Status

Service Protocol’s status features help you keep track of what’s happening with an order.

• The concepts (and colors) that show where in your work process an order is (Not handled, Started, Completed, etc.). You can read more about the different concept and colour in the article Symbols and colours.
• For service orders there is also a special set of statuses that you can use, for example, if articles need to be ordered before the order can be fulfilled. See more under Service orders in the next section.
• In addition to the standard expressions for status, you can also choose to create what we call custom statuses. For these, you choose expressions based on your needs.
  
  The custom status function is available on service orders, work orders and error reports. You create your own statuses in the Module Settings for each function. This requires admin permissions.

What status is shown in the details view?

If it is a service order, the self-defined status is always displayed – if any.

If it is a work order that has a description, the description is displayed – even if it has its own status. If the work order is created from a quote, the quote’s description or service item is displayed.

Here is an example of what it might look like in the To Do detail view.

1. A work order that has been assigned a self-defined status (Urgent).
2. A work order that has a description – then the description is displayed.
3. A service order that has a self-defined status (Unconfirmed).
4. A service order without a custom status shows the system status (Not Handled).

Service order

There are a number of preset statuses on a service order:

You will see the status bar when you have created and saved a service order and as long as you have the option to Edit.

During service, you cannot change the system default status selections.

Choose between:

• Not handled
• Waiting for delivery
• Ready for service
• Free text field where you can type in any expression you want

Not handled

An order has a status of Not Handled until you click Perform Service or select one of the other statuses.

Waiting for delivery

This status is used if parts need to be ordered for the order. Select Waiting for delivery and extra fields will open on Parts (under the Service object) where you can specify whether the items are ordered and if so, and specify a delivery date, if you have one. When you save the order, a message will be sent to the email address you have set under “Email for articles to order” in Service order settings for this.

Ready for service

When the articles you ordered have arrived, change to Ready for service.

Free text field

Mark the button and enter optional text.

You can use the filter function to search for orders for which you have selected a free text status by clicking on the “Own status” option under SHOW ONLY.

Settings you can make for service orders and status

Depending on what you have chosen for service order settings, you can see:

1. the system’s Status field (see Image 1). This setting is the default.
2. system Status and OWN STATUS (custom status). Once you have created your own status, both the system status and fields for your own status are displayed.
3. only OWN STATUS (custom status). If you only want to see your own custom statuses, uncheck “View status” in Service Order Settings. Requires admin permissions.

Custom status

You can create custom statuses for work orders, service orders, and error reports. You can define the expressions for these based on your needs.

Creating your own statuses requires admin permissions.

1. Go to Group Settings – Module Settings and click on the function you want to create a custom status for. Scroll down until you see the Custom Statuses field.
2. Click +Add status. In a text field, enter the different status expressions you want to use.
3. Select a color for the status by clicking on the color box. You can either drag the sliders or enter an RBG code. The color is added as a narrow strip on the symbol for the order – see example of a work order in the image/symbol below and as a dot after the status of an order.
4. You can change the order of the status suggestions by dragging the three dots on the left.
5. SAVE.

Now you have a new field for CUSTOM STATUS with a drop-down list of your status suggestions.

When there is a custom status on an order, a narrow coloured strip with your chosen color for the status is added to the left, in the image a red stripe on a work order and a blue stripe on a service order.

On the service order, you will also see on the right “The customer will call when it is time” – this text is entered in the system’s free text status field. See image 2.

In the list view, you can also choose to display the category Custom status. You select categories by clicking on the small + symbol on the far right (see image 7). This option is also available in To Do.

Where can I find Custom status?

• On an order.
• In the Planner when making a booking.
• Custom status can also be selected as a category in the list views for the orders. Click on the small cross on the far right of the list view.
• In the detail view as a narrow stripe on the left.
• Via the search function (blue button with the check mark) you can quickly sort/filter the orders based on status. All your statuses are listed here.

Error report and status

If the status you choose for a error report matches (i.e. is exactly the same as) a status expression you have entered in Work order settings, this status will be automatically set on the work orders when you generate a work order from the Error report.

Example: You have Work Order Settings – Custom Status: URGENT and Error Report Settings – Custom Status: URGENT.
You select “URGENT” on the error report.
Generates a work order.
The work order’s Custom Status will then automatically be “URGENT”.

However, if you write “urgent” in one of the places, the system will not understand it.

Work order settings concerning status

In Work Order Settings, there are a number of choices to make regarding status.

• Under View settings Include custom status on PDF (i.e. the protocol)
• Required custom status to save order
  You cannot save the order without choosing a custom status.
• Under Signature Settings
  Require custom status to sign the order.
  You cannot sign the order without selecting a custom status.

Show status colour in the Planner

In Planner settings, you can set whether you want to use the color of your own status as the text color.

• Set custom status as text color

When you make a booking in the Planner, you can choose a custom status or change the selected custom status.