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 "meter data" module from the main menu
• from the side navigation , select service order tab from the device 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 : Service order has been submitted but not yet assigned to field teams
• Assigned : Service order has been assigned to a technician or field team
• In Progress : Work is currently being performed on the service order
• Completed : Field work has been finished and documented
• Approved : 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

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

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

Alternatively, you can navigate to the service order module from the main menu to track end to end progress, including the sla's.

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: SOPYes, management:

• Systemnavgiate Configuration:to SOPs are typically configured by system administrators
• Service Type Association: Each SOP must be associated with appropriatethe service types
• Consistencyorder Requirements:module SOPsin ensurethe standardized"master" fieldsection execution
• Updateyou Process:can Contactcreate, systemedit, administratoror forcustomize new SOP requirements
• Validation: System ensures selected SOP is compatible with chosen service type

SOPS's.

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:

  A: Track orderssla's approaching- scheduledweather dates

• Resourceit's Allocation:completed Ensurewithin adequate field resources for scheduled work
• Contingency Planning: Have backup plans for delayedsla or complexsla orders
• Communication:has Maintainbreached regularfrom contactthe withservice fieldorder teams on schedule adherence

module.

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