Using the Pending Work Orders List to Schedule an Appointment

This Help File Page was last Modified on 05/18/2019

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Using the Pending Work Orders List to Schedule an Appointment

This Help File Page was last Modified on 05/18/2019

Understanding the features in the Pending Work Orders List on the Technician Scheduling Form:

The Pending Work Orders Listing will be displayed in ascending (oldest to newest) Work Order Number order with the associated data for the Column Names listed below.

Use Tool Tips? - To display the Work Order data pop-ups when a specific Work Order is selected (see the Hand Pointer in the illustration below), Check the Use Tool Tips? box.

The width (and viewable columns) of the Pending Work Orders Listing may be expanded by Dragging the Dotted Bar to the left, and contracted by Dragging the Dotted Bar to the right.

 

HelpFilesTechnicianSchedulingForm-PendingWorkOrders

Technician Scheduling Form - Pending Work Orders List

 

Some of the most popular Available Column Names:

Service Color - Color of the Service Type assigned to this Work Order.

WO # = Work Order Number

Service = Service Type assigned to this Work Order.

Dept = The Name of the Department assigned to this Work Order

Subscriber = Account Name for this Subscriber

CSID = Subscriber Panel CSID of the system to be serviced.

Zip = Zip Code of the Subscriber's Premises

MapLoc = Map Location of the Subscriber's Premises

Priority = Priority Level assigned to this Work Order.

Date Scheduled - as name indicates.

Date Requested - as name indicates.

Identifier - Identifies whether this Work Order is for a Subscriber or a Prospect.

Others (see the "Columns - Select which columns of data are to be displayed" discussion immediately below)

 

Based on the desired method to be used to Locate a Work Order, this list of Pending Work Orders may be sorted by any one of these Column Names, or any of the other Column Names as listed below.

 

HelpFilesPendingWorkOrders-ColumnSettingOrderOfDisplay

Pending Work Orders - Column Setting Order of data being displayed

 

To reset the sorted order of the Pending Work Orders List, Click the Column Field Name in the Header that represents the desired order.

This same action will display the list in a reverse order by Clicking that Field Name in the Header again.

 

Columns - Select which columns of data are to be displayed:

 

HelpFilesTechnicianSchedulingForm-PendingWorkOrders-AvailableColumns

Technician Scheduling Form - Pending Work Orders List - Select the Columns to be displayed

 

Click the asterisk (¬) at the left of the data grid's Header row (see the mouse pointer in the illustration above) to display a list of all of the column names - and associated data - which may be displayed.

By default, all Column Names will be Checked.

Remove the Check mark (i.e., Click on the Check mark to remove it) to hide that column of data from the data grid.

 

The Identifier column in the Pending Work Orders List (which is a data grid) identifies each Work Order record as being for either a Subscriber or a Prospect

 

HelpFilesTechnicianSchedulesPendingWorkOrderLIstByGroup

 

Therefore, Grouping the Pending Work Orders List by the Identifier enables the User to quickly identify which Work Orders are for a Subscriber versus a Prospect.

See the "Grouping the Grid Data" discussion in the Grids & Lists chapter for more information about this Grouping capability.

 

Selecting a Work Order to set an Appointment.

To Select a Work Order (make it the active Work Order record), Click that Work Order Number in the WO# Column.

 

HelpFilesTechnicianSchedulingPendingWorkOrdrrListSelection

Pending Work Orders List

 

You may Click and hold the Side (or Bottom) Slide Bar's Up or Down (List or Right) arrows to move through the list of Work Order Numbers.

As noted above, the order of the listed data may be changed in two ways:

1.Click any Column Name and all of the list of Work Orders will be sorted by the data in that Column - from lowest to highest - numerically or alphabetically based on the data type.

2.Click that same Column Name again and all of the list of Work Orders will be sorted in reverse order - from highest to lowest - numerically or alphabetically based on the data type.

This is a very useful feature particularly when you need to view the list of Work Orders in Priority Order or by Zip Code.

 

To locate a specific Work Order Number, use the Action Drop-Down Menu's Search option at the top of the Pending Work Orders List (see the "Using the Pending Work Orders Menu Icons - Actions" section below)

 

A sampling of the Pending Work Orders Column Names:

Service Color - Color of the Service Type assigned to this Work Order.

WO # = Work Order Number

Service = Service Type assigned to this Work Order.

Dept = The Name of the Department assigned to this Work Order

Subscriber = Account Name of this Subscriber

CSID = Subscriber Panel CSID of the system to be serviced.

