Request Details

The General Information pane contains information that was entered when the work order was created. This information cannot be modified. It may contain the following fields, but fields that were not specified when the request was created are not included.

• Request ID – the identification number assigned when the request was created

• Ref WO – a reference to any external work order this request is linked to

• Asset – a link to the asset associated with this work order and optional warranty status; clicking this link opens the Asset Details page

• Requested By – the name of the person making the request; this may or may not be the same person as the request creator

• Date – the date and time on which the request was created

• Phone – the phone number of the requestor

• Company – the company the requestor is affiliated with

• Fax – the Fax number of the requestor

• Email – the email address of the requestor; clicking this link allows you to compose and send an email to this person

• Project – the project the request is associated with

• Department – the department the requestor works in

• Created By – the name of the person who created the request; this may not be the same person as the requestor since the person who is requesting the work may ask another user to enter the request into the system

• Created By Email - the email address of the person who created the request; clicking this link allows you to compose and send an email to this person

• Created By Phone – the phone number of the person who created the request

In addition to the information in the gray pane, several links are also displayed. Links that refer to information not specified when the work order was created may not be displayed.

• Shopping Cart – allows you to place inventory items in a shopping cart for this work order or open existing carts associated with the work order (Advanced Inventory Only)

• Print Work Order – allows you to print the work order

• Print Procedure – opens a dialog box that allows you to print any procedure associated with the work order

• Approvals – allows you to set up work order approval requests

• Work Order Financial – allows you to work with cost information (labor and materials) associated with the work order

• Tasks – allows you to work on the tasks associated with this work order (for work orders generated from task-based schedules only)

The Request Details pane contains information about what needs to be done to complete this request. Some of this information was specified by the user making the request, but some was automatically populated by the system. For example, the system may automatically assign the request based on the property and work type. This information cannot be modified, unless you reclassify the request. For more information, see Reclassify Work Order. The Request Details pane may contain the following fields, but fields that were not specified when the request was created are not displayed.

• Property – the property where the work will be done; clicking this link displays the property details

• Location – the location within the property where the work will be done, including one or more of the following fields:

  • Space/Floor – Select a value to indicate that the work should be done on a particular space or floor. Some systems group spaces and floors together and some use separate space and floor values.

  • Zone – Select a value to indicate that the work should be done in a particular zone within the property.

  • Tower/Wing – Select a value to indicate that the work should be done in a particular tower or wing within the property.

  • Floor – Select a value to indicate that the work should be done on a particular floor within the property

  • Space – Select a value to indicate that the work should be done in a particular space within the property. You cannot select a space until after you select a floor.

  • Sub-Space – Select a value to indicate that the work should be done in a particular subSpace within the property. You cannot select a subSpace until after you select a space.

• Type – the type of work to be done

• Sub Type – the work subType, which further classifies the type of work to be done

• Crew – the name of the crew this request is assigned to; displayed only if the optional Crews functionality is enabled

• Assigned To – the name of the user who is responsible for completing the work request

• Complete By – the date and time the work should be completed by; this value may have been specified by the person who entered the request or may have been calculated based on a Service Level Agreement

• Priority – indicates how high of a priority it is to complete the work

• Status – indicates the status of the work request, for example it may be Open, In Progress, Complete, or Closed

• Estimated Amount – the estimated cost to complete the work request

• Not to Exceed Amt – the maximum cost to complete the work request; this value can be defined on either a system-wide or per-property basis

• Requested Completion Date – the date and time that the user who created the request would like the work to be completed by

• Vendor – the vendor who is associated with the work request; this value is only displayed if the Company Doing Work function is enabled

• External Cost Center – this field is used to classify third party cost centers

In addition to the information in the gray pane, several links are also displayed. Links that refer to information not specified when the work order was created may not be displayed.

