Work Order Service Scheduling

Use the Work Order Service Scheduling screen to view and schedule any open work orders/segments (work orders/segments that have not been signed off of, closed or deleted) for which no labor has yet been posted. If the system reads that labor has been posted to an order, it recognizes that the order has already been started and therefore does not need to scheduled.

The Work Order Service Scheduling screen refreshes every five minutes to ensure that the data displayed is accurate.

To open the Work Order Service Scheduling screen, navigate to Product Support > Service > Service Scheduling.

Topics in this section are:

Prerequisites
Screen Overview
Color Coding
Dates
Assigning a Technician
Editing a Work Order
Screen Description

Prerequisites

Before you can begin using the Work Order Service Scheduling screen, you must:

Enable Access in security switch 819 - Product Support - Service Scheduling.
Create a non-real technician Employee Profile.
Set the Work Order Estimated Completion dropdown to either Estimated Hours and Date Required or Only Estimated Hours Required.
Set the Service Scheduling Method dropdown to Technician.

Screen Overview

When using the Work Order Service Scheduling screen, a 5 week calendar displays all work orders/segments that have not yet been started (meaning no labor has been posted to them) that have been scheduled for last week and the next 4 weeks. Signed Off, Closed or Deleted work orders/segments are omitted from the screen and, as the days have already passed, you cannot retroactively schedule service for any grayed-out dates on the calendar.

On the left side of the screen, a list of Pending, Expired and Scheduled work orders are displayed depending on the tab that is selected. When filtering, only orders or segments that are not currently displayed in the calendar are listed in the results (such as orders that are scheduled for 2 months into the future).

Color Coding

Each work order block is displayed with a specific color header, depending on the status of the order/ segment:

Header	Description
Yellow	Represents a Pending order/segment that has not yet been started but can be completed by the Estimated Completion Date specified on the order/segment. Pending orders in the sidebar do not have Scheduled Start Dates.
Orange	Represents an Expired order/segment that has not yet been started and which has a Scheduled Start Date that is older than the current date.
Red	Represents an order/segment that cannot be completed by the Estimated Completion Date. The system calculates whether an order can be completed by the Estimated Completion Date by comparing the Scheduled Start Date and the Estimated Hours. In its calculation, the system assumes that only weekdays are available and that each shift is 8 hours long, regardless of the Shift Hours configured for the technician assigned to the order (as specified on the Service Information tab). This means that even if a technician has been assigned to the order and they have Shift Hours configured such that the service could be completed by the Estimated Completion Date, the work order may still appear with a Red header on the Work Order Service Scheduling screen. Click the work order header to view the complete details of the service.

Header

Description

Yellow

Represents a Pending order/segment that has not yet been started but can be completed by the Estimated Completion Date specified on the order/segment.

Pending orders in the sidebar do not have Scheduled Start Dates.

Orange

Represents an Expired order/segment that has not yet been started and which has a Scheduled Start Date that is older than the current date.

Red

Represents an order/segment that cannot be completed by the Estimated Completion Date.

The system calculates whether an order can be completed by the Estimated Completion Date by comparing the Scheduled Start Date and the Estimated Hours. In its calculation, the system assumes that only weekdays are available and that each shift is 8 hours long, regardless of the Shift Hours configured for the technician assigned to the order (as specified on the Service Information tab). This means that even if a technician has been assigned to the order and they have Shift Hours configured such that the service could be completed by the Estimated Completion Date, the work order may still appear with a Red header on the Work Order Service Scheduling screen. Click the work order header to view the complete details of the service.

Because the above statuses rely on dates and the Estimated Hours field, there is a Scheduled Start Date field on the Segments tab. When using the Work Order Service Scheduling screen, it is strongly recommended that you set the Work Order Estimated Completion switch in the System Settings - Location tab to Estimated Hours and Date Required or Only Hours Required.

Dates

The Date Started field is not configurable on the Segments tab when using the Work Order Service Scheduling screen and are automatically set by the system when the first part or labor is posted to the work order/segment.

After creating a work order/ segment, if you have set the Scheduled Start Date, it appears on the calendar on the date specified. If not, you can schedule the service by simply locating the desired work order/segment block in the Pending/Expired/Scheduled sidebar, then dragging the block to the desired date on the calendar. In doing so, the Scheduled Start Date are set and the header color of the work order/segment block are reset (if applicable).

To schedule individual work order segments, you must select the Schedule By Segment switch on the Selection Criteria screen. If you decide to schedule by order (in cases where the Schedule By Segment switch is not activated) all data displayed for the order are from segment 1 except for the estimated hours (which are a combined value from all the segments on the order) and when scheduling an order, the Scheduled Start Date are updated on each segment.

Assigning a Technician

To assign a technician to a work order/segment (or change the technician currently assigned to a work order/segment), simply drag and drop the desired Technician from the list of technicians on the right side of the screen onto the desired work order/segment.