Zip = Zip Code of the Subscriber's Premises

MapLoc = Map Location of the Subscriber's Premises

Priority = Priority Level assigned to this Work Order.

Date Scheduled - As the name describes.

Date Requested - As the name describes.

And more - see the "Columns - Select which columns of data are to be displayed" discussion above.

 

Note: The sorting order of these Pending Work Orders Columns may be changed, relocated using the standard Windows® Drag & Drop process, and once Columns are re-sorted and/or re-located, the new positions and order will become the default sorting order and column positions for that User.

 

Work Order Detail - If a Check is in the Use Tool Tips? field, this Work Order Detail pop-up displays key information about the Work Order which is currently Selected in the Pending Work Orders Listing (see the "Selecting a Work Order to set an Appointment" discussion immediately above).

 

HelpFilesServiceRequestWorkOrderDetail

 

Service Color - Color of the Service Type assigned to this Work Order.

WO# - The assigned Work Order Number.

Dept - Name of the Department to which this Work Order was assigned.

CSID - The CSID for the Subscriber which was assigned to the Work Order.

Subscriber - The Account Name of the Subscriber or Prospect

Address - The Address, City, State, and Zip Code (compressed) from the Subscribers  or Prospect Form.

Phone - The primary Telephone number at the Premises

Requested On - The Date the Service was actually Requested.

Requested By - The Person who requested the Service.

Service - The Service Type code assigned to this Work Order.

Conditions - Brief description of the reason the Service was Requested.

 

Using the Pending Work Orders Menu options - There are two Menu options at the top of the Pending Work Orders List - with each having its own Drop-Down Selection List of options:

 

HelpFilesTechnicianSchedulingOtherButtons

 Pending Work Orders List - Menu options

 

Actions - Click the Down Arrow on the right of the Actions button to display the available Action options:

 

HelpFilesPendingWorkOrdersActionIconOptions

Pending Work Orders List - Action button Options

 

Search - Choose the Search option to locate a specific Work Order.

 

HelpFilesTechnicianSchedulingWorkOrderListingFindWorkOrdersSearchValue

Technician Scheduling Form - Pending Work Orders List - Action Icon - Search option - Find Work Orders dialog

 

This will display the Find Work Order dialog.

Choose the Search By field using the Drop-Down Selections Box provided.

 

HelpFilesTechnicianSchedulingWorkOrderListingFindWorkOrders

Search By field names

 

Enter the appropriate Search Value.

 

HelpFilesPendingWorkOrdersActionSearchValue

Find Work Orders dialog - Search By Work Order Number - Result

 

 

As the Search Value is entered, an incremental Search will occur.

The desired Work Order is ultimately located.

HelpFilesOKButtonWithCheckClick the OK button at the bottom of the Find Work Order dialog to Choose the desired Work Order.

 

HelpFilesPendingWorkOrderFindWorkOrderSelection

Pending Work Order List - Work Order number selected

 

The record pointer4within the Pending Work Orders List will identify the selected Work Order.

 

Go to Subscriber/Prospect - Click this option to open the associated Subscriber or Prospect Form of the currently selected Work Order Number.

Go to Work Order - Click this option to open the associated Service Request Form for the currently selected Work Order Number.

Display on Google Map - Opens a Google Maps® graphic in a new Form showing the location of the currently Selected Work Order.  

 

HelpFilesTechnicianSchedulingActionDisplayOnGoogleMaps

 

Unscheduled Work Orders will be identified with a Teal Flag (as shown above) but the Scheduled Work Orders will be identified with a Red Flag.

 

Filter schedule based on this work order - If a Work Order is Selected from the Pending Work Orders List - and that Work Order has specific Required Skill(s) identified, and/or the Subscriber for whom that Work Order was entered is assigned to a specific Technician Group - and then this Filter schedule based on this work order option is Chosen, the Technician Schedules Grid will be adjusted to only display those Appointments which match that Selected Work Order's required Skill(s) and/or Technician Group.

 

Filters - Click the Down Arrow on the right of the Filters Icon to display the available options:

Open Work Orders - Check this option to include any Work Orders - either Scheduled or Unscheduled - in the Pending Work Orders List which has not been Completed.

Unscheduled Work Orders - Check this option to include any Work Orders in the Pending Work Orders List which has not yet been Scheduled (thereby excluding those Work Orders which have been Scheduled but have not yet been Completed).

 

HelpFilesPendingWorkOrdersFilterIconOptions

Pending Work Orders Listing- Filter Menu Options

 

Setting an additional Filter:

By default, none of the Filters (except for the Open Work Orders and Unscheduled Work Orders options) described above are active.