• Property Comments – allows you to view and enter comments about the property

• Create Inspection - allows you to create an inspection and associate it with the request

• Find a Company – allows you to locate a company

• Create PR – allows you to create a purchase requisition and associate it with the request

• Create PO – allows you to create a purchase order and associate it with the request

The Request History pane maintains an audit trail of everything that has happened to the request, containing one entry for each update made. For example, a new entry might be made if the Status was changed, if the request was reassigned, if comments were added, or if changes were made to the NPFA accounts in the Accounts pane. Updates are listed in chronological order with the initial updates at the top of the list and the most recent updates are at the bottom.

The request history information cannot be modified. For each entry it displays:

• Type – the type of entry; either Internal for system events such as notifications or Update for changes made by users

• Update Date – the date and time the update was made

• Comments – any comments made by the user when updating the request and/or any comments generated by the system when an action occurs, such making an assignment or status change

• Status – the status of the request

• Crew – the name of the crew the request is assigned to (if Crews functionality is enabled)

• Assigned To – the name of the person the request is assigned to

• Updated By – the name of the person who made the update

The Update Request pane contains a set of fields that can be changed to update the request in the course of working on it. The values in these fields can be changed as often as required to keep the request up-to-date. Values in this pane are commonly modified to change who the work is assigned to, to enter general comments about the work being performed, or to change the status of the request (for example, to close a completed request).

Some of the fields in this pane only appear if specific configurations have been established by your system administrator. Your installation's configuration may vary.

If you make changes to any of these fields, you must click the UPDATE button at the bottom of this pane for the changes to take effect.

If you leave this page , for example by selecting another system tab or clicking a link on this page, before clicking UPDATE, any changes you have made will be discarded.

• General Comments – Enter a value to update the request with comments about the work in progress. Values entered here will be displayed in the Request History pane and can be viewed by all users.

• Internal Comments – Enter a value to update the request with comments about the work in progress that can only be seen by users whose security profiles allow them to see internal comments. Typically, full users who are members of the property team can see internal comments and tenants or guest users cannot.

• Notify Assigned To - Select this check box to send a notification email to the user the request was assigned to informing him or her of any changes made to the request. By default, this check box is selected when the Request Details page opens; if you do not want a notification sent, you should clear it.

  If a request is closed by the user it is assigned to, any comments added or changes made to the request after it was closed (other than status changes) do not generate notification emails to the assigned user, even if the Notify Assigned To check box is selected.

• Notify Requestor – Select this check box to send a notification email to the user who made the request informing him or her of any changes made to the request.

• Assignment – Specify who the work request should be assigned to.

• In the Assigned To field, select a value to change which user the request is assigned to.

• If Crews functionality is enabled, you can select a Crew (for example, Janitorial Staff or Electricians) to assign the request to. When you select a crew, the request is assigned to the crew leader, by default. You can either accept this assignment or select a different member of the crew in the Assigned To field. Only crew members that have the appropriate security rights to the property and the request type and subType are included.

  Once you assign a work request to a crew, it cannot be reassigned to an individual, only to another member of this or another crew.

• If the advanced reassignment feature is enabled, and Adv Reassign link appears. Clicking this link displays a list of suggested users to reassign the request to if you cannot complete the request. Some systems may require you to supply a Reassign Reason in the Miscellaneous Fields pane when you reassign a request.

• Status – Select a value to change the status of the request.

Note:

Changing the status of a request may trigger other actions by the system, depending on your configuration. For example, changing the status from Open to In Progress can trigger the entry of the SLA Response time.

Closed – Selecting this status indicates that the work on the request is completed. You are required to enter a comment about the completion of the request when changing the status to Closed. If you do not have the appropriate permissions to add comments, the system will generate a generic closing comment for you.

Depending on your system's configuration, you may be required to enter values for additional fields when closing a request. If you do not enter Closed By or Date Closed values, the system defaults to the logged-in user and the current date/time.

Entered In Error – Selecting this status closes the request, but does not require you to enter a closing comment. Requests in this status will not be included in any reports or SLA calculations.

• Closed By – Select a value to indicate the name of the user who is closing the request. If you select a Closed status or enter a Date Closed value and do not enter a value in this field, the systems enters the logged-in user's name by default. If you do not change the Status value to a Closed status, any value you specify is discarded when you click UPDATE.

