Work orders are essentially orders from customers which authorizing work be performed. This work may include service calls, maintenance, and installation. Work orders are not the same as jobs. Work orders are more short-term in nature, and are the equivalent of writing a note to a co-worker instructing him/her on their next task. Jobs are projects which span a longer period of time than a work order.
As a work order is assigned to a technician, it can check for the technician’s skill level, thus ensuring that work orders are assigned to employees qualified for the job (see the related topic, “Employee – New Employee Setup” for more information).
From the main menu, click Company > Work Order
Use the keyboard shortcut Ctrl+O
Field & Button Definitions
The following fields, buttons, and other controls appear in the Work Order form.
- Work Order # – Use this area to enter a number to refer to this work order. Total Office Manager will assign a WO number automatically. You can change this number if needed. Total Office Manager will warn you if the WO number has been used. Avoid duplicating WO numbers.
- Status – Displays the status of the work order (Scheduled, En Route, Working, Completed, Canceled)
- Map Code – Displays the map code as entered in the Customer:Job Form.
- Customer – Use this field to select the customer or job for the work order
- Ordered By – Use this area to enter the name of the person that ordered the work order. This could be the customer that called your company or someone in house.
- Client PO – Use this area to enter a purchase order number.
- Bill To Address/Work Address – Click to view the Bill To address or the Work Address (as entered in Customer:Job form).
- Terms – Use this area to select the terms for this work order. Note: This defaults to the terms entered for the customer.
- Priority – Assign a priority to a work order. Your options are High, Medium, and Low.
- Work Order Type – Select the particular type of the work order (ie: Service, Callback, Warranty, etc).
- Assigned To – Choose the technician in which to assign the work order. If the skills checking feature for the employee has been enabled, a warning will appear if the technician is not qualified for that type of work order (see the related topic, “Employee – New Employee Setup” for more information).
- Serv Agmt – Customers may own more than one service agreement. Use this drop-down list to choose a service agreement to associate with the work order.
- Planned Maint. – Tick this checkbox to manually mark this work order as counting for one of the planned work orders from the selected service agreement.
- Description – Use this area for a brief description of the work to be performed.
- Marketing – Select from the drop-down list, the marketing effort which generated this work order.
- Date – Enter the date for when the work is to be performed.
- Start Time – Enter the time of day when the work is to be performed.
- Now – This button enters the current date and time into those respective fields with a single click.
- Duration in Minutes – This field is usually pre-populated from the default duration associated with the work order type. Most service calls should assume about 90 to 120 minutes. Override this field as necessary.
- Directions/Special Instructions – Use this area to enter any directions (using the Get Directions button) or any special instructions work this work order.
- Get Directions – Click to get driving directions to the customer:Job location. The driving directions start form the location that you have entered into you company information form. Get directions will try to find the best possible fit. If you do not enter a valid address then Get Directions will not return the proper driving directions. You may also find a map and driving directions from the main menu by clicking Tools > Maps. Note: Get Directions and Maps are only available if Microsoft’s MapPoint® 2003 or later is installed on the workstation.
- Copy Directions to Clipboard – This button copies contents of the Directions/Special Instructions field to the workstation clipboard. These directions can then be pasted into a document, text message, or another application.
- User Defined Fields – Displays custom information fields set to appear in the Work Order form (see the related topic, “User Defined Fields” for more information).
- Save & Close – Saves entered information and closes the form.
- Save & New – Saves entered information and opens a new blank form.
- Cancel – Exits the form without saving.
- Created/Revised Stamp – After the form has been saved at least once, a Created/Revised stamp will appear at the bottom of the form. This displays the original creator of the work order, and the most recent revisor of the work order.
Menu Button Definitions
An extensive collection of commands are also available from the Menu button. Please note that not all commands are active until the form has been saved at least once.
- Save – Manually saves the form.
- Revert – This action is the same as if you clicked “Cancel”, chose NOT to save, then re-opened the existing work order.
- Notes – Opens the notepad for that work order. A virtually unlimited amount of notes can be entered here.
- Complete Work Order – Sets the work order status to “Complete”.
- Complete Work Order/Add Timesheet Entry – Sets the work order status to “Complete”, and automatically opens the assigned employee’s timesheet. Many of the fields in the employee timesheet will be automatically populated with information from the work order.
- Add Timesheet Entry – Opens the assigned employee’s timesheet. Many of the fields in the employee timesheet will be automatically populated with information from the work order.
