Coordinators and service managers

Cases, review dates and work orders

Keep the service issue and its execution clearly connected.

What to do

Open Cases and use search/status/review filters before creating a case. Enter a clear subject, description and the correct customer/site context.
Create the linked work order with the intended equipment and engineer. Review the displayed case and work-order numbers.
For a manual appointment, enter both its start and end. Leave both empty if the work order should remain unscheduled. Check the displayed time zone before saving.
To compare appointment options, open Work orders and save Technician availability: choose the technician, shift start and end, skills and any breaks. Enter verified start, finish and break coordinates where required; never guess a location.
Open the work order and save Appointment requirements: expected service duration, customer windows, required skills, verified site coordinates and a planning change reason. A customer window is a period when the customer can accept the visit, not a booking.
Under Compare appointment options, choose the comparison date and up to 20 technicians, with one shift per technician. Enter Travel buffer per journey (minutes), then select Compare saved availability. Only saved details are used.
Review the proposed technician, service start and end, and any exclusions. Comparing does not reserve a time. For an available option, open Review and confirm this appointment, enter a reason and select Confirm appointment. This replaces any previous appointment on that work order. Wait for Appointment confirmed, then check the saved work-order details.
To plan several unscheduled orders together, go to Technician availability and open Compare several unscheduled work orders. Use Search unscheduled work orders to find an order, customer, equipment or technician. Use Next orders and Previous orders to browse more results. Select up to 10 orders; selections remain visible above the list when you search or change pages. Use Remove to take an order out of the comparison.
Save Appointment requirements for every selected order before comparing. Select one shift per technician (up to 20 technicians), enter a travel buffer and choose Compare selected orders. Search and paging only change the visible list; they do not change your selected orders or save a booking.
Review Suggested appointments: each order shows its proposed technician, start and end. Not fitted lists orders that could not be placed. The tool compares several sequences while keeping existing appointments and breaks fixed. It does not reserve a time.
When every selected order fits and the comparison is complete, enter a Batch appointment confirmation reason and choose Confirm all appointments. Every displayed appointment is saved together, or none are saved if something changed. Wait for the appointments confirmed and saved together message. You can instead open individual orders to compare and confirm them separately.
Use pending status only with the required reason, review responsibility and next review date. A pending case needs a visible follow-up decision.
Use the review worklist to find overdue or upcoming reviews. Clear filters when you want the broader visible list; My pending reviews narrows responsibility to you.
Review case history before changing status. Close the case only when the permitted service conditions are met; an active visit can block closure. Reopening requires a reason.
In Change history, History author filters all recorded changes, My recorded changes or System actions within this record. The latest-change summary and older/newer pages follow the chosen filter. Changing the filter returns to its first page. My recorded changes uses your current signed-in identity; it does not show changes whose personal attribution was removed. Assignment and the customer signatory remain separate.
The location is optional. We suggest the device’s current location when available. Choosing another location or leaving it empty is your decision.
The device assignment changed. Review the customer and location before continuing.
Returning in the same open page restores unconfirmed inputs and checks the selected records again. Reloading or closing the page loses these inputs; check saved records before starting another entry. Discarding does not delete anything already saved.

Before you continue

Case ageing starts from its original creation, including after reopening.

Worklists support refresh; automatic polling can pause while forms are open or errors need attention. Confirm the latest update indicator before making decisions.

Appointment comparison uses visits at the same exact location. Review journey time yourself when arranging visits at different locations.

Conflicting appointments or breaks are refused. Changing a shift cannot move an existing appointment outside that shift or put a break over it. An active visit or an older booking with an unknown end can require review before scheduling continues.

Planning tools are shown only to users with assignment permission. They do not grant additional access or automatically notify the customer. Agree the appointment with the customer through your existing process.

The multi-order selector searches all accessible unscheduled assigned orders, with 50 results per page. Selected orders can come from different pages. A comparison covers at most 10 orders and 20 technicians; it is not whole-fleet optimization. Customer notifications are not sent automatically.

Use Calendar for a day or seven-day appointment overview. Use Maintenance to create recurring, company-defined due work. Generated maintenance orders still need a suitable appointment.

Open Change history in a case, work order, visit, report or quotation to see the latest recorded author, time and status change. Expand it for reasons and older pages. The assigned technician and customer signatory are separate from the change author. Automatic actions show System; an initiator may be recorded separately. Missing historical names or status values remain unknown. Check the displayed time zone; Show UTC switches the view without changing the stored instant.

A current draft blocks case closure, including an amendment draft. Older frozen versions do not block it. A recorded signature exception does not add a new signature requirement for closure; billing remains subject to its existing checks.

Ask the coordinator to reopen this case before creating a report or amendment draft.

The due date and the customer’s preferred date do not reserve a time. Generate due work deliberately, then open its work-order number. Review the assigned technician and the saved appointment there.

Coordination or service management saves the appointment requirements and technician availability. Compare saved options, review the technician and times, then explicitly confirm. If no option fits, review the stated reason and the saved requirements; do not assume a booking.

Maintenance dates use the plan time zone. Appointment inputs and comparisons use the browser time zone shown beside the fields. Check it before saving; a time skipped or repeated by a clock change must be replaced with an unambiguous time.

Keep unsaved forms open. Cancel navigation to continue editing, or deliberately discard changes. After a lost response or a version conflict, check the current saved record before trying again. Publishing to the customer portal is a separate action; planning does not send a message.

When assigning a work order, the requirements check distinguishes an empty engineer list from a loading error. If no active engineer is available, an organization administrator can invite one or review an existing member’s role in Members; invitations must be accepted first. Other coordination roles ask their administrator. Keep the form open and use Refresh work-order requirements after the change: this rechecks the list and current access without saving an order or resetting entered appointment details. A failed check, read-only access or a closed case blocks assignment. A newly confirmed list may require choosing an available engineer again. Unsaved inputs are not saved setup progress and are lost if you close or reload the page.

Questions and troubleshooting

Does closing a case invoice the customer?

No. Service closure and ERP billing are separate states. Review billing submission and its material/invoice confirmations separately.

Why can I not assign an engineer or asset?

The selected reference must belong to the organization and meet the workflow’s access rules. Correct the reference; changing the browser URL cannot grant access.

Why are no appointment options shown?

Save duration, customer windows, skills and verified locations, then select a future shift. For visits requiring travel, review the journey and arrange the appointment manually.

What if the schedule changed while I was reviewing?

Compare saved availability again and review the new result. A stale option is refused rather than overwriting newer scheduling information. Do not assume a booking succeeded without its confirmation and saved details.

Why does an older appointment block scheduling?

Its end or service duration may not have been recorded. Review that work order and save a verified expected service duration in Appointment requirements where permitted. Do not invent a duration or change real dates simply to clear a warning.

Are the proposed times guaranteed?

Review the saved requirements and customer availability before confirming a proposed appointment. Agree the visit with the customer through your usual contact process.

Why is Confirm all appointments unavailable?

Every selected order must have a feasible same-location appointment and the comparison must be complete. Review missing requirements, skills, time windows and unavailable travel information. You can change the selection and compare again; the tool never silently books just part of the selection.

Why is my selected order not in the current search results?

The selection is kept while you change pages or search terms. Review Selected work orders above the results and use Remove if you no longer want an order. Before confirmation, the server checks the current order, permissions and appointment data again.