Work on a repair

Each service order has its own page with everything about one repair. Open it from the board, a search, or the link in a notification.

The top of the page

The header shows the order number, status, priority and, when it applies, Late or Needs attention. Below that are the device and problem, the customer, the technician, and when it was promised or is due.

The buttons on the right:

• Print: the ticket, the device label and more. See Tickets, labels and signatures.
• Change status: see Repair statuses.
• The main button, which is always the next step: Start the repair, Mark ready for pickup, Check out or Mark picked up.
• The pin, which puts the order on your home page and workday.

A progress bar under the header shows each stage and how long it took.

The side panels

• Customer: contact details, how they prefer to be reached, and any store credit.
• Labour: the bench timer.
• Device: colour, storage, IMEI or serial, carrier and what was left with it. Select Show to see the passcode. It hides itself after 30 seconds.
• Charges: the estimate, deposits and balance, or the invoice once there is one.
• Loaner phone: see Loaner phones.

The bench timer

Select Start timer in Labour when you pick the repair up, and Stop when you put it down. Each person has one timer, so starting it here stops yours on any other order. The panel adds up everyone's time. You can remove your own entries; owners and managers can remove anyone's.

The tabs

Activity

Team notes, messages with the customer and status changes, newest first. See Notes, mentions and flags.

Items & charges

The services and parts on the repair, with the subtotal, tax, deposits and Balance due.

1. Select Add item.
2. Choose a service from your price book, or switch to typing a line, choose Service or Part, and enter the name, quantity and price.
3. To change a line, select the pencil. Owners and managers changing a price-book service can also tick the box to charge that price for every one of that model from now on, which saves it in the price book.

A line marked Quote needed has no price for this model yet. Change the line to price it. Select Ask for approval to send the estimate to the customer. See Quotes and customer approval.

Select Take a deposit to record money taken before the work is done. Owners, managers and front desk staff can take deposits.

Once the repair is invoiced, its lines and deposits move to the invoice and are changed there.

Part requests

Parts ordered for this repair. See Part requests.

Checks & photos

• Job: the problem, type, priority, promised time, condition and drop-off checks. Select Edit to change them.
• Work performed: the completion codes and description of what was done.
• Photos: select Add photos to take a picture with a phone or tablet camera, or choose files. They're saved on a note in Activity too.
• Signature: the customer's signature for the repair terms.

Warranty

How long the repair is covered and any claims against it. See Warranty returns.