Respond to service orders

The Service Status icon changes to indicate the current action taken on the service order.

Notified - The service order is assigned to a user or team but hasn't been started.

Start - You've begun working on the service order.

Stop - You've stared the order but must pause it because a part you need is unavailable, you require additional assistance, your shift has ended, etc.

You may be required to add a remark when stopping orders.

Complete - You've finished working on the order. It will automatically be removed from your workspace.

Defer - The service order is deferred until a later date and time.

Void - The service order has been voided and should not be worked on.

1. Tap Service Status and select Start .
2. Address the issue, as needed.
3. When you're finished, tap the Service Status icon again, and then tap Complete.
4. Confirm the issue that you resolved. If the original issue is accurate, tap . If the original issue needs to be changed, do the following:
   • Tap the Issue field and tap the X to delete the original issue.
   • Enter a keyword to search for the issue and then select the issue from the list.
   • Tap .

When you can't complete a service order you've already started, stop it to indicate that work has been paused. You can then start the service order again at a later time or release it from your workspace so another team member can pull it into My Work.

1. Tap the service order to view its details.
2. Tap Add and select Add Remark.
3. Enter comments to explain why you stopped the service order, and then tap .
4. Tap Service Status and select Stop .

The person who resumes work on a stopped service order must change its status back to Start before continuing.

Defer service orders that have not yet been started. For example, a guest has made a request and you have entered the service order. Then the guest calls to ask for a delay of 1 hour before the staff responds. Or consider this: the bathroom door needs painting but the guestroom is currently occupied. You defer the service order until the room becomes vacant.

1. Tap Service Status and select Defer.
2. Select the Action Date and Action Time when work can resume, and then tap .

You must have SO Manager role to perform this action. Void deletes the service order and sends a notification to the original recipients.

1. Tap Service Status and tap Void .
2. Enter a Remark that briefly describes why the service order is being voided (for example, "Guest changed mind" or "Wrong room").
3. Tap .

Users assigned Barcode Restricted Respondent role are required to scan room and equipment barcodes or QR codes to create, start, stop and complete an order. HotSOS Mobile has a built-in scanner that reads both barcodes or QR codes.

Barcode or QR code to apply action:

1. Tap Service Status icon.

2. Tap to select the icon for the action required.

3. Align camera with the barcode or QR code until the status changes.

If the action taken has additional options, you will be prompted.