Overview
If a technician completes a work order but the problem that the customer had persists, you can create a recall work order (sometimes called a callback work order). A recall work order means the technician is essentially redoing the same work order and working on the same issue as in the original work order.
Who uses this feature
Dispatchers and CSRs
Applies to all business types
Applies to all trades
Things to know
You can only recall work orders that have been marked as completed. To make changes to an upcoming work order, see Reschedule a work order.
You can tell that a work order is a recall from the R next to the bill-to name.
Because additional sales or revenue are not expected from them, recall work orders are automatically be set as N/C (No Charge) work orders.
If you've set up recall, warranty, and lead work order guides, you can create the work order as a new work order. For more information, see Set recall, warranty, lead work order booking guides.
When creating a recall, warranty, or lead from a previous work order’s page, required custom fields and pre-populated work order summaries don’t carry over.
Create a recall work order
Find and select the completed work order from which you want to create a recall work order.
On the top right of the screen, click Work Order Actions and select Recall from the dropdown.
On the Recall Work Order pop-up, enter the relevant information, then click Book.
The new recall work order screen opens and is marked as a Recall (R) for the original work order.
Tip: Click R next to the Bill To profile to go to the original work order screen.