• Date/Time Closed – Enter a value to indicate the date and time when the request was closed. If you do not enter a value and you select a Closed status, the current date and time is used. If you do not change the Status value to a Closed status, any date/time value you enter is discarded when you click UPDATE.

• Billable – Select a value to indicate whether the work request is billable or non-billable. A link next to this field shows any labor, material, or other costs that have been associated with the request so far. Clicking the link opens the Work Order Financial page for the request. If Billable is selected, the request cannot be closed unless labor, materials, or other costs have been specified on the Work Order Financial page.

• Billing Status – This field indicates whether the work order request has been billed to the requestor. This field can be edited once the work order has a closed date, but only by users who have the Run Update Reports Work Order security right. This field can be set by selecting a value on this page or by running the Work Order Invoicing report in Update mode. For more information, see Work Order Reports.

• Asset – Indicates the asset associated with the work request. You can select or change the associated asset by clicking the Select link. You can search for assets by asset name, asset number, asset barcode number, or the employee the asset is assigned to. If Healthcare Functionality is enabled, you can search for and select assets that are tied to properties other than the property the request has been created for. This accounts for "movable" assets, such as mobile ultrasound devices, that are used in multiple physical locations.

• Failure Code – Select a value to indicate the cause of asset failure, if appropriate.

• Tracking Code – Select a value to indicate any additional classification value that should be tracked on this work request. Some systems require a tracking code value to be entered before a work request can be closed.

• Completion Reason – If the request will be completed after the specified Complete By date, select a value to indicate the reason that the request was completed late. If the Completion Reason field appears, you cannot close a late request without specifying a completion reason.

• Svc Provider to Invoice – Select Yes to indicate that a vendor will submit an invoice for costs incurred during the completion of this request. This value is primarily used to track accruals for outside vendors.

• Statement of Work – Indicates the statement of work originally entered when the work request was created. You can make changes to the statement of work displayed in this field, however, these changes are not reflected in the Request History.

• Svc Provider Ref # – Enter a value to provide a reference number required for a service provider, for example, a piece of equipment's service contract number or an external system's vendor work order number.

• Re-schedule for/Re-Notify – Select a value to reschedule the request for a different date/time. If you want to notify the user the request is assigned to, select the Re-Notify check box.

In addition to the information in the pane, several links are also displayed. Links that refer to information not specified when the work order was created may not be displayed.

• Create Provision – allows you to create a provision order

• Knowledge Base - allows you to search the knowledge base for procedures or work orders

• Approvals – allows you to associate an approvals process with the request

• Reclassify WO – allows you make changes to key components of a request that cannot be edited on this pane

• Reserve a Key Copy - allows you to reserve a key copy for WO Key Type work orders

The Watchers pane allows full users and named guests to add themselves as watchers to a work order and receive notifications when updates are made to it. You can configure security rights to add or remove other watchers besides yourself to a work order. Each watcher can choose whether to receive notifications about the work order, regardless of their security rights. Watched work orders appear in a queue on the My Requests page and as a filter in Request Hub.

• Add Watchers - In this section, select +Add Myself as a Watcher to watch the work order, or if you have security rights enabled to add/remove other users as watchers, the button displays as +Add Watcher. Selecting +Add Watcher opens the Select User dialog box, prompting you to select a user to add as a watcher.

• Current Watchers - This section displays all current watchers for the work order, and allows you to select or clear the Notification? check box next to your name to determine whether to receive notifications about changes made to the work order.

  Those with the Add/View Others as Watcher security right enabled also see any other watchers on the work order and can choose whether they receive notifications. Those with the Remove Others as Watcher security right enabled can select the Remove button to remove watchers from the work order.

The Miscellaneous Fields pane contains additional fields that allow you to further update the work request. The values in these fields are less commonly modified, but allow you to change who the work is assigned to, to enter general comments about the work being performed, or to change the status of the request (for example, to close a completed request).

Certain fields in this pane do not appear unless you have the appropriate security rights.

