Repair Order Overview

The Repair Order section of the platform provides a listing of all repair orders created on the platform. To create a repair order on a unit, it must first be added and activated. In general, Customer users (and subusers) add and manage units, and Vendor users (and subusers) perform the repair orders.

To get to the Repair Order section, tap the Repair Orders option on the navigation menu.

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Repair Order Status

Repair orders can have the following status:

1. Not Started - The repair order has been created, but has not yet been started.
2. In Progress - The repair order has been started, but has not yet been finished.
3. Waiting - The repair order has reached the customer's estimate approval threshold, and is awaiting customer approval.
4. Finished - The repair order has been approved (if required), and is complete.
5. Invoiced - The repair order is finished, and an invoice has been sent to the customer.
6. Paid - The invoiced repair order has been paid by the customer.
7. Deleted - If a repair order was deleted within the Repair Order section of the platform, it will be accessible via a period of time before it is permanently deleted.

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Creating Repair Orders

Vendors can create repair orders for customers they are connected to in the platform, or for Fleetrock directly (for Fleetrock-managed units). To create a repair order:

1. Within Repair Orders, tap the Create Repair Order option.
2. Customers that create their own repair orders will have an Include Note option. If checked, the added note text will be included as a note when the RO is created. To organize the note gathering process, Customer and Customer Admin users can create note templates for users on their account.
3. If multiple customers are available, select the appropriate Customer.
4. Select the Unit Number (a Group can be selected to filter the Unit list, but is not required).
5. If multiple vendors are available, select the appropriate Vendor.
6. Tap the Create button.

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Vendor Network

Customers that create their own repair orders and have added more than 50 vendors can utilize the advanced Vendor Network search functionality. To utilize the Vendor Network search:

1. Within Repair Orders, tap the Create Repair Order option.
2. Instead of selecting a specfic vendor, leave the Vendor field blank (or if you have less than 1000 vendors, select the Add Later... option in the dropdown list).
3. Tap the Create button.
4. Once inside the new repair order, tap the Add Vendor button to display the Vendor Network search.
5. Within the Vendor Network search you can select various filters and enter unit location information (if telematics is configured, the location will automatically be populated).
6. After a location is entered, tap the Search button to see the list of available vendors, ordered by distance.
7. If a vendor declines service, you can record that information by tapping the Add Vendor Decline link while the vendor is selected (decline history can be viewed on the vendor's Company Information page, and can also be viewed in Analytics).
8. When a vendor is ready to be added to the repair order, tap the Apply button.

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Adding Tasks

Before a repair can be started, a task must be added. After a repair order is created:

1. Tap the Add Task option.
2. Select System Code and System-Component Code.
3. Add the Complaint, Cause, and Correction.
4. Assign the task to a Technician. If a Customer is creating their own repair orders, they can assign tasks to Managers.
   • If you have a role that can be assigned a task, any task that is assigned to another user will appear faded (this is simply a visual indicator, and does impact functionality).
5. Select Labor Type. Labor rate and tax will default to the values added to the vendor's rate card.
6. After adding labor type, select whether or not the labor has a Warranty Claim.
   • If you select No, the platform will check for potential warranty conditions that may apply.
   • If you select Yes, you will be prompted to include the Total Warranty Savings - this value will be used for cost savings analysis only, and will not appear on the repair order.
   • To create a warranty claim within the platform, check the Create Claim option.
7. Next, add Labor Hours. If the vendor has turned on the Task Timer feature, a start/stop timer to track labor hours will be available on each task. Tap the  OFF button to turn the timer  ON, then tap the same button again to toggle the timer off and add the accumulated time to the task.
8. Labor Tax can be calculated using a percentage (%), or a fixed dollar amount can be used (you can toggle between both options by tapping the icon). Note that Labor Price and Labor Tax can be manually overridden.
9. Tap the Add button.

If multiple technicians need to work on the same task, a duplicate task can be added (tasks with the same System-Component Code, Complaint, Cause, and Correction will appear combined on estimates and invoices). This can quickly be accomplished using the Split Task option:

1. Tap the icon that appears next to the task header and select   Split Task.
2. When a task is split, a new task with the same information will be added to the repair order.

If multiple users are working on a repair, it can sometimes be helpful to mark a task as finished when it is complete. To mark a task finished:

1. Tap the icon that appears next to the task header and select   Mark Finished.
2. Alternatively, if the Task Timer feature has been enabled, you can select the option Mark this task as Finished when stopping the timer and adding the accumulated time.
3. When a task is marked as finished, a green checkmark will be placed next to the task header as a visual indicator that the task is finished.