The Filters described below may be activated individually, or together is a set.

Tech Groups - Select this option to include only those Work Orders in the Pending Work Orders List whose associated Subscribers are a Member of the Checked Technician Group(s).

Multiple Technician Groups may be Checked.

If no Technician Groups are Checked, All Work Orders - regardless of the associated Subscribers Membership in any Technician Group, will be listed.

Tech Skills - Select this option so the Work Orders to be scheduled may be limited to a specific Technician Skill.

Multiple Technician Skills may be Checked.

If no Technician Skills are Checked, All Work Orders - regardless of the required Technician Skills, will be listed.

Priority - Choose this option to include only those Work Orders in the Pending Work Orders List with a Priority Level matching  the one(s) Checked.

Multiple Priority Levels may be Checked.

If no Priority Levels are Checked, All Work Orders - regardless of their Priority Level, will be listed.

Service Types - Select this option to limit the Pending Work Orders Listing to those Work Orders with the Checked Service Type(s).

Multiple Service Types may be Checked.

If no Service Type is Checked, All Work Orders - regardless of their Service Type, will be listed.

Work Order Type - Select this option to limit the Pending Work Orders List to those Work Orders assigned the Checked Work Order Format Type(s).

 

HelpFilesPendingWorkOrdersFilterWorkOrderTypes

  Filters - Work Order Types

 

By default, All Work Orders - regardless of their Work Order Format Type, will be listed.

Location - Select this option to limit the Pending Work Orders List to those Work Orders whose associated Subscribers are located within the designated Zip Code(s), City, or State.

 

HelpFilesPendingWorkOrdersFilterLocation

 Filters - Location options

 

Zip Code - Choose this option and enter the desired Zip Code(s).

 

HelpFilesFilterZipCode

Filter by Zip Code

 

oEnter the appropriate Zip Code.

oMultiple Zip Codes may be entered, separated by a comma and with no spaces in between.

> Click the OK button when finished entering the desired Zip Code(s).

oTo remove this Zip Code Filter, Choose the Zip Code option and delete the Zip Code(s) previously entered.

> Click the OK button and the Zip Code Filter will be canceled.

 

City - Choose this option and enter the desired City Name(s).

 

HelpFilesFilterCity

Filter by City

 

oEnter the appropriate City.

oMultiple Cities may be entered, separated by a comma and with no spaces in between.

> Click the OK button when finished entering the desired City(s).

oTo remove this City Filter, Choose the City option and delete the City Name(s) previously entered.

> Click the OK button and the City Filter will be canceled.

 

State - Choose this option and enter the desired State(s).

 

HelpFilesFilterState

Filter State

 

oEnter the appropriate State.

oMultiple States may be entered, separated by a comma and with no spaces in between.

> Click the OK button when finished entering the desired State(s).

oTo remove this State Filter, Choose the State option and delete the State(s) previously entered.

> Click the OK button and the State Filter will be canceled.

 

Print Pending Work Orders - This option will display a Print Preview of the Pending Work Order List as currently filtered and displayed in the Pending Work Orders Grid.

 

HelpFilesPendingWorkOrdersPrintPreview

 

Inserting (Scheduling) an Appointment for a Work Order into the Technician Schedules Grid on the Technician Scheduling Form:

Click + Drag & Drop:

a)Click on a Work Order Number to Choose a Work Order from the Pending Work Orders List of the Technicians Scheduling Form.

b)Drag & Drop that selected Work Order Number onto an open Time Slot within the desired Technician's Column in the Technician Schedules Grid's ("Schedule Grid") Day View tab.

 

HelpFilesTechnicianSchedulingConfirmAppointment

 

To Confirm that this Work Order is to be scheduled as an Appointment: Answer Yes .

The Appointment will be inserted into the Schedule Grid in the time-slot to which it was placed.

Double-Click that Appointment on the Schedule Grid to open the Appointment Editor Form where that New Appointment will now be displayed.

 

HelpFilesTechnicianSchedulingNewAppointmentDialog

Appointment Editor

 

See the Appointment Editor chapter for complete information about using this Appointment Editor dialog.

 

Moving a Scheduled Appointment on the within the same day (or days - depending on how many days are simultaneously being displayed on the Schedule Grid's Day View tab is easy.

Once an Appointment has been set it is displayed in the Schedule Grid,

It may then be quickly and easily moved (re-scheduled) within the Day View tab of the Schedule Grid:

On the Day View tab, Click on the Appointment that is to be moved to another Time Slot.

On the Day View tab, Expand the Appointment's Time Range by Dragging the top or bottom part of the square surrounding the Appointment up or down, respectively.