If you make changes to any of these fields, you must click the UPDATE button at the bottom of this pane for the changes to take effect.

• Authorized to Enter – Select a value to indicate whether the assigned user is authorized to access the space. This field is largely used in residential properties, to authorize engineers to enter the property and perform work if the tenant is not present.

• Auth. Remarks – Enter any comments pertaining to Authorized to Enter field. For example, you might indicate circumstances under which the authorization is given, or provide important information such as "Unit contains large, but friendly dog."

• Customer PO# – Enter a value to indicate any external customer PO number required by a third-party system. If enabled on your system, an additional field may appear where you can enter the PO line number.

• Bill Code – Select a value to indicate the type of cost associated with the work being performed.

• Follow-up Alert– This value indicates the pre-defined number of minutes in which a follow-up email alert will be sent to the assigned to person. This value is based on the scheduled date/time of the work request.

• Escalated – Select a Yes to indicate that the request should be escalated if no response is received to this request within the appropriate time frame.

• Cost Code – Select a value to indicate any required cost code. Cost codes can be defined to designate a space, such as Office , Retail, Garage, for billing purposes.

• Originated From – This non-editable field indicates how the work order was received, for example, by email or phone.

• External WO# – This value is used is for entering and tracking a work order number if the work order was entered from an external system

• Ext. Cost Center – This non-editable field indicates any external cost center specified when the work order was created.

• Estimated Labor Hrs – This value indicates the estimated number of labor hours entered when the work request was created. This field is used primarily for project budgeting or workloading resources.

• Ext Invoice Amount – This non-editable field indicates any external invoice amount as defined by an external system.

• Estimated Amount – This value indicates the estimated total cost entered when the work request was created. If the amount was marked as billable, the budget year in which it will be billed is also displayed.

• (Healthcare Functionality Only) Charge Type – This value indicates the billing charge type for the costs associated with this work request.

• Requested By Email – This value indicates the email address of the user that made the request. This field is populated by the system when the work request was created, but can be modified.

• Created By Email – This read-only value indicates the email address of the person who entered the request into the system.

• Include in KBase – Select Yes to add a copy of this request to the Knowledgebase allowing it to be viewed by anyone who has access to the Knowledgebase. The copy of the request stored in the Knowledgebase is updated as changes are made to it, but it is read-only and displays only a limited amount of request information. For more information, see Knowledge Base.

• Reassign Reason – If you have reassigned this request to another user, select a value to indicate why the reassignment was made.

• Email CC – Enter one or more comma-separated email addresses to specify users who should receive request update notifications. These users do not have to have system user accounts to be notified, but they cannot modify the work request. CC'd users receive notifications when the work request is created and updated whenever the Notify Requestor check box is selected.

• Waiver – Select a value to specify waiver information. Waiver information is often used to provide an reason why a request has been postponed and is used for reporting and auditing purposes.

• Waiver Comments – Enter a value to provide information if a value is selected from the Waiver field.

The Parent/Child Work Orders and Maintenance Projects pane allows you to create parent and child work requests and to view the existing parent/child work requests associated with this work request. Creating parent and child work requests creates hierarchical relationships between multiple work requests.

The parent/child work order functionality must be enabled, and you must have the appropriate security rights to view this pane.

The following rules apply to parent/child work orders:

• Only certain types/subTypes of requests can be used in parent/child relationships. This configuration is set up by your system administrator. If the type of request you are working with is not set up for parent/child relationships, the Parent/Child Work Orders and Maintenance Projects pane does not appear. In addition, when creating parent or child work requests, only requests of the appropriate type can be selected.

• A work request can have only one parent, but can have multiple children.

• If enabled, you can create multiple generations or levels of parent/child relationships; that is, a child, a child of that child, and so on. However, some installations may be configured to only allow a single level of children to be created below a parent work order.

• The Work Order Financial page displays both the costs entered on the parent work order and the costs rolled up from all child work orders.

Defining a Top-Level Work Order

You can define a work request as a top-level work order by setting the Top Level WO value to Yes. Doing so places this work request at the top of the parent/child hierarchy. This means that:

• You cannot select a parent work order for this work request.

