Managing Customer Work Orders
| Platform: | AvailableWebNot availableMobile |
|---|---|
| Plan Type: | Not availableBasicNot availableEssentialAvailablePremiumAvailableEnterprise |
| User Type: | Not availableRequesterAvailableFull UserAvailableAdministrator |
A work order is the main record of a service call. For service teams, a work order captures the customer, location, and asset involved in a job, as well as the work performed, parts used, time spent, technician notes, and communication with the customer.
For general information about work orders in MaintainX®, see About Work Orders.
Service teams with the Customers module enabled and the MaintainX for Service add-on included in their organizations will see a few differences in how work orders work.
This article explains service provider specific work order features and workflows.
Customer Work Order Fields​
When the Customers module is enabled, the work order form and details include fields for the customer and customer contacts.
When you create a work order for a service call, you must associate it with a customer. Selecting a customer filters the available locations, assets, and contacts to those that belong to that customer.
If the job isn't for a customer, you can select No associated customer in the Customer field.
For more information about the Customer field and how it relates to locations and assets, see About Customers.
Add Customer Contacts to a Work Order​
You can add customer contacts to a work order to keep them informed as the work progresses. When you add contacts and enable notifications for the work order, MaintainX sends them automated email updates at key points in the job.
For more information about notifications, see Customer Communications.
Comments on Customer Work Orders​
Comments on customer work orders can be internal or public.
- Internal comments are visible only to your team. Customer contacts can't see them, even if they have access to the work order or quote.
- Public comments are visible to anyone with access to the external work order, including customer contacts. When you post a public comment, MaintainX notifies the customer contacts added to the work order.
Only service teams can add internal comments. Customer comments are always public. For more information about comments, see Communicating in Comments.
Customer Work Order Email Notifications​
MaintainX can automatically notify customer contacts about important changes to work orders. Notifications are enabled by default for new customer work orders. You can toggle them off at any time. For more information about email notifications, see Customer Communications.
Customer Work Order Sharing​
If your plan includes external work orders, you can share work orders in a dedicated web view that let customers follow the work without a MaintainX account. The external work order view lets customer contacts see work progress and public comments. Sharing is enabled by default for new customer work orders. To access the sharing options, select Share Externally in the work order details.
For more information about sharing options and managing external work order links, see External Work Orders.
When the Customers module is enabled, customer work order sharing replaces vendor work order sharing. An organization can't have both options available simultaneously.
Quote/Work Order Links​
If your organization has the MaintainX for Service add-on, you can prepare and share service quotes with customers. You can create new customer work orders from approved quotes, or link quotes to existing customer work orders. When you create a customer work order from an approved quote, MaintainX prefills the work order with customer information from the quote.
When a quote is linked to a customer work order:
- The work order details include the quote ID and a link to the quote.
- The quote details include the work order ID and status and a link to the work order.
For more information about work orders and quotes, see Process Quotes.
Send a Service Report​
After you mark a customer work order done, you can send the customer a service report. A service report is a professional summary of the completed work. MaintainX can send service reports automatically when a customer work order is marked done, or an Administrator can share them manually.