Fleet · Daily operations · 12 min read

Handle service requests and complete work orders

Turn a problem into a work order, add parts, labour and outside work, get approval, issue stock and complete the job.

Before you begin

• A service request exists, or you know the vehicle and the work needed.
• For parts from stock, the parts exist in Inventory and are in the work order's warehouse. The warehouse comes from the workshop, then Fleet Settings, then the company default.
• Workshops (internal or external) are listed under Fleet > Maintenance > Workshop.

Handle a service request

Service requests come from drivers, inspections, maintenance plans, telematics, breakdowns and accidents.

1. Open Fleet > Maintenance > Service Requests. The Open tab shows New, Review and Approved requests.
2. To raise one yourself, click New request and enter the vehicle, type, priority and what needs attention.
3. On a row click Approve or Reject, or go straight to Create work order.

A request can have one work order only: "This request already has a work order or is closed."

Create and fill a work order

1. Open Fleet > Maintenance > Work Orders and click New Work Order, or use Create work order on a request or Schedule Service on Vehicle 360.
2. Choose the Vehicle, Service, Priority, Where (Internal Workshop, External Garage, Authorized Dealer, Mobile Service) and Workshop. A workshop fills the vendor, kind and parts warehouse.
3. Describe What to do and set the Scheduled date. Save.
4. Add lines with + Part, + Labour and + Outside work. For a part, search the stock product; the cost is filled from the product. Labour with no rate uses the workshop's labour rate.
5. Save. Totals update: Parts, Labour, Outside work and Total.

Worked example

Two oil filters at AED 45, 1.5 hours of labour at AED 120, and outside work of AED 250:

Approve, schedule and start

1. Click Submit. Under the approval limit (default AED 5,000) the order goes straight to Approved.
2. Above the limit the order shows Waiting for approval and approvers are notified. A user with fleet.workorder.approve, who is not the person who submitted it, clicks Approve or Reject. A requester sees "Somebody other than the person who asked has to approve it."
3. After a rejection the order stays Draft; edit and submit again.
4. Click Schedule and choose a date, then Start work. The vehicle becomes Under Maintenance. Use Waiting parts if you must pause.

Issue parts and buy outside work

1. Click Issue parts from stock. Fleet creates an internal stock movement from the warehouse. Each line is valued at Inventory's cost, not the typed cost: two parts at a FIFO cost of AED 40 give AED 80.
2. For work done by a garage, make sure a vendor is chosen and click Raise purchase order. Lines not taken from stock go on a purchase order with VAT 5%. The vendor's bill, not Fleet, carries that cost. Only one purchase order per work order is allowed.

Issue is refused if stock is short ("Only 8 of OF-TEST is available at WH-MAIN."), if the product is tracked by lot or serial, or if it is a service product.

Complete the work order

1. Click Complete.
2. Enter the Odometer at completion, Downtime hours (blank means from start to now) and Findings.
3. Confirm.

Any remaining stock parts are issued first. A reading is recorded with source Service, which resets the maintenance plan. A Maintenance cost line equal to parts, labour and outside work is added to the ledger on the completion date, and the linked service request and breakdown are resolved. The vehicle returns to Available or Assigned.

Good to know

• A completed or cancelled work order cannot be changed: "A closed work order cannot be changed."
• To cancel an order with issued parts, first return the parts to stock in Inventory: "Parts have been issued - return them to stock in Inventory before cancelling." Cancelling otherwise removes its cost lines.
• If someone else saved the order first you see "Somebody else changed this work order. Reload it."
• The approval limit and approver are set in Fleet > Configuration > Approval Rules.