- Cancel Work Order – Sets the work order status to “Canceled” and removes the work order from the schedule board. Canceling a work order is generally recommended over deleting a work order. Problem customers sometimes call many service companies only to award the service call to the one who arrives on location first. Then they cancel all the other work orders placed with other companies. If this happens habitually it can cost you money. It wastes your scheduling and dispatching resources, while loosing the opportunity to do profitable work for reliable customers. By canceling a work order instead of deleting a work order, a history of this behavior can be established. It may be the case you decide to “fire” a customer because of repeated work order cancelations. Don’t be afraid to send problematic and unprofitable customers to your competitors where they can do you some good.
- Delete – Deletes the work order (not recommended — consider canceling the work order instead).
- Create > Invoice – Creates a new invoice for the customer who appears on the work order. The invoice will automatically be filled in with the customer name and any pertinent customer information which can be brought forth from their customer record (like terms, for example). The invoice will have automatically have the source work order assigned to it, thus keeping the history of the work flow intact.
- Create > Sale – Functions exactly like Create > Invoice (above), except payment is being received immediately, rather than invoicing the customer for payment expected at a later date.
- Create > Estimate – Functions exactly like Create > Invoice (above), except it creates a new estimate for the customer on the work order.
- Create > PO – Creates a new purchase order where the shipping destination is set to the location of the customer appearing on the source work order, rather than your company’s default shipping destination.
- Create > Equipment – Opens the Add Customer Equipment form, an important feature used to record customers’ equipment. See the related topic, “Customer Equipment” for more info.
- Select Invoices/Sales/Estimates – Under many circumstances an association between a work order and a sales form (ie: invoice, sale, etc) is automatically created because either the sale was generated from the work order, or the work order was generated from the sales form. The “Select Invoices/Sales/Estimates” command is used if it is necessary to manually create this association from a work order. A similar command, “Menu > Assign Work Orders” is found in sales forms and is used to create the same association if it more convenient to do so from there.
- Printing > Print – Used to print a hard copy of the work order.
- Printing > Print Preview – Used to preview a pending hard copy of the work order.
- Printing > Print Setup – Used to setup work order printing preferences.
- Page – Click this option to bring up your email client (your email software such as Outlook®). The email will be auto-populated with the assigned employees pager address (if provided). The email will auto-populate with the customer:job and work order information. This feature is used for pagers that allow you to “page” a person’s pager or phone using an email address such as firstname.lastname@example.org. Note: A phone line is not actually used. An internet connection is required.
- Email – Click this option to bring up your email client. The email will be auto-populated with the assigned employees email address (if provided). The email will auto-populate with the customer:job and work order information.
- Find Work Order – This command will open the Schedule Board and automatically display the scheduled work order in red highlight.
The “Find Work Order” command locates a work order on the schedule board and highlights it in red (see green arrow).
- Duplicate – Creates an exact copy of the work order minus the “Assigned To” technician. The duplicated work order can be edited as necessary without having to start from scratch. This is useful when sending a technician back to the same job the following day, or when more than one technician is assigned to the same job. Tip — setting system preferences to allow duplicate work order numbers lets the program associate different work orders which share the same number from one job together (see the related topic, “Preferences – Work Orders” for more information). If duplicate work order numbers are not allowed, the program will display a warning to this effect when saving, asking to use the next work order number instead. The program will then use the next available number in the duplicated work order.
The “Duplicate” command creates a copy of an existing work order (see green arrow), minus the “Assigned To” technician (see cyan arrow).
The duplicate work order can now be edited without having to start a new one from scratch.
- Select Equipment – Opens a Customer Equipment list, used to associate a work order with one or more pieces of customer equipment. Tick the checkbox for each piece of equipment on which work will be performed. This equipment will appear on the printed work order.
The Select Equipment command opens the equipment list for the customer.
Tick the checkbox (see green arrow) for each piece of equipment to associate with the work order.
- Customer > Customer History – Opens the customer’s history form which displays every sale, check, purchase order, bill, item receipt, service agreement and more, ever involving that specific customer.
- Customer > Edit Customer – Opens the customer record for review or edit.
- Customer > Contact Log – Opens the customer’s Contact Log, used to enter detailed notes about the account. See the related topic, “Contact Log” for more information.
- Work Order History – Opens the history for the work order. This includes all sales, timesheets, PO’s, A/P, and Journal Entries associated with the work order. See the related topic, “Work Order History” for more information.