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 (Buyer, Provider or ServiceLive Administrative Team) can Report a Problem on a Service Order.
Note:  There are multiple ways to navigate to Active & Completed Service Orders.

  1. When you login to ServiceLive, the Dashboard tab will open.
  2. Navigate to Today tab:
    • Click on Today link on dashboard
    • 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.
  3. 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.
       
    • This will open Summary tab, as displayed below. Details about Summary tab are available in Summary Tab lesson in Close and Pay a Service Order course.
  4. Report a Problem tab:
    • Click on Report a Problem tab.
    • Click on drop down arrow to display Type of Problem list and select appropriate Type of Problem.
    • Type appropriate details in Additional Comments box.
      • 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.
      • If Buyer places Service Order in Problem Status, information will display in Notes tab as a Public Note and display in Order History tab.
      • The comments entered in this box (see example below) will be included in e-mail alert.
    • Click on    button.
      • Example:
    • 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
  5. Issue Resolution tab:
    • After you click on    button as described in Step 4e, Issue Resolution tab will replace Report a Problem tab and the blank screen as shown below will display.
    • Click on Order History tab to view Problem you just reported.
    • 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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