Service Order Status and Repair Status

Article
02/15/2022

The Status field on the Service Order page and the service item repair status, which is represented by the Repair Status Code field on the Service Order page have a certain relationship in Service Management. The service order status reflects the repair status of all the service items in the service order.

Note

These two status field are not related to the Release Status field on the service order header, which determines how the warehouse handles service items.

Each time the repair status of a service item is changed in a service order, the status of the order is updated. To display the status that reflects the overall repair status of the individual service items, you must specify the following:

The service order status that each repair status is linked to.
The level of priority of each service order status option.

When you convert a service quote to a service order, the repair status of each service item is changed in the order to Initial and the service order status is changed to Pending.

Note

Before you can create service orders, you must set up repair statuses and service status priorities. For more information, see Set Up Statuses for Service Orders and Repairs.

Specifying Service Order Status for Repair Status

Each repair status is linked to a particular service order status. The options for the service order status are as follows:

Pending
In Process
On Hold
Finished

The repair status options are as follows:

Initial
In Process
Referred
Partly Serviced
Quote Finished
Waiting for Customer
Spare Part Ordered
Spare Part Received
Finished

Pending

The service order status Pending indicates that the service can start or continue at any time. Therefore, the repair status options of Initial, Referred, Partly Serviced, and Spare Part Received can be linked to this service order status.

In Process

The service order status In Process indicates that the service is in process. Therefore, the repair status options In Process and Spare Part Ordered can both be linked to this service order status. If you link the Spare Part Ordered status to an In Process service order status, you must also link the Spare Part Received status to this service order status.

On Hold

The service order status On Hold indicates that the service is temporarily on hold because you are waiting for a customer response or spare parts before the service can start. Therefore, the repair status options of Quote Finished, Spare Part Ordered, and Waiting for Customer can be linked to this service order status.

Finished

The service order status Finished indicates that the service has been completed. Therefore, the Finished repair status is linked to this status.

Assigning Priority to Service Order Status

When a repair status of a service item is changed, the service order status options linked to the different repair status options of all the service items in the order are identified. If the service items are linked to two or more service order status options, the service order status option with the highest priority is selected.

You must decide which service order status contains the most important information about the status of the service order and assign that status the highest priority, and so on.

Then, when you create a new service order and you add service items to it, the Priority field on the service order header is updated based on the priorities on the service items.

Example

A typical priority level assignment could be as follows:

In Process - High
Pending - Medium high
On Hold - Medium low
Finished - Low

For example, if one service item has the repair status Initial, linked to the service order status Pending, another has the repair status In Process, linked to the service order status In Process, and a third has the repair status Spare Part Ordered, linked to the service order status On Hold, the resulting service order status will be In Process because this has the highest priority.

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