 

HelpFilesTechnicianSchedulingForm-DragAppointmentFrameToExpandTime

 

Using your up and down #$ arrow keys, move that Appointment to a different open Time Slot, as needed.

Using your left and right ! " arrow keys, move the Appointment to a different Technician's open Time Slot, if needed.

The standard Windows® Drag & Drop method may also be used to move an Appointment.

Regardless of the method used, these moves will instantly be updated with the appropriate information within the Appointment Editor.

 

Note: If the Time Line is displayed Horizontally rather than Vertically (as they are shown in the Technician Scheduling screen illustrations at the beginning of that chapter), these directions are reversed.

 

Special Features menu: Once the Appointments are set, use these Special Features to help manage the Technicians.

Right-Click a selected Appointment displayed on the Day View tab to display the radial Circle of Options dialog.

 

HelpFilesTechnicianSchedulingQuickAccessFeaturesMenu

Day View tab - Right-Click an Appointment to open the radial Circle of Options dialog

 

Circle of Options Choices (presented in a Radial design):

Delete - Deletes the Selected Appointment following a Confirmation message.

 

HelpFilesTechnicianSchedulingDeleteSelectedAppointment

Delete Selected Appointment?

 

Edit - Opens the Appointment Editor and displays the currently selected Appointment record.

 

HelpFilesNew AppointmentEditorWorkOrder

Appointment Editor Form

 

Set Status - See "Updating a Work Order's Appointment Status" below.

Go to work order - Opens the Service Request Form for the currently selected Work Order.

Go to subscriber/prospect - Opens the Subscriber or Prospect Form for the currently selected Work Order.

Email Options - Allows the currently selected Appointment to be Emailed to the Technician (see "Emailing a specific Appointment" below).

a.Outlook® must be installed on the workstation because the Email will be created automatically within Outlook.

b.The Employee, to whom this Appointment is to be Emailed, must have an Email address entered on the Personal tab of their Employee record.

Note: If there is a local conflict with your Email application, an error message will be displayed.

Click OK then Close that Email application and try again.

 

HelpFilesTechnicianSchedulingEmailSystemFailedToOpen

 

oIf an Email Address has been identified (in the Personal tab of the Employee Form) for the Technician assigned to this Work Order, that Email Address will be inserted automatically

oOtherwise, the User must manually enter the appropriate Email Address..

 

Right-Click on any Appointment in the Technician Schedules Grid to display the Circle of Options dialog.

 

HelpFilesTechnicianSchedulingEmailingOptions

 

By default, if you Click the Email option (but not the arrow), an Email with an attached PDF of the printed Work Order will be created.

However, you may Click the Email option Arrow (as shown above) to select whether to just send an Email, or to send an Email with an attached PDF of the printed Work Order.

 

HelpFilesTechnicianScheduling-Email-EmailOptions

 

oChoose whether to send just an Email to the Technician, or Choose Email (with Attachment) to send the Technician an Email with an attached PDF file containing the actual Service Request.

 

HelpFilesTechnicianSchedulingEmailSample

Sample Email for a Technician's Appointment

 

oA PDF file containing the actual Work Order in its normal printed format may be attached to the Email.

 

HelpFilesTechnicianSchedulingEmailAttachmentSample

Email Service Request Attachment for a Technician's Appointment

 

Once the system creates the Email with the Service Appointment information, you may modify it, as needed.

Click the Send button to complete the process.

If requested, the Work Order will attached to the Email as a PDF file.

 

Updating a Work Order's Appointment Status:

Click on an Appointment for a Work Order on the Day View of the Technicians Scheduling Form.

Right-Click a selected Appointment displayed on the Day View tab to display the Circle of Options dialog.

Select the Status option (see the Appointment Status chapter for an explanation of those options).

 

HelpFilesTechnicianSchedulingAppointmentStatus-OptionsArrow

 

Click the Arrow at the top of the Status then Choose the appropriate Appointment Status.

 

HelpFilesTechnicianSchedulingAppointmentStatusOptions

Appointment Status Choices

 

If there are more Status options than will fit in the Circle of Options dialog, Click the Left Arrow to see those additional Appointment Status options, otherwise Clicking this Left Arrow will return you to the original Circle of Options dialog.

 

The selected Appointment on the Technicians Scheduling Form will then be displayed in the Color of the selected Appointment Status  (which was initially defined using the Appointment Status button on the Service Options tab of the User Options Form).

 

HelpFilesTechniciansSchedulingStatusColors

Color Coded Appointments showing each Work Order's Status