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Repair statuses

What each service order status means, and how to change a repair's status, technician and promised time.

Every service order has a status that says where the repair is. The board's columns, the late count, the customer's device page and any automatic updates to the customer all follow it.

What each status means

On the board and in lists, statuses show as short coloured labels. The Change status dialog uses the full names.

Waiting

  • Pending: checked in and waiting for someone to start it.

In progress

  • In Progress: someone is working on it.
  • On Bench: it's on a technician's bench right now.

On hold

  • Awaiting Customer (On Hold - Awaiting Customer Instructions): waiting for the customer's OK or instructions, such as approval of a quote.
  • Awaiting Parts (On Hold - Awaiting Parts): waiting for a part to arrive.
  • Part Requested (On Hold - Part Requested): a part request is open for it.
  • Awaiting Device (On Hold - Awaiting Device): the customer hasn't brought the device in yet.
  • Deferred (On Hold - Deferred): put off for now.

Ready for pickup

  • Ready for Pickup (Ready For Pickup - Repaired): fixed and on the shelf.
  • Ready · Not Repaired (Ready For Pickup - Not Repaired): it couldn't be fixed and is ready to go back.

Closed

  • Completed (Completed / Repaired): picked up, repaired.
  • Not Repaired (Completed / Not Repaired): picked up, not repaired.
  • Abandoned (Abandoned / Recycle Parts): the customer never came back for it.
  • Cancelled: the repair isn't going ahead.

A closed order's job, items and deposits are locked. Change its status to reopen it. Notes can still be added.

Some statuses change by themselves

  • Sending a quote for approval puts the repair on Awaiting Customer. When the customer approves, it goes back to In Progress.
  • Requesting a part puts it on Part Requested. When the part arrives, it goes back to Pending.
  • Paying the invoice in full for a repair that's ready for pickup closes it as Completed or Not Repaired.

Change a status

You can drag a card on the repair board, or use the dialog on the order for more control.

  1. Open the service order.
  2. Select Change status.
  3. Choose the new Status.
  4. Change the Technician or Promised by if you need to.
  5. Add a Note for the team if it helps explain why.
  6. If the switch to text or email the customer shows, leave it on to tell them, or turn it off. The preview shows the words they'll get.
  7. Select Change status.

A message with Undo appears after a status change, in case it was a mistake.

Tip: The main button on the order always offers the next step: Start the repair, Mark ready for pickup, Check out or Mark picked up.

Putting a repair on Awaiting Customer also pins it to its technician's home page and workday, so it isn't forgotten.

Each change is recorded on the order's Activity tab under Status changes, with who made it and when.