• No other work request can select this work request as a child.

View the Parent/Child Hierarchy

If you click the Project View link, you can examine a comprehensive, graphical representation of the entire parent/child hierarchy that this work order is included in. For more information, see Project View.

Parent Work Order

A work request can have one and only one parent. To specify a parent for this work request you can either create a new work request or select an existing work request of the appropriate type.

• Click the Create Parent button to open a Create Request page in a new tab and create a parent work request for this request. The system will create the new work request and automatically place it as the parent in this request's parent/child hierarchy. When defining the parent work request, the system will only allow you to select a request type that can be used in parent/child relationships.

• Click the Select Parent button to open a window and select an existing work request to serve as the parent of this request. You can specify search criteria to locate the appropriate work request. For more information about these criteria, see the Find Request page. The system ensures that only work requests that are eligible to be a parent (are of an appropriate type) are available for selection.

• Click the Remove link to remove the displayed parent from this request's parent/child hierarchy. Doing so removes the parent/child relationship, but does not delete the parent work request from the system

Child Work Orders

A work request can have multiple children. To specify a child for this work request you can either create a new work request or select an existing work request of the appropriate type.

• Click the Create Child button to open a Create Request page in a new tab and create a child work request for this request. The system will create the new work request and automatically place it as a child in this request's parent/child hierarchy. When defining the child work request, the system will only allow you to select a request type that can be used in parent/child relationships.

• Click the Select Parent button to open a window and select an existing work request to serve as a child of this request. You can specify search criteria to locate the appropriate work request. For more information about these criteria, see the Find Request page. The system ensures that only work requests that are eligible to be a child (are of an appropriate type, are not defined as top-level work orders) are available for selection.

• Click the Remove link to remove the displayed child from this request's parent/child hierarchy. Doing so removes the parent/child relationship, but does not delete the child work request from the system.

Existing Parent/Child Work Orders

When you open the Parent/Child Work Orders and Maintenance Projects pane, a list of all the existing parent and child work orders appears. For each parent or child work order, the following information is displayed:

• Date – Indicates the date and time when the work request was created.

• ID – Displays the ID number of the work request as a link. Clicking this link opens the Request Details page.

• Initiated By – Displays the name of the person making the request as a link. Clicking this link allows you to send an email to this user.

• Property/Location – Indicates the property and any specified floor, space, and subSpace location within the property where the request was made.

• Type/SubType – Indicates the Type and SubType of work to be performed for the request.

• Crew – If Crews functionality is enabled, the name of the crew the request was assigned to is displayed.

• Assigned To – Indicates the person to whom the request has been assigned, and, if applicable, the asset associated with the request. The asset appears as a link. Clicking this link opens the Asset Details page.

• Status/Priority – Indicates the Status and Priority of the work request.

  The date/time will show the most recent time the work order request was updated; however, if a work request has been given a closed status, the date/time will indicate when the request was closed.

• Project View - If Parent/Child Work Orders functionality is enabled, a Project View link is displayed, allowing you to view a work order's parent/child hierarchy.

If the Show Details check box is selected, the following additional information is displayed:

• Comments – Indicates the statement of work for the request.

• Complete By – Indicates the complete by date associated with the work request.

  This value is typically the same as the SLA Complete By date, but it can be overwritten to be earlier or any date if there is no existing SLA Complete By. If there is no complete by date, then "NA" will be displayed. If the complete by date is in the past, a red square indicates that the request is overdue.

• Respond By – Indicates the estimated SLA Response Date associated with the work request.

  If there is no estimated SLA Response Date, or if the request has already been responded to, the value will not appear. If the estimated SLA Response Date is in the past, a red square indicates that a response is overdue. See "Response Compliance based on Current Date/Time" within Admin - Logbook Configuration for additional information.

• Procedure – If a procedure is associated with the request, the procedure name appears as a link. Clicking the link opens the procedure in a new window.

