The Status field in the Service Order window (the service order status) and the Repair Status Code field in the Service Order window (the service item repair status) have a certain relationship in the Service Management application area. The service order status reflects the repair status of all the service items in the service order.
Each time you (or the program) change a repair status of a service item in a service order, the program updates the status of the order. In order for the program to show 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 program changes the repair status of each service item in the order to Initial and the service order status to Pending.
Each repair status is linked to a particular service order status. The options for the service order status are Pending, In Process, On Hold and Finished. There are nine repair status options: Initial, In Process, Referred, Partly Serviced, Quote Finished, Waiting for Customer, Spare Part Ordered, Spare Part Received, and Finished.
The service order status Pending indicates that the service can start or continue at any time. Therefore, the four repair status options Initial, Referred, Partly Serviced and Spare Part Received can all be linked to this service order status.
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 commence. Therefore, the three repair status options Quote Finished, Spare Part Ordered and Waiting for Customer can all be linked to this service order status.
The service order status In Process indicates that the service is in process. Therefore, the two 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 the In Process service order status, you must also link the Spare Part Received status to this service order status.
The service order status Finished indicates that the service has been completed. Therefore, the Finished repair status is linked to this status.
When you (or the program) change a repair status of a service item, the program finds the service order status options linked to the different repair status options of all the service items in the order. If the service items are linked to two or more service order status options, the program selects the service order status option that has the highest priority.
You must decide which service order status contains the most important information on the status of the service order and assign that status the highest priority, and so on.
A typical priority level assignment could be:
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), one has In Process (linked to the service order status In Process) and the third has Spare Part Ordered (linked to the service order status On Hold), the resulting service order status will then be In Process because this has the highest priority.
Setting Up Service Status Priority