Service order details

A description of the problem or request.

Defined in the issue.

- Service order (work ticket)

- Incident (always guest related)

- PM order (preventive maintenance)

- Rounds order

- Inspection order

- Transportation order (two locations: source and destination).

The department responsible for resolving the issue (for example, Engineering, Housekeeping). If the service order is unassigned , any member of that department can pull the service order into My Work.

Defined in the issue. Estimated time to complete task.

The trade with the skills needed to resolve the issue (for example, Plumber, Electrician, General Maintenance). If the service order is unassigned , any member of that trade can pull the service order into My Work.

The priority is set in the issue on a scale of 1 - 5, with 1 and 2 being the most urgent. Priorities 3, 4, and 5 are still important, but have less urgency. Guest requests and life-safety issues are often considered a priority .

The length of time the order has been in the Service Order List..

Tap

Edit

Lets you change the priority of the service order and assign it to a different user, team, or trade. See Edit service orders.

Notify

Sends a service order notification to the user or team you select. See Send service order notifications.

PDF

Sends you the service order as a PDF report. To view the report, tap the Work Order Form Report notification in your Messages List.

As you work on a service order, the Service Status icon indicates the current status of an order and changes to reflect actions as they are taken.

- The service order has not been assigned to a user or team.

- The service order has been assigned to a user or team but has not been started.

- The service order has been started.

- The service order was started but work has been stopped due to missing parts, resources needed, shift ending, etc.

- The service order is completed. Completed service orders are removed from all workspaces.

- The service order has been deferred until a later date and time.

- The service order has been voided and is not available to work on.

Watch the video: Start and complete service orders.

This section lets you know the location of the issue reported. Tap to view additional information about the location, including its current status (for guestrooms), part information (for equipment), and other recent service orders that have been created for it. To return to the previous screen, tap .

Room or equipment type, defined in the Rooms or Equipment, displays beneath it.

For properties with HotSOS Housekeeping, room status displays on the right side.

Tap Location card

My Orders

Orders this user created for this location.

Open Orders

Orders still waiting to be addressed for this location created by any respondent.

Recently Closed Orders

Orders for this location closed in the past seven days.

If the service order is related to an in-house guest, the following information is shown:

Personal Information -

• Guest name

• Stay date

• Number of adults/Children sharing the room

• VIP status (Platinum, Gold, V2, etc.)

For properties with HotSOS Housekeeping, the reservation status icon displays on the right side:

• Checked out

• In-house

• Reserved

Group

The group number the guest booked with.

Special Requests

Any special requests the guest made with their reservation such as Pac 'n' Play, Pet Amenity, Rollaway, etc.

Person Assigned/Unassigned

Service order is assigned.

Service order is unassigned.

To manage person assignment

1. Tap or
2. Enter the first few letters of the person's first or last name, and then select that person from the list.
3. Tap .

Team Assigned/Unassigned

Service order is assigned to a team.

Service order is not assign to a team.

To assign to a team

1. Tap or .
2. Enter the first few letters of the team's name, and then select that team from the list.
3. Tap .

A remark is a comment that provides additional information about a service order. For example, when you stop a service order, add a remark that explains why you can't complete the work. The most recent remark is displayed in this section. Tap to view all remarks on the service order, including a history of actions taken.

Remarks - Remarks added by users.

Actions - Actions taken on the service order (create, start/stop, complete, etc.).

System - Actions taken by HotSOS (escalations, assignments, etc.).

To add a remark

1. Tap and select Add Remark.

   Or, tap the Remarks section to open it, and then tap.

2. Enter your comments and tap .
3. To return to the previous screen, tap the back arrow.

Sometimes a photo is the easiest way to provide additional information about a service order. HotSOS lets you attach up to 6 photos (or 10 MB) to a single service order.

This section indicates the number of attachments on the service order. Tap to view those attachments.

To add an attachment

1. Tap and select Add Attachment.

   Or, tap the Attachments section to open it, and then tap .

2. Take a photo.
3. Confirm that you want to attach the photo.

To delete an attachment

Attachments can be deleted by the person who added them or a Unit Personnel Manager.

1. Tap the X next to the image name.
2. Tap .

This section applies to PM orders and inspections and shows the number of steps that are required to complete the job. Tap to see the list of steps and begin working.

This section displays any costs associated with the service order. Tap to see details about:

Parts - Parts required to complete the service order.

Recoveries - Compensation provided to the guest to retain customer loyalty.

Labor - Work required to complete the service order. HotSOS automatically calculates labor based on the progression of a service order from Start to Complete (or Start to Stop and then Start to Complete).