Escalation Status

The Escalation Status of a work order as a whole is based on the individual technician statuses on the technician tab. The Escalation Status is used by the Scheduled Event Manager when determining if Scheduled Events (Alarms and Notifications) should be executed or canceled. This field may also be used for reporting purposes.

Important Note: The Escalation Status will only be set if at least one Escalation Profile exists (even if it is not used) or the registry setting is in effect:

Id: sys-ffv-global-settings Setting Key: EscalationManager Setting Value: always

The system automatically evaluates your work orders to determine the Escalation Status. This evaluation occurs when a work order is:

- Initially created (from a web log, from New Call, or as a PM)

- Work Orders that are assigned to a technician or service provider with web access will be assigned an initial status of Unacknowledged (unless overridden via registry).

- Work Orders that are not initially assigned to a technician, or assigned to a technician without web access receive an escalation status of Waiting Service (unless overridden via registry).

- Sent to a Service Provider

- Accepted or Declined by a Service Provider

- Approved/Declined by a Customer

- Approved/Declined by a Dispatcher

- Sent to a Remote Technician

- Acknowledged by a Technician

- Undergoes Technician tab status changes from the Work Order or Dispatch Board

- The status will be set to Billed when the Service Invoice print/post occurs for Service Compute work orders.

The escalation status defines the status of the work order as a whole. To set this field, the system first evaluates each Technician line (TechStatus) and assigns it a priority according as shown below (credit hold is highest and tech declined is lowest). Once the Technician line with the highest priority has been found, it is used to set the corresponding WO Escalation Status as shown in the middle column.

The Work Order Status Category is derived from the WO Escalation Status, and is used to filter work orders in CRMAnywhere, FMAnywhere, and TechAnywhere. This field enables archiving functionality: work orders with a Work Order Status Category of Archived will not be displayed on the Dispatch Board.

9.1 Precedence	Tech Status	WO EscalationStatus	WOStatusCategory
10	Archived	Archived	Archived
50	Credit Hold	Credit Hold	Open
100	Unacknowledged	Unacknowledged	Open
200	Work Declined	Work Declined	Cancelled
300	WaitCustApprvl	WaitCustApprvl	Pending Ok to Start
400	WaitDispApprvl	WaitDispApprvl	Open
500	InvoiceApproved	InvoiceApproved	Completed
600	InvoiceDisputed	InvoiceDisputed	Pending Ok to Invoice
700	Onsite	Active	Open
800	Travel	Active	Open
900	On Break	Active	Open
950	Return Trip	Return Trip	Open
990	Parts Pickup (V8.1+)	Parts Pickup	Open
1000	Waiting Parts	Waiting Parts	Open
1010	Parts Ordered	Parts Ordered	Open
1012	Parts Backorder (V9.1+)	Parts Backorder	Open
1014	Parts Issue (V9.1+)	Parts Issue	Open
1016	Parts Shipped (V9.1+)	Parts Shipped	Open
1020	Parts Received	Parts Received	Open
1050	Pending	Pending	Open
1060	Checked Out	Checked Out	Open
1080	Scheduled	Scheduled	Open
1090	Rescheduled	Rescheduled	Open
1100	Waiting Service	Waiting Service	Open
1120	Quote Approved	Quote Approved	Open
1140	Waiting Quote	Waiting Quote	Open
1170	Quote Received	Quote Received	Open
1200	Hold	Hold	Open
1300	Invoice Ready	Invoice Ready	Pending Ok to Invoice
1310	Manager Review (V 9.0+)	Manager Review	Completed
1320	Invoice Review	Invoice Review	Completed
1370	Wait Paperwork	Wait Paperwork	Completed
1400	Over Budget (V 9.0+)	Over Budget	Completed
1420	Wait Tracking (V9.1+)	Wait Tracking	Completed
1440	Completed	Completed	Completed
1450	Billed	Billed	Billed
1470	No Bill	No Bill	Billed
1500	Cancelled	Cancelled	Cancelled
1600	Tech Declined	Tech Declined	Open

Special Cases

Material Direct Work Orders
Typically, a WO Type of Material Direct would be selected to record the ‘sale’ of a purchased item to a client and the client's invoice will come directly from the vendor from whom the item was purchased (instead of generating the invoice in SAM Pro). In this case, the WO Status Category will be set to ‘Archived’ instead of ‘Completed’ when the Escalation Status is set to ‘Completed’.