-scheduling rules when finding suitable resources for the Service Appointment.

  • Note: This is not used if you assign a Service Resource through Work Order Management but might be used if a Service Resource becomes unavailable and you need to find a new Service Resource.

• Service Frequency defines the recurring schedule for creating the Service Appointment.

• Repeat Every will define how often to create the Service Appointments. Example:

  • Repeat Every 1 Week will repeat the Service Appointments every week.

  • Repeat Every 2 Weeks will repeat the Service Appointments every fortnight.

• Days of The Week defines the days of the week to schedule the Service Appointments.

If more than one Support Item is selected, you will see the Service Duration section under the Schedule Service Appointments step of the wizard. This section allows you to specify the Start Time and End Time of the selected Support Items so that Invoice Line Items can be created with the correct Quantity.

Summary

Step 4 of the Work Order Management wizard provides a preview of the services that have been scheduled, the associated costs compared to available funds and allows you to assign Service Resources.

• Review a monthly cost breakdown for each scheduled Service Appointment, you will see a Warning Icon if the costs start to exceed available funds.

• Service Resources can be assigned to individual Service Appointments or use the Assign to All feature to assign to all Service Appointments.