For an employee to be listed as a technician on the Work Order Service Scheduling screen, these conditions must be met:

Technician Rate information has been configured for the employee on the Service Information tab
The Class assigned to the technician's Employee Profile is active for service scheduling (the Technician switch for the selected Class has been activated on the Classes screen)
The employee has not been terminated (the Termination Date field on the Employee Profile is blank)

To schedule a work order/segment in the Pending/Expired/Scheduled sidebar without dragging it to a specific date on the calendar, you can also drag one of the months listed below the technicians onto the desired work order/segment. Doing so schedules the work order/segment on the 1st day of the selected month and remove it from the Pending/Expired/Scheduled sidebar.

Editing a Work Order

To edit a work order, click the icon in the work order header. Doing so opens the Customer - Work Order Header tab of the selected work order, but only if the Edit Work Order switch is activated on the Authorization List For Product Support - Service Scheduling screen. If the switch is deactivated, the Work Order Details screen appears instead.

For more information on how to configure the amount of data displayed in each work order/segment block on the Work Order Service Scheduling screen, see Configuring the Service Scheduling Screens.

Screen Description

The fields appear on the Work Order Service Scheduling screen are:

Field	Description
Pending/ Expired/ Scheduled Side Bar	Depending on the selected filter, this panel displays either Pending (yellow), Expired (orange), Scheduled (yellow) or work orders for which the service cannot be completed by the Estimated Completion Date noted on the work order (red). When filtering the side bar to view only Scheduled work orders, only work orders that are currently not displayed in the calendar view are listed. You can configure the amount of information displayed for each work order listed in the side bar using the Selection Criteria screen.
Calendar View	The calendar view displays all work orders that have been scheduled for the selected date range. By default, the Service Scheduling screen always opens on the current date. You can configure the amount of information displayed for each work order in the calendar using the Selection Criteria screen.
Technician	Lists all of the employees who have been configured as technicians at your location. Note that for an employee to be listed as a technician, these conditions must be met: Technician Rate information has been configured for the employee on the Service Information tab. The Class assigned to the technician's Employee Profile is active for service scheduling (the Technician switch for the selected Class has been activated on the Classes screen). The employee has not been terminated (the Termination Date field on the Employee Profile tab is blank). If the Display Technician Number switch is activated on the Authorization List For Product Support- Service Scheduling screen, the technician employee number is displayed in this list.

Field

Description

Pending/ Expired/ Scheduled Side Bar

Depending on the selected filter, this panel displays either Pending (yellow), Expired (orange), Scheduled (yellow) or work orders for which the service cannot be completed by the Estimated Completion Date noted on the work order (red).

When filtering the side bar to view only Scheduled work orders, only work orders that are currently not displayed in the calendar view are listed.

You can configure the amount of information displayed for each work order listed in the side bar using the Selection Criteria screen.

Calendar View

The calendar view displays all work orders that have been scheduled for the selected date range.

By default, the Service Scheduling screen always opens on the current date.

You can configure the amount of information displayed for each work order in the calendar using the Selection Criteria screen.

Technician

Lists all of the employees who have been configured as technicians at your location. Note that for an employee to be listed as a technician, these conditions must be met:

Technician Rate information has been configured for the employee on the Service Information tab.
The Class assigned to the technician's Employee Profile is active for service scheduling (the Technician switch for the selected Class has been activated on the Classes screen).
The employee has not been terminated (the Termination Date field on the Employee Profile tab is blank).

If the Display Technician Number switch is activated on the Authorization List For Product Support- Service Scheduling screen, the technician employee number is displayed in this list.

The Work Order Service Scheduling screen allows you to perform these actions:

Action	Steps
To assign a technician to a work order (or work order segment)	Drag and drop a Technician name on to the desired work order.
To schedule a work order (or work order segment)	Drag and drop the desired work order anywhere on the calendar. -OR- Drag and drop the desired Month onto the work order/segment. The Scheduled Start Date field on the work order Segments tab is updated with the selected date. If you scheduled the work order/segment by dragging a Month onto the corresponding block, the Scheduled Start Date is set to the first of that month.
To reschedule a work order (or work order segment)	Drag and drop the desired work order anywhere on the calendar or back into the Pending side bar to change or remove the Scheduled Start Date on the work order.
To view the work order details	Click the Details icon on any of the work orders on the screen. The Customer - Work Order Header tab appears.
To view pending work orders	Click the Pending tab in the side bar. The side bar refreshes, displaying only pending work orders.
To view expired work orders	Click the Expired tab in the side bar. The side bar refreshes, displaying only work orders for which the scheduled start date has passed without the service being performed.
To view scheduled work orders	Click the Scheduled link. The side bar refreshes, displaying only scheduled work orders that are not currently displayed on the calendar.
To filter the work orders or work order details displayed on the Service Scheduling screen	Click the Filter icon. The Selection Criteria screen appears.
To create a new work order	Click the Need to create a work order? Click here to add link. The Customer - Work Order Header tab appears.

Security: 819 - Product Support - Service Scheduling

Revision: 2026.03