This Help File Page was last Modified on 02/26/2020
❑Using with the Work Order Form to create, update and/or complete a Work Order:
•Creating a Work Order is actually a multi-stage process where:
✓Certain information is entered initially to identify who, when, what type of Work Order it will be, and why this service request will be entered (e.g., repair, inspection, upgrade, new installation).
✓Additional scheduling information is added along with what the Technician actually did, and how much labor and/or materials were required, etc.
✓Finally, once this service request is completed, the Work Order is finalized and Invoiced.
•The Service Tracking System offers two ways to start a Work Order entry:
1.Using the Quick Work Order Format which is accessible from:
a.The Service Tab on the MKMS Desktop
b.The Quick Access Menu's Service Tracking option on its Maintenance Menu
c.The Backstage Menu's Service Tracking option on its Maintenance Menu
2.Using the standard, full length Work Order Format
❑Processing a service request using the standard, full length Work Order Form
•These are the steps which are generally required to a) create, b) schedule, c) update, d) track, and e) complete a Work Order:
3.Enter the initial Work Order (e.g., identify who needs service, what is required?).
4.If appropriate, enter the specific Technician Skills that will be required for this Work Order, before assigning a Technician.
6.Assign the service request to a Technician (who will do it, when is the Technician expected?).
10.Complete and Invoice the Work Order.
❑Entering the Work Order:
✓Click the Icon to enter a new service request.
Entering a new Work Order
•Request - The section on the Work Order Request sub-tab at the top of the Service Request Form
✓Work Order # - Automatically assigned by the system.
✓CSID - By default, if defined, the Primary CSID for the selected Subscriber will be inserted.
▪If the Subscriber has multiple CSIDs defined, and the Primary CSID is not the Subscriber Panel that requires service, use the Drop-Down Selection List provided to Choose the appropriate CSID for this Service Request.
✓Requested On - By default, Today is inserted.
▪Use the Drop-Down Calendar/Date Entry field to change the Date, if appropriate.
✓Requested By - Enter the name of the person requesting the service.
▪If there is a special contact number for her/him (i.e., Cell or a direct internal Phone line) you may also include that information in this field.
✓Work Order Type - There is no default.
▪Using the Drop-Down Selection List provided, Choose the Type of Work Order this will be.
Work Order Types
1)Standard Work Order - Most Service Requests will be of this type, so it will default to this one unless another one is chosen.
2)Fire Alarm Test - For periodic Fire Alarm Testing.
3)Fire Extinguisher Inspection - For required Fire Extinguisher Inspections.
4)Installation Order - For documenting the Inventory requirements of a New Installation.
✓Conditions Reported - Enter a description of the service problem.
▪You may enter up 150 characters (this is not an Edit Rich Text field).
▪Upper & Lower case letters, all numbers and most punctuation marks are permitted.
✓Comment - Enter any comments that may help the Technician better understand this service issue.
▪An entry of up to 500 characters is permitted (this is not an Edit Rich Text field).
▪Upper & Lower case letters, all numbers, spaces and most punctuation marks may be used.
▪If a special contact number is known (i.e., Cell or a direct internal Phone line) and it was not entered above, include that information in this field.
✓Service Type - This will categorize the type of Installation or Service Call that is required for this Work Order.
▪Use the Drop-Down Selection List provided to Choose the appropriate Service Type.
Sample Service Types in Drop-Down Selection List
▪By assigning a Service Type to this Service Request before assigning a Technician (see Tech below), the Technician Skill(s) generally associated to that Service Type will be inserted into the Technicians Skills tab of this Work Order, automatically.
✓Sub Svc - Optionally, a sub-category of the Selected Type of Service may also be chosen.
▪Use the Drop-Down Selection List provided in the field to the right of the Service Type field to Choose the appropriate Service Category.
Sample Sub Srv Drop-Down Selection List
▪If you are ready to assign this Work Order to a Technician, use the Drop-Down Selection List - which lists each Technician's Name - to Choose the desired Technician.
✓Time Slot - The general time position the Subscriber has requested, if applicable.
▪Time Slots are numbers from 1 (the earliest) to whatever number of time slots you offer in a day (the latest).
▪The default is "0" (no time slot preference specified).
▪Enter the time slot preferred by the Subscriber.
✓Priority - A Priority Number by default it is set to 3.
oThat Service Type Priority Number may be changed as needed to indicate more and less critical situations.