• Attachment – If any attachments are associated with the request, they appear as links to the files. Clicking a link opens the attachment.

• Asset – If an asset is associated with a request, the asset name link appears above the procedure instead of below the Assigned To user. Clicking this link opens the Asset Details page.

• Labor Hours – Includes the estimated and actual labor hours associated with the request. Clicking the actual link opens the Work Order Financial page allowing you to enter labor hours.

The Procedure pane contains information about any procedure associated with the selected work request and is used to provide detailed information about how a request should be completed. A procedure may also have a file attached to it such as a schematic drawing or an equipment manual.

• To add or change a procedure – Click the Select button to open a dialog box that allows you to locate and select a procedure, and then click the UPDATE button. If a procedure is attached to a request, you cannot delete it, but you can replace it with a different procedure.

• To print a procedure – Click the Print Procedure link and then select the appropriate printer.

• To view a procedure attachment – Click the file name link. You must have the appropriate application or browser plug-in to view the attachment.

The Inspection pane contains information about any inspections required for this work request. If the Inspections pane is not displayed, it is because no inspection is required for this work request. You can, add an inspection, if needed.

Required Inspections

Some request types/subTypes have a required inspection associated with them by default. If this is the case, the Inspection pane will appear, along with the following notification:

You have a pending inspection for this Request. Please click the link below to create an inspection.

Clicking the Click to create inspections link will start an inspection of the appropriate type. Once the inspection is completed, a link to the inspection will appear, allowing you to examine the results.

Additional Inspections

You can add an inspection to a request by clicking the Create Inspection link that is displayed above the Request Details pane. On the Create Inspection page that opens, select the inspection class and type and then fill in values for the inspection items. For more information, see Create Inspection. If you add an inspection, an entry is made in the Request History pane indicating that an inspection was added.

Once the inspection is completed, a link to the inspection will appear, allowing you to examine the results.

The attachments pane allows you to attach files or links to a work order.

Files

Adding a file allows you to associate a file from your hard disk, such as an operations manual, to a work request. To attach a file:

1. Click the Choose Filebutton to locate a file to attach.

   A dialog box opens allows you to locate the file you want to attach. You can attach a file from your local hard disk or any networked drive you can access. Files should be no larger than 20MB; the larger the file, the longer it takes to access.

2. Select the Signature File check box if the attachment you are uploading is a signature for completing the work order.

   There is no validation in the system to ensure that the attached signature is accurate. You can attach any image as a signature as long as you select the check box for Signature File.

3. Click UPLOAD FILE.

Each uploaded file appears at the bottom of the pane as a link. The date/time the file was attached is displayed along with the name of the user who attached the file and an indication of whether the attachment is a signature. If you click a file name, the file opens if you have the appropriate application or plug-in to view it.

If you want to delete an attached file, click the associated DELETE button.

Links

Adding a link allows you to associate an active hyperlink to an external internet address to a work request. To attach a link:

1. Click the Add Link button.

   Two fields appear allowing you to define the link parameters.

2. In the Description field specify an easily readable display description of the link.

3. In the Link URL field, enter the exact URL to the web page you want to link to.

   To ensure you enter the correct URL, you can open the page in a browser window and then copy and paste the URL value from your browser's address bar.

4. Click ADD.

Each link appears at the bottom of the pane, listed alphabetically by description name. The data/time the link was attached is displayed along with the name of the user who attached it. If you click the link, the associated web page opens in another browser window.

If you want to delete an attached link, click the associated DELETE button.

If the NPFA (Non-Profit Fund Accounting) module is enabled, an Accounts pane is displayed, allowing you to define the accounts that work requests use to classify revenues and expenditures.

To specify an account:

1. Expand the Accounts pane.

2. In the Billing Type field, select the type of billing you want to use for this entity.

   The billing type defines whether actual costs, estimated costs, or no costs will be used when billing for this entity. It also determines the percentage of markup applied to charges.

   Depending on the configuration of the account group selected, the Billing Type field may be disabled.

3. In the Accounting Hold field, select Yes if you do not want the costs from this request to be included in the next journal entry extract.

