Work Order Queue & DBoard Procedures

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Admin Quick Reference Guide (QRG): Work Order Queue & DBoard Procedures

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Standard Business Model

 

Please take the time to familiarize yourself with these policies and procedures. These are our standard policies and required procedures. These steps explain how to navigate and update the daily workflow using the Work Order Queues in Vision.

Overview

Workflow Queues

• Technician RFS Post Questions
  Technicians must complete required questions when submitting a work order.
  ➤ This automatically assigns the work order to a Work Queue in Vision.
• Do NOT remove ‘Completed’ Status Ecard from the Technician’s Column.
  • This ensures Historical Data is preserved.
• Communication Standard
  All internal communication must be documented using Office Notes
  ➤ (Vision work order notes with “Customer Viewable” unchecked)
  ➤ This centralizes communication and reduces external emails

⚠️ Important
Do NOT remove or uncheck the ‘Customer Follow-up or Inquiry’ queue unless instructed by a Service Manager.

Example of Work Order Queues

Lookups tab > Work Queue Lookup

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General Steps: Opening & Monitoring Work Queues

Step 1 – Open Work Queue Lookup

• Go to the Lookups tab
• Select Work Queue Lookup

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Step 2 – Select Your Queues

• Open the required queue(s) for your role

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Step 3 – Refresh Queues

• Click Refresh regularly to update

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Step 4 – Organize Your Queue

• Move the “Center” column to the far left
• Sort/filter as needed

💡 Tip:
You can customize your queue view to match your workflow.

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Step 5 – Manage Queue Assignments

• Work orders can exist in multiple queues
• Do NOT remove queues unnecessarily
• Continue workflow by checking/unchecking appropriately

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Customer Tab in Work Order (Work Order Processing)

• The Customer Tab controls workflow progression
• Queues are initially assigned via technician tablet responses
• Update queues as work progresses

Customer tab showing queue checkboxes

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Department Workflow Responsibilities

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Parts Department

Examples of Queues to Monitor

• Parts Needed
• Parts Processed

Workflow Steps

1. Technician submits Parts Requisition
2. Work order enters Parts Needed
3. Order/process parts
   ➤ Uncheck Parts Needed
   ➤ Check Parts Processed
4. When parts arrive:
   ➤ Uncheck Parts Processed
   ➤ Check Reschedule

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Will Call Process

• If parts are in stock:
  • Place on Will Call shelf
  • Add Office Note: “On Will Call”
  • Do NOT transfer to technician until pickup

➤ Uncheck Parts Needed or Processed
➤ Check Reschedule

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Important Note

• Over-the-Counter Part Sales Work Orders:
  • Set Rate Sheet = “Parts Only 2018”
  • Prevents auto-entry of Mileage/Travel

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Dispatcher / Admin

Examples of Queues to Monitor

• Completed Work Order
• Warranty
• Portal-NTE
• Reschedule ⚠️ (Priority)
• Billing Questions
• Parts Needed
• Parts Processed
• Centralized Billing

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Key Responsibilities

• Move work orders queue to:
  • Manager Review
  • Ready to Invoice
  • Billing Questions

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Reschedule Queue (Priority)

• Assign technician to return and complete work
• Used when:
  • Job incomplete
  • Parts received

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Billing Questions Queue

• Used by Corporate Billing
• Must be reviewed and returned to:
  ➤ Ready to Invoice

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DBoard Cleanup

Keep Only Essential Columns

Remove:

• Completed
• Ready to Invoice
• Parts on Order
• Parts Received

⚠️ Important
DBoard is for dispatching only
➤ Remove non-essential columns to avoid duplication efforts

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Service Manager

Examples of Queues to Monitor

• Customer Follow-up or Inquiry
• Manager Review
• Light Duty Construction

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Responsibilities

• Approve work orders
• Move to Ready to Invoice
• Monitor all queue workflows

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Light Duty Construction

Queue

• Light Duty Construction

Process

• Used for additional/internal repairs
• May require:
  • Billing
  • New work order

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Corporate Billing Agent

Examples of Queues to Monitor

• Ready to Invoice
• Warranty
• SASS
• Centralized Billing
• z-SPC (Corporate only)

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Responsibilities

• Process billing
• Maintain workflow progression

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Key Reminders

✅ Work orders can exist in multiple queues
✅ Do NOT remove required queues prematurely
✅ Always use Office Notes for communication
✅ Keep workflow moving by updating queue status
✅ DBoard = Dispatch tool only (not workflow tracking)

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