▪If not scheduled initially Using the Schedule Button, the Service Manager (or other User) that is scheduling this Work Order using the Technician Scheduling Form, may choose to use this Priority Number value to help in that process.
▪However, a different Salesperson may also be identified, if appropriate.
▪To do so, use the Drop-Down Selection List provided.
oWhen assigning a Salesperson to a Work Order, only those Employees whose Employee Type is identified as either Sales or All will be available in the Drop-Down Selection List when re-populating the Salesman field.
➢Note: Although this field is usually used by those Companies who have implemented the MKMS General Ledger System, your Company's Departments may be defined and assigned here without using the General Ledger, as appropriate.
✓Created By - Once a Service Request is saved, as the Form is closed, the User Name (as defined in the Database User Name field on the Security tab of the Employee Form) of the person who entered the original Service Request is recorded automatically and will be displayed at the top of the Service Request Form thereafter.
▪The current User Name becomes the Created By: name, and cannot be changed.
▪Whenever this Work Order Form is viewed in the future, the Created By information will appear at the top of that Form.
•System supplied Information
✓Non Billable Check box - Automatically maintained under certain circumstances, but may be changed later (see ØNote immediately below).
✓Exclude Invoice Labor Check box - Automatically maintained under certain circumstances, but may be changed later (see ØNote immediately below).
Service Contracts Form - Exclude Invoice Labor & No Billable fields
➢Note: Setting the DefaultWarrantyWOSettings option to True ("T") in the Company Settings Form will automatically set the Non Billable and Exclude Invoice Labor Check boxes on any new Work Order Form to match the Non Billable and Exclude Invoice Labor Check box settings in the Service Contract record associated with (i.e., assigned to) that Subscriber when that Subscriber record indicates that Account is still under Warranty (i.e., Warranty Ends Date > Today).
a)you must know the Term (i.e. length) of that Contract, and
b)you must reset the Warranty Ends Date to match that Term
▪If the DefaultWarrantyWOSettings option to False ("F"), the Non Billable and Exclude Invoice Labor Check boxes on any new Work Order must be set manually, as appropriate.
➢Important Note: Be sure the Technician has completed the required service before you make the change described below.
Once the address in this Service Address field is changed to the Billing Address, it cannot be changed back!
oClick the Select Billing Address button (illustrated above) to the right of the Service Address field. to open the Search Billing Addresses dialog shown below.
oSelect the Billing Address and Click the OK button.
•Google Maps® - Click the Icon to open a Digital Map Display showing the exact location of this Subscriber.
MKS - Maps showing location of the Work Order (in Blue)
✓Thereafter, when a Technician is Selected, that Technician's Skill Sets will be compared (automatically) with the required Skill Set, and if they do not match, a Warning Message will be displayed.
•To assure that the Lead Technician has the necessary Technical Skills that will be required for this Work Order:
✓The first Technician assigned to a Work Order should be (and by default is) the Lead Technician.
Work Order Form - Required Skills tab
✓By doing so, when the Lead Technician is assigned to the Work Order, or Schedule the Work Order, the system will verify that she/he has the required Technician Skills assigned on them on the Skills tab of their Employee Form.
•Tech - If you are ready to assign this Work Order to a Technician, use the Drop-Down Selection List provided to Choose that Technician.
✓The first Technician assigned to a Work Order should be (and by default is) the Lead Technician.
❑Understanding the difference between the Schedule button and the Scheduling Drop-Down Information Box
1.The Schedule Icon within the Work Order Options section
✓The Schedule button opens the Technician Scheduling Form displaying Today's schedule for the currently assigned Technician
✓Double-Click the desired (open) Time Slot to open the Appointment Editor for this Work Order
▪The Appointment Editor Form will be automatically populated with the required information.
2.The Scheduling Drop-Down Information Box at the bottom of the Form:
✓Click the Scheduling option to view the Drop-Down Information Box for this Work Order's currently established Scheduling information.
Work Order Form - Scheduling data
•If no Scheduling Information is shown, one of two cases exist:
11.It has not yet been scheduled (be sure to do so!).
12.The Technician Scheduling feature is not being used (why not?).
✓See Using the Schedule Button for more information on how to assign a Technician and Schedule the Work Order.
❑Tracking the Technician's Time - See the Technician Activity tab chapter for important information about tracking each Technician's Time.
Technician Activity sub-tab on the Work Order Form
❑Creating an Installation List - See Parts List tab for important information about Creating and Using an Installation List.
Parts List sub-tab on the Work Order Form