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Adding Parts

After a task is added to a repair, a part can be added to the task. To add a part to the task:

1. Tap the Add Part button.
2. Select System Code and Part.
3. If the part you need is not currently in inventory, you can select the Add new part... option at the bottom of the list (learn more about adding parts to inventory).
4. If the part you are adding is categorized under System Code 013, 017, or 018, you can select the Position of the part being installed.
   • When adding a tire, Position is required (accurate tire position is critical for some analytics functionality). Tires should always display the icon - if this is not visible next to the tire, the platform will not recognize the part as a tire and tire reports in analytics will not be accurate.
   • For all other parts within these categories, Position is optional and should only be used when applicable.
5. Next, select whether or not the part has a Warranty Claim.
   • If you select No, the platform will check for potential warranty conditions that may apply.
   • If you select Yes, you will be prompted to include the Total Warranty Savings - this value will be used for cost savings analysis only, and will not appear on the repair order.
   • To create a warranty claim within the platform, check the Create Claim option.
6. After warranty updates, select Quantity (Part Price will default to the inventory price of the part).
7. Part Tax can be calculated using a percentage (%), or a fixed dollar amount can be used (you can toggle between both options by tapping the icon). Note that Part Price and Part Tax can be manually overridden.
8. Tap the Add to Task button.

If using the mobile app, you can quickly add a part by scanning a barcode (a barcode must first be setup and associated with the part). To scan a part barcode:

1. Tap the icon that appears next to the task header and select   Scan Part Barcode.
2. Next, snap a picture of the barcode or select a picture of the barcode from your library.
3. If the barcode can be matched to an existing part under the RO vendor, the part will be automatically selected.

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Task Templates

After a repair order is created, a Task Template can be used to quickly add a saved task to a repair order. Task Templates are vendor-specific, and will only be accessible on repair orders that utilize the same vendor (i.e. if additional vendor locations are used, a separate template must be saved for each).

To save a Task Template (this option is not available to Technician users):

1. Add a task (and parts, if applicable) to a repair order.
2. Note(s) can also be associated with the task.
3. After the task has been added, tap the icon that appears next to the task header and select   Save Template.
4. Next, enter the Template Name and tap the Save button.
5. Note that the template is linked to the selected task - modifying the original saved task will modify the template.

To use a Task Template:

1. If a Task Template has been saved for the vendor, you will see a on the Add Task   option.
2. If available, tap the Add Task   button and select Template Task.
3. Select the appropriate template, and tap the Add button.

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Starting a Repair Order

After a repair order is created, and a Task has been added:

1. Tap the Start Repair Order option.
2. Select an Expected Finish date.
3. Tap the Update button.

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Finishing a Repair

To finish a repair order:

1. At least one task must be added to a repair in order to finish.
2. Tap the Finish Repair Order option.
3. If the repair order estimate is above the automatic approval threshold setup by the Customer, the repair will move to Waiting status until the customer approves (the customer contact will receive an automatic email and dashboard notification).
4. Once the repair is approved (or if it did not need to be approved), it will move to Finished status.
5. After the repair is moved to Finished status, the date is automatically recorded. Vendor users can manually modify the finish date prior to invoicing.

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Additional Charges

Additional charge defaults can be customized in the Rate Card section of Vendor Settings, and they can also be added/modified directly in a repair order. To add/modify an additional charge directly in a repair order:

1. If an additional charge has already been added to the repair by default, tap the additional charge line item appearing within the Summary box in the lower-right corner to edit.
2. If an additional charge has not been added to the repair, tap the Add   button appearing at the bottom of the Summary box in the lower-right corner and select Additional Charges.
3. Select Percentage (which can be capped using Percentage Charge Cap) and/or up to two Flat Rate charges, and include description(s). The additional charge line item(s) will appear on the estimate/invoice.
4. Tap the Update button.

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Adding a Credit

To add a credit to a repair order:

1. Tap the Add   button, appearing at the bottom of the Summary box in the lower-right corner and select Credit.
2. Select Credit Name and Credit Amount - both will appear on the estimate/invoice (note that the credit amount can not be greater than the Grand Total).
3. Tap the Update button.

