Outstanding Work Requests

The outstanding work orders table is a smart table that shows work orders that are deemed to be outstanding. The table shows work orders in the following statuses, listed below with their corresponding meaning:

• New Request: Work order raised via the dashboard that has not been dispatched directly to a contractor.

• Pend: A work order that requires investigation, i.e. phone call required.

• Assigned: A work order assigned and accepted by a contractor, work not yet started.

• Pend Accept: A work order that has been electronically assigned, but not yet accepted by the contractor.

• No Contractor: A work order with no default contractor association, requires an association to be made.

• Service Incomplete: Work order has been started, but then paused for some reason.

• In progress: Work order has been started and is still in progress.

Depending on the client configuration, a call center agent/maintenance manager may be the person responsible for advancing work orders in certain statuses; this varies among clients.

Example of functionality in use

This table is primarily used to track down work orders in the early status of the lifecycle, and without navigating from the page an informational pop-up can be accessed by clicking on the work order number as shown below. This displays key information about the work order:

When clicking the status column to Work Order Summary can be reached which can be used to assign work orders, accept work orders, reassign work orders, and perform various other actions on them up to a status of service complete.

There is a column headed Flag which stores a flag to indicate if a work order has been escalated, this can be clicked on to show why a work order has been escalated, for what reason and by whom.

Escalation reason types are configurable by client.

Outstanding Work Orders and PPMs

The Outstanding Work Orders table can be used to find and check on the status of outstanding PPM work orders.

PPMs in this table will take the following status:

• Pend Provider Notification: A PPM work order has been created but not yet dispatched to the contractor.
• Assigned: A PPM work order has been assigned to the contractor.
• Service Incomplete: A PPM work order has been started, but then paused for some reason.
• In Progress: A PPM work order has been started and is still in progress.

Example of functionality in use

PPMs are initially created on the the Preview Work Orders Table, for a number of days based on the preview period specified in the Template or in the PPM Contract.

Once the Preview Period has expired the work order will automatically advance to either Assigned or Pend Provider Noficiation depending upon how the PPM Contract is defined.

If the work order advances to a status of Pend Provider Notification, the action is with the call center or maintenance manager to assign the work order to the contractor.

If the work order advances to a status of Assigned, the contractor can review the Activities and Tasks for the PPM and send an engineer to site.

The Outstanding Work Orders table also allows the user to export the table as Excel / CSV / .txt file formats - accessible at the foot of the page.

Once a PPM work order is in the Outstanding Work Orders table you can search for it by selecting PPM in the Priority field as shown below. Clicking on the work order number will display the activites and tasks which make up this PPM as shown in Screenshot #2 below:

Configuration of functionality

This table is role configurable.

Most users of the system have access to the Outstanding Work Orders table, no further configuration is required to view PPM work orders.

You can filter for PPMs by selecting "PPM" in the Priority field.

Related Topics

Please see: PPM Preview Work Orders Table, PPM Contracts, PPM Templates, PPM Activities, Work Order Summary, All Work Orders