Service request can move through several phases and statuses depending on its type settings. On the left side of each service request there is a round icon that shows its current phase and status. The letter in the icon defines the service request phase, while the color of the icon corresponds to the status name under the icon. So what do service request phases and statuses mean?

Estimating Phase

  • Scheduled Status
  • On Hold Status

Work Phase

  • Scheduled Status
  • On Hold Status

Delivery Phase

  • Scheduled Status
  • On Hold Status
  • Completed Status

Estimating Phase

Service requests with the “E” icon are in the Estimating phase which means that you must create an inspection from service request.

To create an inspection from the service request in the Estimating phase

  • Tap service request, and then tap Create Inspection.

Note If there is the Appointment item in the menu, it means that creating an inspection appointment is required for this service request.  

Learn how to create an inspection and how to create service request appointment

Scheduled Status

The green “E” icon means that there are no problems with this service request in the Estimating phase:

  • If there is no Inspection icon, it means that inspection has not been created yet, but service request is in the Estimating phase for less than 7 days, so there is time to create the inspection.
  • If there is Inspection icon, it means that created inspection requires approval, but service request is in the Estimating phase for less than 7 days, so there is time to approve the inspection.

On Hold Status

The red “E” icon means that there are some difficulties with this service request in the Estimating phase:

  • You should create an inspection appointment (if there is the Appointment item in the menu).
  • The inspection was not created within 7 days after service request moved to the Estimating phase (if there is no Inspection icon).
  • The inspection was not approved within 7 days after service request moved to the Estimating phase (if there is Inspection icon).

Work Phase

Service requests with the “W” icon are in the Work phase which means that you must create a work order from service request.

To create a work order from service request in the Work phase

  • Tap service request, and then tap Create Work Order.

Note If there is the Appointment item in the menu, it means that creating a work appointment is required for this service request.

Learn how to create an inspection and how to create service request appointment

Scheduled Status

The green “W” icon means that there are no problems with this service request in the Work phase:

  • If there is no Work Order icon, it means that work order has not been created yet, but service request is in the Work phase for less than 7 days, so there is time to create the work order.
  • If there is Work Order icon, it means that created work order requires approval, but service request is in the Work phase for less than 7 days, so there is time to approve the work order.

On Hold Status

The red “W” icon means that there are some difficulties with this service request in the Work phase:

  • You should create a work appointment (if there is the Appointment item in the menu).
  • The work order was not created within 7 days after service request moved to the Work phase (if there is no Work Order icon).
  • The work order was not approved within 7 days after service request moved to the Work phase (if there is Work Order icon).

Delivery Phase

Service requests with the “D” icon are in the Delivery phase.

Note If you tap a service request with D icon and there is the Appointment item in the menu, it means that creating a delivery appointment is required for this service request.

Learn how to create service request appointment

Scheduled Status

The green “D” icon means that there are no problems with this service request in the Delivery phase:

  • The delivery has not been made yet, but service request is in the Delivery phase for less than 7 days, so there is time to make the delivery.

On Hold Status

The red “D” icon means that there are some difficulties with this service request in the Delivery phase:

  • You should create a delivery appointment (if there is the Appointment item in the menu).
  • The delivery was not made within 7 days after service request moved to the Delivery phase (if there is no Appointment item in the menu).

Completed Status

The blue “D” icon means that service request is completed for any of the following reasons:

  • The delivery has been made.
  • The delivery is not required for this service request.
  • Service request has been closed.

 

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