Handling Service Orders

A Service Order is the formal repair record in GTRV. It links to a Support Ticket, tracks status from intake through completion, and stores Customer Signature proof at receiving and release. As a technician, you own the order once it is assigned to your dealership.

See Service Orders and the Service Order Lifecycle concept page for background.

Opening a service order#

1. 1

   Start from the ticket

   Open Support → Tickets and select the customer's ticket. On the Overview tab, check Service Order. If empty, click Create service order.

2. 2

   Confirm the link

   In the Create Service Order drawer, the Support Ticket field must reference the correct ticket code. Optionally enter an ERP Quote ID if your shop uses external quoting.

3. 3

   Submit

   Click Create Service Order. The ticket now shows a Linked service order and the order appears under Support → Service Orders with status Open.

You can also create orders from Support → Service Orders via New Service Order when a ticket already exists.

Create Service Order drawer linked to a support ticket

Service order tabs#

On Service Order Details, use three tabs:

Tab	Purpose
Overview	Status, authorization, diagnosis, checklist summary, Customer Signature
Items	Line items on the order — Warranty vs Billable
Checklist	Receiving and Release inspections

Open Actions (drawer) for ERP References, Diagnosis, Customer Approval, and Update Status.

Documenting the repair#

Save diagnosis#

1. Open Actions → Diagnosis.
2. Enter findings in Diagnosis verdict — root cause and tests run.
3. Click Save diagnosis.

This is your primary labor documentation. Keep it factual; warranty reviewers read it alongside checklist photos.

Attach photos#

Photos belong on checklist items (not a separate labor gallery). During Receiving or Release, open Update inspection and use Add photos for each relevant category — especially damage documentation before disassembly.

Status workflow#

Move the order forward with Actions → Update Status → Next status → Update Status:

Status	Technician action
Open	Order created; start Receiving checklist
Diagnosing	Diagnosis verdict saved; root cause identified
Waiting Parts	Order on hold; waiting to resume
Awaiting Approval	Customer must authorize billable work — see below
In Progress	Repair underway; checklist updates
Completed	Release checklist done; drone ready for pickup
Cancelled	Job aborted — document why in diagnosis

Actions drawer with Update Status and diagnosis fields

Customer approval#

Before starting Billable work, you may need customer authorization:

1. Ensure billable items are classified correctly on the Items tab.
2. Open Actions → Customer Approval and follow the prompt to Request Approval.
3. Watch Authorization on the overview — Pending until Signed.
4. Advance to Waiting Parts or In Progress only after approval when required.

Customer signoff at handoff#

Before setting Completed:

1. 1

   Finish the Release checklist

   Switch the checklist phase to Release and verify every item. Resolve any Issue Found rows or document them in notes.

2. 2

   Capture Customer Signature

   On Overview, find Customer Signature for the release phase. Click Capture Signature, have the customer draw in the canvas, enter Full name, and click Register Signature.

3. 3

   Complete the order

   Open Actions, set Next status to Completed, and click Update Status.

The ticket timeline records Release checklist completed and Release signature events automatically.

After completion#

• Confirm warranty items show Set as Warranty and are not yet Already in a warranty batch if you plan to claim them.
• Direct the customer to any open Support conversation on the ticket if follow-up is needed.
• File warranty items via Filing Warranty Claims.

Related reading#

• Filing Warranty Claims
• Support Tickets — ticket ↔ order linkage