Customer History - Navigate & Review for First Time Fix

Technician Quick Reference Guide: Reviewing the STATUS Screen

Always read your STATUS screen from top to bottom. This screen contains all key information for your work order.

---

Key Information to Review

1. Priority & Urgency

• Check the Priority listed next to Urgency to understand how quickly the job must be completed.

2. NTE Amount

• Look for the Not-To-Exceed (NTE) amount, if listed.

• This is the maximum approved amount for the work order.

3. Work Order Comments

• Scroll to the bottom of the page and review the Work Order Comments for instructions or important details.

---

Equipment Information

• Select the ( + ) next to Equipment to view site equipment details.

---

Notes and Communication

Office Notes

• Check the Notes tab for any dispatcher instructions.

• You can add Office Notes to communicate updates or important information to dispatch.

---

File Room & Attachments

Check the File Room for:

• Vision attachments

• Master Forms

• Customer documentation

---

Standard Operating Procedures (SOP)

If listed in Master Forms, you must review and follow the customer’s SOP.

⚠ Company Policies and Procedures require technicians to follow the customer’s instructions.

---

Customer History

To review previous work at the site:

1. Open Menu.

2. Select Customer History.

Here you can view:

• Previous Work Orders

• Registers

• File Room attachments

• Work Notes

Select Next at the bottom of the page to view additional history.

⚠ You must have an active work order to access Customer History.

---

Creating an Additional Work Order

If you discover another issue at the same location:

1. Press the PLUS (+) button on the Status Screen.

2. Create a new work order for the same customer.

Example:

• A separate warranty issue is discovered.

• Separate labor and parts between the two work orders.

---

Warranty Work

If the issue is covered under warranty:

1. Notify your dispatcher.

2. Request the Bill To be changed to the warranty vendor.

3. Document communication using Office Notes.

4. Follow the vendor’s warranty procedures.

---

✅ Tip: Carefully reviewing the STATUS screen at the start of each job helps prevent missed instructions, billing errors, or SLA violations.

•  
• Customer Lookup to create a new work order for a different customer, primarily for an After-Hour Dispatch call.​