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. Pending Cancel Service Orders are located on Today tab, but explained in separate Pending Cancel lesson in Service Order Monitor course. 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 on 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 on Today tab until Buyer releases the funds by taking action to Close and Pay.  A Posted Service Order that has NOT been Accepted by any Providers AND Appointment Date(s)/Service Window (time) ends will move to Expired status and will be located on Today tab.

1. 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.
     Note:  There are multiple ways to navigate to Today tab information.
2. When you login to ServiceLive, the Dashboard tab will open.
   
3. Navigate to Today tab:
   Note:  Dashboard will show number of orders currently on Today tab.
   • Click on Today link on dashboard.
     
   • OR click on Service Order Monitor tab.
   • Click on Today tab.
     
4. Search Filters available on Today tab:
   Note: This section explains how you can search and locate information on Today tab. You may select any one filter or add Sub-status filter to narrow your search even more. In order to have choices available for Sub-status filter, you must first select Active, Completed or Pending Cancel in Status Filter.
   • Status Filter = Defaults to Show All Service Orders. Click on drop down arrow to display Status Click on appropriate choice and Service Orders you selected will display.
   • Sub-status Filter = Click on drop down arrow to display Sub-status Click on appropriate choice and Service Orders you selected will display.
     Note: Sub-status Filter choices will only display if you first selected a Status Filter. Sub-status Filter choices will vary depending on Status Filter selection.
     
5. Information that displays on Today tab:
   Note: Service Orders display most current to oldest.  When you see    in front of text (Service Date) in Title Bar, you can click on text to change Service Orders to display oldest to most current and click again and display will return to original order.
   • View Detail, click on    button in View Detail column to display Service Order details and click on button to collapse to original view.  You can also click on text in columns to expand/collapse Service Order details.
   • Status = Status of Service Order (i.e. Expired, Active or Completed).
   • Service Order # = Number associated with specific Service Order (Service Order defines scope of work as requested by Buyer).
   • Title = Name entered for Service Order, click on title link to display Service Order details.
   • Service Date = Date and Time Service is scheduled.
     • Click on text (Service Date) with    in front to change sort order.
   • Location = City, State, and Zip Code for Service visit.
     
6. View Service Order Details:
   Note: Click on    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    button to open Service Order.
   • Note: Order Quick Links will take you to specific tab (i.e. Order History). The Quick Links will vary depending on status of Service Order.
     
   • This will open Summary tab, which includes sections displayed below. Details about Summary tab are available in Summary Tab lesson in Close and Pay a Service Order
     Note:  Click on   or    buttons to expand or collapse sections.
     
7. Cancel a Service Order:
   • Once you have clicked on   button to open Service Order, widget will display on right side of screen.
   • Click on    button.
     
   • For some Buyers, checkbox labeled “Check this box if the Provider needs to be paid an additional amount for this order” is grayed out or doesn’t appear, as this is dependent upon Buyer processes and status of Service Order in relation to Appointment Date/Time. Skip to Step 7f.
     
   • For some Buyers, checkbox labeled “Check this box if the Provider needs to be paid an additional amount for this order” is available for Buyer agent to determine if Provider to be paid (as this is dependent upon Buyer processes and status of Service Order in relation to Appointment Date/Time.). Continue to Step 7e.
     
   • Select or deselect checkbox (as appropriate) labeled “Check this box if the Provider needs to be paid an additional amount for this order”.
     Note: Fields with * (red asterisk) must be completed.
   • Click on drop down arrow in Reason for Canceling and select appropriate choice.
   • Cancellation amount will be auto populated (can edit as appropriate).
   • Type comments about why you are canceling Service Order.
   • Click on    button.
     Note:  For some Buyers (Sears RI) click the    button to take you to Manage Scope Change screen. Specific instructions are available from your company.
     
   • If “Check this box if the Provider needs to be paid an additional amount for this order” is NOT selected AND there are $0 Provider will be paid, Service Order will be Cancelled and be located on Inactive tab and you will receive message, “Service Order was successfully Cancelled”.
     Note:  If Buyer Cancels Service Order that money is still owed to Provider, the only way to pay Provider is to create a new Service Order.  Consider checking the box and submitting $0 to be paid as shown in Step l (allowing the opportunity for Provider to request a different amount as applicable).
     
   • If “Check this box if the Provider needs to be paid an additional amount for this order” is selected AND if there are $0 or greater Provider will be paid. Service Order will be in Pending Cancel status and you will receive message, “Your request to cancel Service Order for $xx.xx was successful” and you will have to wait until Provider responds.  For details, refer to Pending Cancel lesson in Service Order Monitor course.