4. In the Reason field, enter a reason for the accounting hold if you set Accounting Hold to Yes.

5. Configure the accounts you want to associate with this entity.

   You can associate one or more accounts.

   1. Click the Add New Link.

      The Add Account String dialog box is opens.

   2. In the Chart of Accounts field, select the chart of accounts that contains the account strings you want to add.

      Depending on the configuration of the account group selected, the Chart of Accounts field may not appear. If it is not displayed, the default chart of accounts will be used.

   3. In the Account Index field, select the account index containing the segment values that you want to use to populate the segment fields.

      An account index provides a named shortcut for populating the segment values. If you select an index, values will automatically fill-in for all of the displayed segments. You can manually override a particular segment value, if needed.

      Depending on the configuration of the account group selected, the Account Index field may not appear. If it is not displayed, you can manually enter segment values in the fields.

   4. Enter a value for each segment.

      If you used an account index, these fields are automatically populated for you. You can modify them, if needed.

      As you click into each field, a list of valid values may appear. You can pick a value from the list instead of typing a value. Some account groups may not have this feature enabled.

   5. Click ADD.

   The account string and the Percentage of the costs that will be allocated to this account string is displayed. You can add additional account strings, if needed and modify the percentage values to allocate the costs appropriately. All account string percentages must add up to 100%.

6. Click OK to save the account configuration.

   You can add another account group, if needed. For example, some installations define separate account groups for different billing types.

   Note:

   If you attempt to change an account value after work request costs have been extracted, the system asks you if you want to reverse these charges, thereby moving them from one account to another without requiring you to roll back the entire extract. If you do so, the system creates new, negative charges to the original account. When the next journal extract is performed, these negative charges are applied to the original account and the existing charges are then properly applied to the new account. For more information, see Pending Billing Reversals.

The Other Options pane contains the following additional options/information:

Links to Other Functions

• Reclassify WO – allows you make changes to key components of a request that cannot be edited on this pane

• Find Company - allows you to search for a company

• Repeat - allows you to create an new work request where all details, except the request history and attachments, are copied from this work request

• Print Work Order – allows you to print the work order

• Outbound – allows you to view all outbound email notifications that have been generated for this request

• Request ID - allows you to perform a quick search for a work order based on the request ID

Service Level Agreement Information

Service Level Agreement (SLA) information provides read-only information about whether the service level agreement times are being met. For more information about SLAs, see Service Level Agreement.

The following information is displayed:

• SLA Est Response – the estimated time by which the request should be responded to according to the SLA guidelines

• Act Response – the actual time at which the request was responded to

• Act Response Time – the number of hours/days that elapsed before the request was responded to

• SLA Est Completion – the estimated time by which the request should be completed according to the SLA guidelines

• Act Completion – the actual time at which the request was completed

• Act Completion Time – the number of hours/days that elapsed before the request was completed

• Exclude from SLA Reporting – a flag indicating whether this request will be excluded from SLA reporting

For installations using NPFA (Non-Profit Fund Accounting), you can now reverse extracted billing charges that were allocated to the wrong account without having to roll back the entire journal extract.

When you reverse charges, the system creates new, negative charges to the original account. When the next journal extract is performed, these negative charges are applied to the original account and the existing charges are then properly applied to the new account.

This functionality is automatically triggered when you attempt to change the account information (in the Accounts pane) on a work order whose costs have already been extracted. When you change an account, a dialog box opens asking if you want to reverse the extracted charges. If you click OK, you can proceed to make the account changes.

Once you associate new accounts with the work order charges, a new Pending Billing Reversals pane is displayed at the bottom of the work order, listing all the charges that will be reversed when the next journal extract that includes the date of the reversal is created. The following information is displayed:

• Amount – the amount of the charge that will be reversed
• Credit/Debit Account – the credit and/or debit account that the negative costs will be applied to
• Create Date – the date on which the reversal was created
• Created By – the name of the user who created the reversal
• Delete – click this link to delete a charge that you do not want to reverse when the next journal extract is performed