How to Search for a Service Order

Use Service Order Monitor’s Search tab to locate a specific Service Order (or multiple orders at the same time), no matter which queue(s) the order is located.  You can also use this search method inside the Workflow Monitor (if you’ve set it up) – we have lessons on how to set up your Workflow Monitor, and how to use it.

 

Search by Term

Search terms let you refine searches, and locate several orders at a time.

  1. Choose a search term from the Select Search Terms section (for example, Status). Clicking a search term will add it to the Selected Search Terms section.
    • Click the + icon to expand a search term – this displays a list of available options.
    • You can add more search terms that apply.

Note:     If you need to clear a specific search term from your Selected Search Terms window – click the X icon next to that search term.  If you need to clear all search terms from your Selected Search Terms window – click Clear All at the top right-hand side of the window.

 

  1. Click SEARCH.
  2. Your search results will display – click an order’s title link to view Service Order details.
    • The Order Express Menu will display on the right-hand side of the screen – this lets you see order details without accessing the order (like Customer, Provider [if applicable], etc.).
    • Access the order by clicking VIEW COMPLETE SERVICE ORDER (if you’ve searched in the Service Order Monitor), CLAIM SERVICE ORDER (if you’ve searched in the Workflow Monitor), or by clicking any of the Quick Order Links at the bottom of the Service Order details window.

Note:     If one of your team members has claimed a searched order (from the Workflow Monitor), a “user” icon will display next to the order’s status, and the name of that user will display in the Order Express Menu on the right-hand side of the screen – if you’re searching for this order in the Workflow Monitor, you won’t be able to claim this order and the CLAIM SERVICE ORDER button will not display.  However, the order can still be accessed without claiming – by clicking one of the Order Quick Links.

 

 

Define Search Criteria

Search criteria lets you define searches, like searching for a specific Customer’s Service Orders (defined by their last name, phone number, etc.).

  1. Select a criteria option (for example, Customer Name) from the Define Search Criteria dropdown menu (below the Select Search Terms section).
  2. Enter the information into search field.
  3. Click ADD – the search criteria will display in Selected Search Terms section.
    • You can add more search criteria by repeating these steps – this has the advantage of finding the information quicker and easier, eliminating the need to look through multiple Service Orders.
    • Search criteria can also be combined with search terms (see above), for a more defined search.
  1. Click SEARCH.
  2. Your search results will display – click an order’s title link to view Service Order details.
    • The Order Express Menu will display on the right-hand side of the screen – this lets you see order details without accessing the order (like Customer, Provider [if applicable], etc.).
    • Access the order by clicking VIEW COMPLETE SERVICE ORDER (if you’ve searched in the Service Order Monitor), CLAIM SERVICE ORDER (if you’ve searched in the Workflow Monitor), or by clicking any of the Quick Order Links at the bottom of the Service Order window.

Note:     If one of your team members has claimed a searched order (from the Workflow Monitor), a “user” icon will display next to the order’s status, and the name of that user will display in the Order Express Menu on the right-hand side of the screen – if you’re searching for this order in the Workflow Monitor, you won’t be able to claim this order and the CLAIM SERVICE ORDER button will not display.  However, the order can still be accessed without claiming – by clicking one of the Order Quick Links.

 

 

 

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