Contents

Orders

Purpose

This article is written to help you learn about the concepts of Orders within DRS.

What are Orders?

Orders are generally created from your back office system, housing management system or CRM and passed into DRS. This contains all the data required to deliver the piece of work, such as; the issue that the Customer has raised, the priority of the work, the contract, any contact details, the reference number for the work and the target date of when it should be completed. This is then linked to the Customer Record, and a Job Record with the required scheduling details to deliver the task.

Orders can contain multiple Jobs within DRS and acts as the main reference for each subsequent visit to get the piece of work completed.


Viewing an Order

To access an Order, click on the Orders menu item from the left hand navigation to be taken to the Order screen.

From here you can click on any Order to be taken to the Order Details screen

To see associated Jobs click on Show Data in the Jobs section


Detailed Fields on Orders

The following table details the possible options within the Order. Fields marked in BOLD are mandatory.

Field Name

Description

Name

Will usually contain the primary order number from the back office system and is used in views to search for orders.

Primary Order Number

see Name, provided from back office. If Name is different primary order number will be held here

Contact Name

These will be displayed automatically based on customer provided on the order with UPRN mapping - Jobs map to Orders, Orders map to Customers.

Customer ID

These will be displayed automatically based on customer provided on the order with UPRN mapping - Jobs map to Orders, Orders map to Customers.

Address

These will be displayed automatically based on customer provided on the order with UPRN mapping - Jobs map to Orders, Orders map to Customers.

Opening Hours for this order

These can be configured separately from the customer at this level. Otherwise, this detail will be inherited from the customer setup if applied.

Mandatory/Preferred/Forbidden Workers

These can be configured separately from the customer at this level. Otherwise, this detail will be inherited from the customer setup if applied.

Target Date

Provided from the back-office system based on customer SLA’s, the window for appointing work in DRS is created from creation date to target date at appointment level.

Priority

Priority is mandatory and will be provided with values from the back office system. These must match the closed list Business Data you have configured. Priority will be based on categorisation of the work in the back-office system such as standard, routine or emergency for example.

Contract

Contract is mandatory and will be provided with values from the back office system. These must match the closed list Business Data you have configured. Contract can be based on the contractor value required to do the work or from the contractor policies etc. setup in the back office system.

Sub Contract

Subcontract can be populated in the same way as Contract, but is not Mandatory. These must match the closed list Business Data you have configured. Priority will be based on categorisation of the work in the back-office system such as standard, routine or emergency for example.


Adding an Order

Orders can be created directly within DRS. Orders created directly within DRS will not typically align with your integrating Housing System.

Clicking ADD will require you to select the Agency the Order will be aligned with.

You will be offered a Customer selector to identify the Order location. You may need to search for your required customer to find the right one.

If you have Service Order Templates configured, you will be offered the opportunity to Select a Template. This can be left blank. You will need to set the START DATE for the Order, which will be used as the default Earliest Start Date.

You will need to complete all Mandatory fields at a minimum, marked with *'s. The table above provide an explanation of the expected data within the fields.


Edit an Order

Select an Order by placing a tick in the check box and selecting edit (or by right clicking your mouse on the entry), this will take you back to the Order Details screen for amendments to be applied, once done click save.

Field requirements are as above within the viewing screen.


Delete an Order

Select an Order by placing a tick in the check box and selecting Delete, this will remove the Order and any associated jobs from the system.

WARNING: This function cannot be reversed

Comments

Free text comments can be held against both Orders and Jobs.  Comments are typically used to record further information from either the Customer, Contact Centre, Planner or Worker.

How to see the Order Comments

On the Order screen, see the Order Comments within the Order section.

How to edit the Order Comments

On the Order screen, click edit, change the Order Comments, then click save.

You can also edit comments via the Update comments button.

Was this article useful?

Customers

Jobs

Contact