Overview
You can set a customer, location, business unit, or work order type where no sales are expected as No Charge/Non-Opportunity by default. This helps to streamline the work order creation process, create more accurate accounting records, and ensure accurate technician and CSR sales reporting.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Things to know
A no charge work order is where the customer isn't charged for the service (e.g., recall and warranty work orders). It doesn't affect technician conversion rates. Income items can be added to the invoice; if the subtotal is at or above the sold threshold, the work order counts as converted.
When a technician is on a work order and sells an estimate to be done on another work order, the original work order is automatically marked as No Charge/Non-Opportunity. This excludes the initial work order, where no payment is expected, from certain work order performance KPIs and makes sure that the technician’s metrics are not negatively impacted.
Note: The initial work order is still marked automatically as No Charge/Non-Opportunity if a technician adds tasks (not services or materials) on an invoice and the invoice subtotal for that initial work order is below the work order Sold threshold for that work order type. For more, see Use a sold threshold for work order types
If the invoice subtotal of a work order marked as no charge / non-opportunity is equal to or above the work order sold threshold, the work order will no longer be considered non-convertible and will be counted as a Convertible work order in all reporting and KPIs.
When marking business units as no charge / non-opportunity by default, you can further specify whether work orders for residential or commercial customers should be marked as no charge / non-opportunity by default.
Use cases
Technicians are not expected to make sales at certain work orders, like recall work orders, warranty work orders, and other complimentary services. Those work order types can be marked as no charge / non-opportunity by default.
If you want to separate your work order records and accounting for no charge work orders from the rest of your work orders, you can set up a business unit exclusively for those work orders.
You can mark the Customer Record for an insurance company as no charge / non-opportunity by default because you don't need to count conversions for work orders for them.
If one of your Location Records is for someone who isn't going to be charged, like a relative of the company owner, you can mark that location as no charge / non-opportunity by default.
The business unit for install teams can be marked as no charge / non-opportunity by default since conversion isn't typically a factor in install work orders.
Set a customer or location as no charge by default
After you set a customer as no charge / non-opportunity by default, any work order created for this customer will be a no charge / non-opportunity work order. This setting will apply to all of the service locations associated with the customer record as well.
Note: For locations, only work orders for that location will be marked as no charge / non-opportunity by default. Other locations also associated with the customer will be marked normally.
On the customer or location record, click Edit
next to the customer or location name.
On the Edit screen that opens, select No Charge/Unconvertible by default.
When finished, click Save.
Set a business unit as no charge by default
Go to the navigation bar and click Settings
.In the side panel, go to Operations > Business Units.
Click Edit next to the business unit you would like to mark as no charge / non-opportunity by default.
Select at least one of the options for marking the business unit as no charge / non-opportunity by default.
Mark work orders from this business unit as No Charge / Unconvertible by default: Any work order created within this business unit will be automatically set as a No Charge work order.
Mark work orders for Residential customers from this business unit as No Charge / Unconvertible by default: Within this business unit, only residential customers will not be charged.
Mark work orders for Commercial customers from this business unit as No Charge / Unconvertible by default: Within this business unit, only commercial customers will not be charged.
When finished, click Save.
Set a work order type as no charge by default
Setting up work order types as no charge ensures that any work order created under this work order type is marked as no charge / non-opportunity by default.
Go to the navigation bar and click Settings
.In the side panel, go to Operations > Work Order Types.
Click Edit next to the work order type you would like to mark as no charge / non-opportunity by default.
Select the No Charge/Unconvertible by default checkbox.
When finished, click Save.
Want to learn more?
Visit ServiceTitan Academy to enroll in Managing Job Type Settings