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Creating Estimates and Invoices

After a repair is started and before it is finished, an estimate can be created. After a repair is finished, an invoice can be created. To create an estimate and/or invoice:

1. While a repair order is In Progress, an estimate can be created by tapping the Create Estimate option.
2. Once the Finish Repair Order option is selected, the estimate option is removed and the Create Invoice option becomes available.
3. After an invoice is created, an email is sent to the customer contact and the repair order is no longer editable.
4. The invoice will then be added to a statement in the Billing section of the platform.

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Undoing an Invoice

If a repair has been invoiced and has not yet been paid, it can be undone in certain situations. To avoid confusion and payment issues, always communicate directly with the customer prior to undoing an invoice. Please note that the customer receives a notification when a repair is invoiced, and will receive another notification if the invoice is undone.

The Undo Invoice option will be available in the following situations:

• If you are a Vendor user, and are working with a connected customer. In this situation, the option to undo will NOT be available to Supervisor or Technician users.
• If both the vendor and customer on the repair are users within the same account (i.e. NOT a connection).

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Cloning an Invoice

Customers that create their own repair orders and provide managed maintenance services can clone and modify invoices. To generate an invoice clone:

1. First, make sure that the setting is turned on:
   • Within Settings, expand the RO Options section.
   • Select Features from the Type list.
   • Check the Include option to clone and edit invoices option.
2. When this setting is turned on, a Clone button will appear at the bottom of every invoice. Tap this button to generate an editable clone of the invoice, which can be printed for third party billing purposes.
3. Cloned invoices will appear under a new Cloned Invoices tab within the Repair Orders section.
4. Cloned invoices can have the following status:
   1. Draft - The cloned invoice does not have an invoiced or paid date.
   2. Invoiced - The cloned invoice has an invoiced date, but does not have a paid date.
   3. Paid - The cloned invoice has both an invoiced date and paid date.

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Unapplied Time

Vendors have the option to track technician time that is not applied to repair orders. To track unapplied time:

1. First, make sure that the setting is turned on:
   • Within Settings, expand the RO Options section.
   • Check the Include Unapplied Time tab to track non-RO activity option.
2. When this setting is turned on, a new Unapplied Time tab within the Repair Orders section.
3. Within this new section, tap the Add Unapplied Time option to add unapplied time.
4. Unapplied time can have the following status:
   1. Not Started - The task does not have a start date.
   2. In Progress - The task has a start date, but is not finished.
   3. Finished - The task is complete.

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Rating Repair Orders

After a repair order is invoiced, it can be rated 1-5 stars with optional comments. Ratings are important to vendors, as they can be used by other customers when searching for vendors. To rate an invoice:

1. Open a repair order that has been invoiced.
2. Tap on a at the top of the page.
3. You can return to the invoice at any time in the future to update your ratings and/or comments.

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Public and Private Notes

Public and private notes can be added to a repair order at any time prior to invoicing. To add a note:

1. Tap the Add Note button or Add Private Note button.
2. Select an Associated Task if you would like to associate the note with a specific task (this is only applicable to public notes). If selected, the note will be displayed under the task. Otherwise, the note will appear at the bottom of the repair order.
3. Add a text Note, and/or include a file attachment.
4. Public notes and attachments are visible to the customer on estimates and invoices.
5. Private notes and attachments are only visible to the vendor, and do not appear on estimates/invoices.

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RO Priority

An RO can be flagged as Scheduled, Unscheduled, or Emergency/Breakdown. Setting an RO priority allows for additional analytics filtering options and dashboard notifications. To flag RO priority:

1. While creating an RO, tap the option at the top of the screen.
2. Next, select the Priority Status.
3. Tap the Update RO button.

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Tagging an RO

Custom tag(s) can be added to repair orders, which can then be used as additional filtering options within analytics. To tag an RO:

1. While creating an RO, tap the option at the top of the screen.
2. Next, select the tag(s) you'd like to add to the RO under the Available Tags tab, or create a new tag under the Create Tag tab.
3. Vendors and Vendor Admins (and Customers*, when applicable) also have an option to edit existing tags using the Edit Tags option.
4. Tap the Update button.

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Notifications

After a repair order is created, there are several useful notifications you may receive. Notifications include:

• Scheduled Maintenance - You will receive a notification if a scheduled maintenance is due on the unit in the repair, and have the option to add the maintenance to the current repair.
• Open Issues - You will receive a notification if an issue is open on the unit in the repair, and have the option to add the issue to the current repair.
• Open Repairs - You will receive a notification if this unit currently has other open repairs.

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* Customers, Customer Admins, and Managers can also access these features, if the customer adds a Vendor user to their account.