Modifying work orders

You can modify work orders and the related appointments such as cancel appointment, record completion, or record failure.

Currently, you can modify existing appointments in Order Hub. To add or plan the initial appointment, use the Application Console. For more information, see Plan work order appointment.

Procedure

  1. Log in to Order Hub.
  2. Click Orders > Work orders from the menu and search for the work order.
  3. You can access actions from various places.
    • From the Work order search results page, select a checkbox next to a work order or click the overflow menu image at the end of the row. Work order and appointment actions display.
    • From the Work order details page, in the Open appointments table, select a checkbox next to an appointment or click the overflow menu image at the end of the row. Appointment actions display.
    • From the Work order details page, click Actions, work order actions display.
  4. Select an action to complete.
    Table 1. Description of available actions
    Action Description
    View details (Work order action) Opens the Work order details page.
    Cancel order (Work order action) Cancel the entire work order. Open appointments are also canceled.

    Available on Work order search results page and on the Work order details page Actions menu.
    Cancel appointment (Appointment action) Cancel an appointment without canceling the entire work order. For example, a customer is no longer available on the scheduled appointment date. If the service is not needed and you want to cancel the entire work order, then use Cancel order.

    Available on Work order details page > Open appointments table.
    Record completion (Appointment action) Record that the service for the appointment was completed successfully. This action loads the Record completion page. Add the necessary information on the Record completion page and then click Save.
    Record failure (Appointment action) Record that the service could not be completed. This action loads the Record failure page. Add the necessary information on the Record failure details page and then click Save.
    Service tools (Work order action) Add service tools such as a ladder or a toolkit that is needed to perform the service.

    Available on Work order search results page only.
    Place order hold (Work order action) Put the work order on hold.

    Available on Work order search results page and on the Work order details page Actions menu.