Overview
Place a work order on hold when you need to wait for someone or something before you can move forward with it. For example:
A permit is pending
You are waiting for parts or materials to be delivered
You need authorization from a manager, subcontractor, or client
You haven't been able to get in touch with the customer to reschedule the work order
Who uses this feature
Dispatchers and CSRs
Applies to all business types
Applies to all trades
Things to know
You can view a list of all appointments that are on hold at the bottom of the Dispatch Board.
Placing a work order on hold is different than pausing it. For more, see the following articles:
Manage hold reasons
Adding work order hold reasons that accurately reflect the reasons why work orders are placed on hold helps provide accurate reporting and record-keeping. Hold reasons should be meaningful, specific, and easy to understand by everyone at your business.
Note: Only administrators and users with the correct permissions can manage hold reasons. Contact your administrator if you need permissions to manage hold reasons.
Add or edit a work order reason
Go to the top toolbar and click Settings
.In the side panel, go to Operations > Cancel and Hold Reasons.
Click Add to add a work order hold reason or Edit next to the work order hold reason you would like to change.
Click Save.
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Activate or deactivate work order hold reasons
Work order hold reasons can be deactivated or activated in bulk.
Go to the top toolbar and click the Settings
.In the side panel, go to Operations > Cancel and Hold Reasons.
Check the box or boxes for the reason or reasons you would like to activate or deactivate.
Click Activate or Deactivate.
Confirm your activation or deactivation.
Place a work order on hold
When placing a work order on hold, all appointments for that work order are placed on hold. You can reverse that action when you are ready to resume the work order.
From the work order you would like to place a hold on, click Work Order Actions > Hold All Appointments.
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Select a hold reason from the dropdown and add comments, then click Hold.
When you're ready to resume all appointments, click Work Order Actions > Remove Hold From All Appointments.
FAQ
What do you do if a service call requires a special part to be ordered?
Sell an estimate for the replacement part and choose to perform the work later.
The Sold estimate is in the Follow Up tab. You can leave it there and create the install work orderwhen the part comes in, or create the install work order now and put it on hold with a tag that says waiting for parts. A project is created when you schedule the installation. That project includes the service call and the install work order.
If you put the work order on hold, be sure to schedule a report for all the work orders you have on hold so that you don't forget about them.
What do you do if the customer needs to cancel temporarily, and we don't want to lose all of the items on the invoice?
Put the work order on hold until the customer is ready to move forward. Create a report for all work orders on hold so that you don't forget about them.