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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"meter Ordersdata" module from the main navigation menu
  • You will seefrom the Serviceside Ordersnavigation dashboard, withselect aservice tabularorder formattab showingfrom allthe ordersdevice management dropdown
  • 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
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