Smart360 Meter Service Orders - FAQs

Getting Started & Access

Q1: How do I access the Meter Service Orders module in Smart360? A: To access the service orders system:

Log into the Smart360 system using your credentials
Navigate to the Service Orders module from the main navigation menu
You will see the Service Orders dashboard with a tabular format showing all orders
Use the status tabs and filters to view specific categories of service orders

Q2: What are the different service order statuses and what do they mean? A: Service orders follow a defined progression with five status types:

Created (Gray): Service order has been submitted but not yet assigned to field teams
Assigned (Purple): Service order has been assigned to a technician or field team
In Progress (Blue): Work is currently being performed on the service order
Completed (Green): Field work has been finished and documented
Approved (Green): Service order has been reviewed and approved by management

Q3: Who can access the Service Order Management system and what permissions are required? A: Access is typically granted to:

Meter Manager/Supervisor: Full access to create, track, and manage all service orders
Field Supervisors: Access to view assigned orders and update status
Field Technicians: Limited access to view their assigned orders and update progress
System Administrators: Full configuration access and user management
Billing Staff: Read-only access to view completed service orders

Creating Service Orders

Q4: How do I create a new service order for one or multiple meters?

A: To create a service order:

Click the "Create Service Order" button from the main service orders screen
Meter Selection: Search for meters by device number, consumer name, or location
Check the boxes next to the desired meters (single or multiple selection)
Click "Next" to proceed to service type selection
Service Configuration: Choose Service Type from dropdown (Installation, Replacement, Uninstall, Maintenance)
Select appropriate Standard Operating Procedure (SOP) based on service type
Click "Next" to continue to final details
Final Details: Add notes or special instructions if needed
Review Service Order Summary showing selected meters, service type, and SOP
Click "Create Order" to submit (order will appear with "Created" status)

Q5: What are the different service types available and when should I use each? A: Available service types include:

Installation: For new meter deployments or first-time installations
Replacement: When existing meters need to be replaced due to age, damage, or malfunction
Uninstall: For removing meters from service locations (disconnections, relocations)
Maintenance: For routine upkeep, calibration, or repair of existing meters
Disposal: For permanently removing meters that have reached end-of-life

Q6: How do I select multiple meters for a batch service order? A: For batch service order creation:

Use the search functionality to find meters requiring similar service
Check individual boxes next to each meter you want to include
Use "Select All" option if all displayed meters need the same service
View the count of selected meters (e.g., "3 meters selected")
Important: All meters in a batch order must use the same service type and SOP
System will display all selected meters in the confirmation screen

Q7: What information do I need to provide when creating a service order? A: Required information includes:

Meter Selection: At least one meter must be selected
Service Type: Mandatory selection from predefined options
Standard Operating Procedure: Must be compatible with selected service type
Optional Information: Notes field for special instructions or requirements
System automatically generates unique work order number (WO-YYYY-###)

Q8: How do I search for specific meters when creating service orders? A: Meter search functionality includes:

Search by Device Number: Enter meter serial number or device ID
Search by Consumer Name: Find meters by customer name
Search by Location: Search using address or location information
Pagination: Navigate through multiple pages of search results
Real-time filtering: Results update as you type search terms

Tracking & Monitoring Service Orders

Q9: How do I track the progress of service orders I've created? A: To monitor service order progress:

Navigate to the Service Orders module main screen
Use status tabs to filter orders: All Orders, Created, Assigned, In Progress, Completed, Approved
Review color-coded status indicators for quick visual identification
Monitor scheduled dates against actual progress to identify delays
Click on specific orders to view detailed information
Use search functionality to find specific orders quickly

Q10: What information is displayed in the service orders tracking view? A: The tracking view shows:

Order Number: Unique identifier (e.g., WO-2023-002)
Service Type: Type of service being performed
Status: Current stage with color-coded indicator
Meter Information: Device number and details
Consumer Information: Customer name and account details
Utility Service: Type of utility service
Created Date: When the order was submitted
Created By: Who submitted the service order
Scheduled Date: When service is planned to occur

Q11: How do I filter and search for specific service orders? A: Filtering and search options include:

Status Tabs: Click tabs for Created, Assigned, In Progress, Completed, Approved
Filter Button: Access advanced filtering options by date range, service type, etc.
Search Field: Enter order number, meter information, or consumer details
Combined Filters: Use multiple criteria simultaneously for precise results
No Results Message: System displays appropriate message when no orders match criteria

Q12: How do I monitor service orders that are behind schedule? A: To identify delayed orders:

Compare scheduled dates with current date in the tracking view
Use status filtering to focus on "Assigned" or "In Progress" orders
Review orders that remain in the same status beyond expected timeframes
Generate reports on order cycle times and completion rates
Follow up with field teams on orders showing potential delays

Standard Operating Procedures (SOPs)

Q13: What are Standard Operating Procedures and how do I select the right one? A: SOPs provide standardized workflow guidance:

Service Type Specific: Each service type has corresponding SOPs
Predefined Procedures: System offers pre-configured options like "Standard Meter Replacement"
Workflow Guidance: Provides consistent instructions for field execution
Selection Process: Choose SOP based on the service type selected
Examples include: Standard Meter Installation, Emergency Meter Replacement, Preventive Maintenance

Q14: Can I customize or add new Standard Operating Procedures? A: SOP management:

System Configuration: SOPs are typically configured by system administrators
Service Type Association: Each SOP must be associated with appropriate service types
Consistency Requirements: SOPs ensure standardized field execution
Update Process: Contact system administrator for new SOP requirements
Validation: System ensures selected SOP is compatible with chosen service type

Work Order Management

Q15: What happens after I create a service order? A: Post-creation workflow:

Order automatically receives "Created" status and unique identifier
Integration: Service order is logged in WX system for dispatch purposes
Assignment Process: Field supervisors can assign orders to technicians
Status Progression: Order moves through defined workflow stages
Tracking: Order appears in tracking view for monitoring progress
Notifications: Relevant parties receive notifications of order creation

Q16: Can I modify or cancel a service order after creation? A: Service order modification rules:

No Deletion: Service orders cannot be deleted once created (per business rules)
Status Dependent: Modification capabilities may depend on current status
Change Management: Contact system administrator for significant modifications
Notes Addition: May be able to add additional notes or instructions
Audit Trail: All changes are logged for historical tracking

Q17: How do I handle duplicate service orders? A: Duplicate prevention and handling:

System Validation: Prevents creation of duplicate orders for same meter and service type
Warning Messages: System provides alerts when potential duplicates detected
Time Period Check: Duplicates prevented within configurable time periods
Conflict Detection: System alerts for conflicting orders (e.g., maintenance vs. replacement)
Resolution Process: Review existing orders before creating new ones

Status Management & Workflow

Q18: How do service orders progress through different statuses? A: Status progression follows defined workflow:

Created → Assigned: Field supervisor assigns order to technician
Assigned → In Progress: Technician begins work on service order
In Progress → Completed: Field work is finished and documented
Completed → Approved: Management reviews and approves completed work
Audit Trail: System maintains history of all status changes

Q19: What should I do if a service order gets stuck in one status? A: Troubleshooting status issues:

Status Review: Check how long order has been in current status
Field Communication: Contact assigned technician or field supervisor
Bottleneck Identification: Determine if delays are systemic or order-specific
Escalation Process: Follow organizational procedures for delayed orders
Status History: Review audit trail for status change patterns

Q20: How do I interpret the color-coded status indicators? A: Status color coding system:

Gray (Created): Order submitted but not yet assigned
Purple (Assigned): Order assigned to field team but work not started
Blue (In Progress): Active work being performed
Green (Completed): Work finished but awaiting approval
Green (Approved): Final approval completed, order closed
Visual indicators provide immediate status recognition across the interface

Reporting & Analytics

Q21: What reporting capabilities are available for service orders? A: Reporting features include:

Status Reports: Analysis of orders by current status and completion rates
Performance Metrics: Cycle times from creation to completion
Service Type Analysis: Breakdown of order types and frequency
Workload Reports: Distribution of orders across field teams
Historical Trends: Long-term patterns in service order creation and completion

Q22: How do I analyze service order performance and efficiency? A: Performance analysis includes:

Cycle Time Tracking: Measure time spent in each status stage
Completion Rates: Percentage of orders completed within scheduled timeframes
Bottleneck Identification: Stages where orders spend excessive time
Resource Utilization: Workload distribution and field team efficiency
Service Type Trends: Patterns in different types of service requests

Q23: How can I use service order data for planning and forecasting? A: Planning applications:

Demand Forecasting: Historical patterns to predict future service needs
Resource Planning: Allocate field teams based on service order volume
Maintenance Scheduling: Proactive maintenance based on service patterns
Budget Planning: Cost estimation based on service type frequency
Performance Targets: Set realistic goals based on historical performance

Troubleshooting & Best Practices

Q24: What should I do if I get validation errors when creating service orders? A: Error resolution steps:

Required Fields: Ensure all mandatory fields are completed
Meter Selection: Verify at least one meter is selected
Service Type: Confirm valid service type is chosen
SOP Compatibility: Ensure selected SOP matches service type
Error Messages: Read specific validation messages for guidance
Field Verification: Double-check all entered information for accuracy

Q25: How do I handle emergency or urgent service orders? A: Emergency order management:

Priority Indicators: Use notes field to indicate urgency
Emergency SOPs: Select appropriate emergency procedures when available
Communication: Contact field teams directly for urgent orders
Status Monitoring: Track emergency orders more frequently
Escalation: Follow organizational procedures for emergency response

Q26: What are the best practices for efficient service order management? A: Best practices include:

Batch Processing: Group similar service orders for efficiency
Regular Monitoring: Check order status daily during business hours
Clear Documentation: Use notes field for special instructions or requirements
Proactive Communication: Coordinate with field teams on scheduling
Status Tracking: Monitor orders that remain in same status too long
Performance Review: Regularly analyze completion rates and cycle times

Q27: How do I ensure service orders are completed on schedule? A: Schedule management strategies:

Realistic Scheduling: Set achievable completion dates based on workload
Progress Monitoring: Track orders approaching scheduled dates
Resource Allocation: Ensure adequate field resources for scheduled work
Contingency Planning: Have backup plans for delayed or complex orders
Communication: Maintain regular contact with field teams on schedule adherence

Q28: What should I do if I can't find a specific meter when creating a service order? A: Meter search troubleshooting:

Search Variations: Try different search terms (device number, consumer name, location)
Partial Matching: Use partial device numbers or consumer names
Meter Status: Verify meter is not already assigned to another active order
Database Verification: Confirm meter exists in the system
Alternative Search: Use different search criteria or browse meter inventory

Q29: How do I handle conflicts between different service orders for the same meter? A: Conflict resolution:

System Alerts: Review warnings about conflicting service types
Priority Assessment: Determine which service is more urgent or appropriate
Order Coordination: Ensure conflicting orders don't proceed simultaneously
Field Communication: Coordinate with technicians about conflicting orders
Management Escalation: Involve supervisors for complex conflict resolution

Q30: What training and resources are available for service order management? A: Training and support resources:

System Documentation: Access user guides and process documentation
Training Sessions: Participate in formal training programs
Best Practices: Learn from experienced users and system administrators
Support Channels: Contact system support for technical issues
Process Improvement: Participate in workflow optimization initiatives
Regular Updates: Stay informed about system enhancements and new features