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OwlOps for Vendors - Receiving a Work Order Request

What to do when you receive a work order request from your customer.

Your Customer Added You To OwlOps... Now What?

Your customer uses OwlOps to keep track of their maintenance tasks. Sometimes these are assigned to internal team members and sometimes these work orders need to be assigned to a third-party vendor (i.e. YOU).

The following document walks through what to do when you you receive a work order request, how to respond through email, and how to view tasks in OwlOps.

 

 

Step 1: Receiving a Work Order Request

1. When you receive a work order request from a customer, you will receive an email that looks like the image below. 

A. View Task - automatically opens the OwlOps app where you can see all the details relating to the task you've been assigned.
B. View All Open Tasks - automatically logs you in to OwlOps to view all open tasks (if any).
C. Help for Vendors - brings you back to this Knowledge Base page.

Step 2: Responding to the Work Order Request

1. Email Replies

For a quick response, you can reply directly to the email. Simply reply to the email using your smartphone or computer adding comments or questions. You can even add attachments (PDFs, etc) of quotes or invoices. The email reply will go back to the person who requested the work.

  • "Received, we'll assign a tech ASAP"
  • "We'll have someone there tomorrow at 3pm. Please have the unit unplugged and ready for maintenance."
  • "Quote attached. Can you please respond if you'd like us to move forward with this project?"

2. Responding in OwlOps

1. Click on View Task from the email which takes you into your OwlOps account. 

2. Once in the app, you can update the customer with the following options: 

 

A. Notes: Add notes and respond with a message to the customer.
B. Schedule: Select a date from a calendar for when the service will be scheduled.
C. Request Approval: Attach a quote for the work that will be sent to an administrator who will either approve or decline the proposed work.
D. Decline Request: If you are unable to perform the service, decline the work order request. 


Click here for instructions on how to complete the work order when you're on site to keep your customer in the loop.