Report a Problem Tab

This lesson explains how to Report a Problem on a Service Order.  The Service Order must be in Active or Completed status to Report a Problem.  Any ServiceLive user (Provider, Buyer, ServiceLive Administrative Team) can Report a Problem on a Service Order.
Note:  There are multiple ways to navigate to Active Service Orders.

  1. When you login to ServiceLive, the Dashboard tab will open.
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  2. Navigate to Today tab:
    Note:  Dashboard will show number of orders currently on Today tab.

    • Click on Today link on dashboard.
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    • OR click on Service Order Monitor tab.
    • Click on Today tab and filter on Active or Completed Service Orders.
      Note:  Refer to Today tab lesson in Service Order Monitor course for details.
    • OR click on Search tab and filter on Active or Completed Service Orders.
      Note:  Refer to Search tab lesson in Service Order Monitor course for details.
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  3. View Service Order Details:
    Note:  Click on  white-right-arrow  button in View Detail column OR click on Title link to display Service Order details. You can also click on text in columns to expand/collapse Service Order details.

    • Click on  view-complete-service-order-button  button to open Service Order.
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    • This will open Summary tab, as displayed below. Details about Summary tab are available in Summary Tab lesson in Complete and Close a Service Order course.
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  4. Report a Problem tab:
    • Click on Report a Problem
    • Click on drop down arrow to display Type of Problem list.
    • Scroll down and click to select appropriate Type of Problem.
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    • Type appropriate details in Additional Comments box.
      1. Important: Buyer will receive an e-mail alert notifying them that Provider has reported a problem and if Buyer reports a problem Provider will receive e-mail alert.
      2. The comments entered in this box will be included in e-mail. See examples below.
    • Click on  report-problem-button  button.
      • Example 1:
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      • Example 2:
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      • Example 3:
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    • ServiceLive Service Order Problem Management information will also display on this tab.
      • Indicate Problem/Issue
      • Mitigating Issues/Disputes Before They Occur
      • When Things Start Getting Off Track
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  5. Issue Resolution tab:
    • After you click on  report-problem-button  button as described in Step 4e, Issue Resolution tab will display.
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    • Click on Order History tab to view Problem you just reported.
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    • You may be able to Resolve Issue immediately.
      Note:  Refer to section called Resolving an Issue in Problem Tab lesson in Service Order Monitor course for details.
    • Otherwise, Provider or Buyer might need to take action later and should follow section called Resolving an Issue in Problem Tab lesson in Service Order Monitor course for details.
    • ServiceLive Service Order Problem Management information will also display on this tab. See next page.
      • Indicate Problem/Issue
      • Unresolved Issues/Problems
      • Mitigating Issues/Disputes Before They Occur
      • Dispute Resolution Assistance
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