Manage Service Orders Overview

The Manage Service Orders Overview course includes ten lessons.  We recommend you follow the order of lessons as listed, but you can also use any of these lessons as a reference if you have questions as you Manage Service Orders.

  • Manage Service Orders Overview
    • This lesson provides recommended outline for Service Order Monitor (Manage Service Orders) course completion.
    • A Service Order progresses through a lifecycle as the status of the Service Order changes.
    • The Service Order will be available in different locations as the status of Service Order changes.
  • Draft Tab
    • This lesson explains how to locate and manage Service Orders that are in Drafted status.
    • After Buyer creates a new Service Order or edits a Draft Service Order AND saves as Draft, Service Order will be located on Draft tab until Buyer Posts or Deletes Service Order.
    • Buyer can also copy Draft Service Order from Draft tab.
  • Posted Tab
    • This lesson explains steps to View Posted Service Orders so you can identify how each Provider you routed Service Order to have responded.
    • At a quick glance, you can see details of # of Providers that were Routed Service Order, # of Providers that Rejected, and # of Providers that Counter Offered.
    • Details include Counter Offer Price/Service Date and Time if applicable, Service Pro ratings, Provider Firm and Service Pro contact information and more.
  • Today Tab
    • This lesson explains how to locate and manage Service Orders that are in Active, Completed and Expired status including how to Cancel an Active Service Order.
    • A Service Order becomes Active when Buyer and Provider have both agreed and accepted AND Service Order is within Appointment Date(s)/Service Window (time).
    • The Service Order will remain in Active status in Today tab until Service Pro performs the work AND Submits for Payment.
    • A Service Order will move to Completed status when Provider has finished the work AND Submitted for Payment to Buyer.
    • The Completed Service Order will remain in Today tab until Buyer releases the funds by taking action to Close and Pay.
  • Pending Cancel Status (on Today Tab)
    • This lesson explains how to locate and manage Service Orders that are in Pending Cancel status.
    • Once Customer requests to Cancel Accepted Service Order that is greater than 24 hours from Appointment Date/Time (or if agreed upon by Buyer and Provider when less than 24 hours from Appointment Date/Time), Buyer will change to Cancelled status.
    • If Accepted Service Order is less than 24 hours from Appointment Date/Time or past Appointment Date/Time (Active status), Buyer will change status to Pending Cancel and the Service Order will be located on Today tab until there is an agreed upon Cancellation.
    • Provider has ability to agree with amount of Pending Cancel and ability to counter a respective Buyer’s Pending Cancel.
    • Once Provider and Buyer agree to terms of Service Order in Pending Cancel status, the Service Order will automatically change to Cancelled status and will be located on Inactive tab.
    • Upon Cancellation, agreed upon funds (as applicable) will be transferred to your Provider wallet.
  • Accepted Tab
    • This lesson explains how to locate and manage Service Orders that are in Accepted status including how to View/Print PDF of Service Order and Cancel an Accepted Service Order.
    • On Name Your Price, once Provider Accepts or Buyer Accepts Provider’s Counter Offer, Service Order will change to Accepted status and will be located on Accepted tab until Service Date/Time.
    • On Bid Requests, once Buyer Accepts, Service Order will change to Accepted status and will be located on Accepted tab.
    • Once the Service Date/Time occurs, Service Order will change to Active status and will be located on Today tab.
  • Problem Tab
    • This lesson explains how to locate and manage Service Orders that are in Problem status including how to resolve issue (problem) using Issue Resolution tab and Cancel a Problem Service Order.
    • A Service Order is in Problem status when there is an issue or error submitted by either Buyer or Provider in regards to completion of Service Order.
  • Inactive Tab
    • This lesson explains how to locate and manage Service Orders that are in Inactive tab.
    • Once Service Orders are Closed, Cancelled, Voided or Deleted, they will be located on Inactive tab.
    • Once Buyer Closes and Pays, Service Order will change to Closed status.
    • Once Buyer Cancels, Service Order will change to Cancelled status.
    • Once Buyer Voids, Service Order will change to Voided status. Once Buyer Deletes Draft, Service Order will change to Deleted status.
  • Search Tab
    • This lesson explains steps to Search and Locate Service Orders.
    • These steps will work for all search items you might want to use to search for Service Orders.
    • You can search by Status of Service Orders: Posted, Completed, Problem, etc.
    • You have the ability to define searches and Create Custom Search Filters.
    • There are many ways to search and locate information in ServiceLive and as you become more familiar with ServiceLive, you will find other ways to accomplish steps detailed in this lesson.

A Service Order progresses through a lifecycle as the status of the Service Order changes. The Service Order will be available in different locations as the status of the Service Order changes.

  • The Service Order Monitor has seven (7) tabs that are available to Manage Service Orders. Details are available in separate lessons for each of these tabs.
    • Today tab
    • Draft tab
    • Posted tab
    • Accepted tab
    • Problem tab
    • Inactive tab
    • Search tab
  • Lifecycle/Status of a Service Order:
    • Drafted – After Buyer creates a new Service Order OR edits a Draft Service Order AND saves as Draft, Service Order will be located on Draft tab until Buyer Posts or Deletes Service Order. Provider will not be able to view until Buyer posts Service Order.
    • Posted
      • Buyer Posts a Name Your Price Service Order, which they identify price. Buyer can view from Posted Provider can view/take action from Received tab.
      • Buyer Posts a Bid Request Service Order, which they ask for bids.
        • Bid Requests functionality can be enabled in ServiceLive at Buyers request.
        • If not enabled, Buyer will not see this tab.
        • Buyer will be able to view Bid Request Service Orders from Posted Provider can view/take action from Bid Requests tab.
    • Accepted – On Name Your Price, once Provider Accepts or Buyer Accepts Provider’s Counter Offer, Service Order will change to Accepted status and will be located on Accepted tab until Service Date/Time. On Bid Requests, once Buyer Accepts Bid, Service Order will change to Accepted status and will be located on Accepted tab until Service Date/Time.
    • Active – Once the Service Date/Time occurs, Service Order will change to Active status and will be located on Today tab.
    • Completed – Once Provider submits Service Order for payment, Service Order will change to Completed status and will be located on Today tab.
    • Closed – Once Buyer Closes and Pays, Service Order will change to Closed status and will be located on Inactive tab.
    • Service Orders can be in six other statuses: Cancelled, Voided and Deleted status located on Inactive tab, Pending Cancel and Expired status located on Today tab, and Problem status located on Problem tab.
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