WO Status Overview

Search for a Work Order by Status

The Work Order Status table displays work orders by active status category. To see more detail about specific work orders associated with a status such as In Escalation, you must click on the Count or Yours columns. The system then displays additional tables that enable you to:

Search for Work Orders

You can search for work orders associated with a specific status in the Work Orders (All active statuses) table.

To search for active work orders, enter a keyword in any of these columns:
- Work Order column: Work order number
- Provider column
- Created By column: Name of person who created the work order
- Date Created column: Date when the work order was created
- ETA column: Estimated Time of Arrival of Technician
- Response Overdue SLA column
- Response SLA (Hours) column
- Fix Overdue SLA column
- Fix SLA column
- Operational Status column
Once you have entered the above information, click the Search button.
To undo your search, click the Clear button.

Description of functionality

The WO Status Overview screen presents a view of a list of defined work order status' and conditions.

Example of functionality in use

The following functionality description looks at the WO Status Overview and how it can be used by Call Centre staff to monitor and manage Work Requests. For full details of the screen and its functionality, please see WO Status Overview for more in depth information.

Navigation: Call Center > Call Centers > WO Status Overview.

There are three separate panels available which display work order status information on this screen.

Work Order Status Panel: Displays the count of work orders that have a specified status or condition
Work Orders Panel: Displays the work order details by status or condition
Contractors Panel: Displays the work order counts by contractor

Work Order Status Panel

The black bar on the top of the column show the last refresh time of the information displayed. The filter automatically defaults to "External" (meaning external contractor), however, there is a drop-down selector to select further options "Internal" (meaning internal contractor) and "Unfiltered".

At the bottom of this panel, there is a heading Work Requests. The row beneath this heading will display the number of Outstanding Work Requests.

To see any figures populate in these columns you MUST select Unfiltered in the drop-down selector on the Work Order Status panel. This is because work requests are not real work orders yet and as such do not have a contractor (external or internal) associated with them.

Clicking on the 'Count' column will refresh the Work Orders panel (middle of the screen) and display all outstanding work requests.

Clicking on the 'Yours' column will refresh the Work Orders panel (middle of the screen) and display your (logged in user created) outstanding work requests.

Clicking on the 'Status' column will navigate you to the Outstanding Work Requests table (Service -> Work Requests -> Outstanding Work Requests).

Work Orders (Outstanding Work Requests) Panel

The Work Order (Outstanding Work Requests) panel will be refreshed once a user clicks on a value in the "Count" or "Yours" column for Outstanding Work Requests, in the Work Order Status panel. This table is also exportable by clicking on the Export button at the bottom of the table.

The Work Orders (Outstanding Work Requests) panel provides the following columns:

Field	Description
Work Order No.	The Work Request Number. Clicking this navigates the user to Service -> Work Requests -> Outstanding Work Requests and filters the table by the Work Request number.
Date Created	The Date and Time that the Work Request was created.
Created By	The name of the user that created the Work Request.
CPPM WO #	The main CPPM work order number that the Work Request is linked to. Clicking this navigates the user directly to CPPM Detail screen of the main CPPM work order.
Store No.	The Store Number that the Work Request is associated to.
Store Name	The Store Name that the Work Request is associated to.
Category	The Category of the Work Request.
Subcategory	The Subcategory of the Work Request.
Problem Type	The Problem Type of the Work Request.

Contractors Panel

As work requests are not real work orders yet and as such do not have a contractor (external or internal) associated with them, this panel will never show any information or counts.

Configuration of functionality

This functionality is configurable by role. If you cannot see this screen please contact a vx Suite representative.