When viewing a work order via the Work Order Detail page, you’ll see that every work order has two statuses: the user intent status and the completion status.
User Intent -- What status your office or customer want reflected for the work order
Completion -- What actually happened on the route
The existence of these two statuses helps you to track whether or not a work order on hold was serviced anyway by the driver running their usual route.
In this article, we’ll cover:
How to see both statuses on the work order
What each user intent status means
What each completion status means
How to read the two together
How do I see both statuses on a work order?
When a work order has both a User Intent and Completion status, you’ll see the two when hovering over a work order’s status chip. For example:
From Customer Details > Services > Routing & Work Orders, you can hover over a work order’s status chip.
Or from the Work Order Detail page, hover over the status chip near the top:
If a status chip does not have User Intent status, then the status chip is showing the Completion status.
What does each User Intent status mean?
Hold -- Someone put this work order on hold.
Vacation Hold -- The customer's location has a vacation hold covering this work order's date.
Suspended -- The customer's account is suspended.
Canceled -- Someone canceled this work order.
You can set an individual work order on Hold or Canceled by clicking its status chip (or opening the 3-dot menu and choosing Service Status). Both statuses apply to the entire work order, not to a specific container.
Vacation Hold and Suspended come from the location’s vacation hold and the account’s suspension, respectively.
What does each Completion status mean?
Scheduled -- Nothing has been done yet.
In Process -- The driver has started this stop.
Serviced -- Every container at the stop was serviced.
Skipped -- Every container at the stop was skipped.
Partially Serviced -- At least one container was serviced and at least one wasn't.
Partially Skipped -- At least one container was skipped and none were serviced.
The Completion status comes from what the driver records via Hauler Hero Road or from your office if someone updates the work order in Hauler Hero CRM.
How do I read the two together?
Simply put, read User Intent as the plan and Completion status as what happened. Some common combinations:
Vacation Hold and Scheduled -- The customer is on vacation and nothing was picked up, as expected.
Hold and Serviced -- The work order was on hold, but the driver serviced it anyway. Worth a look.
Canceled and Serviced -- The driver serviced it, then someone canceled it in the office. The chip reads Serviced with a red X beside it.
Suspended and Skipped -- The account is suspended and the driver skipped the stop.
Feedback? Questions?
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