{"id":1405,"date":"2020-04-10T11:25:55","date_gmt":"2020-04-10T18:25:55","guid":{"rendered":"https:\/\/latchel.ticksites.com\/wp2\/?p=1405"},"modified":"2020-11-03T11:41:16","modified_gmt":"2020-11-03T18:41:16","slug":"work-order-status-definitions-maintenance-page-overview","status":"publish","type":"post","link":"https:\/\/latchel.ticksites.com\/wp2\/work-order-status-definitions-maintenance-page-overview\/","title":{"rendered":"Work Order Status Definitions (Maintenance Page Overview)"},"content":{"rendered":"<div class=\"fusion-alert alert custom alert-custom fusion-alert-left \" style=\"background-color:#e9e9ea;color:#2d3047;border-color:#2d3047;border-width:2px;\"><div class=\"fusion-alert-content-wrapper\"><span class=\"alert-icon\"><i class=\"fa-lg fa-info-circle fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-alert-content\"><ul>\n<li>This guide overviews all work order statuses and how each status affects the work order.<\/li>\n<\/ul><\/span><\/div><\/div>\n<h1 id=\"id-(CustomerGuide)HowtoRemovePropertiesandAddProperties-Content\">Content<\/h1>\n<ul>\n<li><span class=\"toc-item-body\" data-outline=\"2\">Content<\/span>\n<ul>\n<li><span class=\"toc-item-body\" data-outline=\"2.2\">Work Order Status Guide<\/span>\n<ul>\n<li><strong>Troubleshooting<\/strong><\/li>\n<li><strong>Finding Vendor<\/strong><\/li>\n<li><strong>Scheduling with Resident<\/strong><\/li>\n<li><strong>Scheduling with Vendor<\/strong><\/li>\n<li><strong>Awaiting work date<\/strong><\/li>\n<li><strong>Confirming Completion<\/strong><\/li>\n<li><strong>Getting Invoice\u00a0<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Work Order Status Guide<\/h2>\n<p><strong>Troubleshooting &#8211; <\/strong><span style=\"font-weight: 400;\">A job in Troubleshooting status means that the Latchel team is still in the process of troubleshooting the issue with residents. A maintenance request should never be in troubleshooting status for a vacant unit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a property manager, you will be completely locked out from interacting with a work order in the Troubleshooting status. We do this because our team is already in \u201cGo\u201d mode. They likely won\u2019t see your update before they\u2019ve finished troubleshooting the request.\u00a0<\/span><strong><span style=\"font-weight: 400;\">If you need to contact our team while a work order is in Troubleshooting status then you must use the button &#8211; <\/span><b>\u201cMessage Latchel Emergency Team\u201d <\/b><span style=\"font-weight: 400;\">&#8211; in the email notification received when the work order was created.<\/span><\/strong><\/p>\n<p><strong><span style=\"font-weight: 400;\"><em>See this guide on how to contact Latchel: <a href=\"https:\/\/latchel.ticksites.com\/wp2\/blog\/how-to-contact-latchel\/\">https:\/\/latchel.ticksites.com\/wp2\/blog\/how-to-contact-latchel\/<\/a><\/em><\/span><\/strong><\/p>\n<p><strong>Finding Vendor &#8211; <\/strong><span style=\"font-weight: 400;\">A job in Finding Vendor status means that we\u2019ve completed troubleshooting the request and have determined that a service provider must be dispatched. Depending on the type of work order (emergency or non-emergency), this means we will begin dispatching immediately or in the morning. We dispatch immediately in cases where there is potential property damage or an emergency occurs during normal business hours. Otherwise, we may defer dispatching until business hours to help reduce the potential service charge.<\/span><\/p>\n<p><img class=\"alignnone wp-image-1410 size-full\" src=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Finding-Vendor-e1586186004106.png\" alt=\"\" width=\"722\" height=\"194\" srcset=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Finding-Vendor-e1586186004106-200x54.png 200w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Finding-Vendor-e1586186004106-300x81.png 300w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Finding-Vendor-e1586186004106-400x107.png 400w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Finding-Vendor-e1586186004106-600x161.png 600w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Finding-Vendor-e1586186004106.png 722w\" sizes=\"(max-width: 722px) 100vw, 722px\" \/><\/p>\n<p><strong>Scheduling with Resident &#8211; <\/strong>Before the work order is sent to the service provider Latchel will gather the resident&#8217;s availability first. They may also provide access to enter if they cannot be home. This step will be <em>skipped<\/em> if the property is marked vacant!<br \/>\n<img class=\"alignnone wp-image-1412 size-full\" src=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-tenant-e1586185876650.png\" alt=\"\" width=\"681\" height=\"160\" srcset=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-tenant-e1586185876650-200x47.png 200w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-tenant-e1586185876650-300x70.png 300w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-tenant-e1586185876650-400x94.png 400w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-tenant-e1586185876650-600x141.png 600w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-tenant-e1586185876650.png 681w\" sizes=\"(max-width: 681px) 100vw, 681px\" \/><\/p>\n<p><strong>Scheduling with Vendor &#8211;<\/strong> Latchel has alerted the service provider of the work order and requires the service provider to set a confirmed work date using the residents availability. (Unless the property is marked vacant or permission to enter was granted by the resident.)<br \/>\n<img class=\"alignnone wp-image-1411 size-full\" src=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983.png\" alt=\"\" width=\"705\" height=\"146\" srcset=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983-200x41.png 200w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983-300x62.png 300w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983-400x83.png 400w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983-600x124.png 600w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983-700x146.png 700w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/scheduling-with-vendor-e1586185843983.png 705w\" sizes=\"(max-width: 705px) 100vw, 705px\" \/><br \/>\n<strong>Awaiting work date &#8211; <\/strong><span style=\"font-weight: 400;\">A job in Awaiting Work Date status means that we\u2019ve already scheduled the arrival time for the service provider. These can be 1 hour to 4 hour time windows depending on the availability of the service provider and when the emergency takes place.\u00a0<\/span><img class=\"alignnone wp-image-1413 size-full\" src=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Awaiting-work-date-e1586185810438.png\" alt=\"\" width=\"729\" height=\"151\" srcset=\"https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Awaiting-work-date-e1586185810438-200x41.png 200w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Awaiting-work-date-e1586185810438-300x62.png 300w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Awaiting-work-date-e1586185810438-400x83.png 400w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Awaiting-work-date-e1586185810438-600x124.png 600w, https:\/\/latchel.ticksites.com\/wp2\/wp-content\/uploads\/2020\/04\/Awaiting-work-date-e1586185810438.png 729w\" sizes=\"(max-width: 729px) 100vw, 729px\" \/><\/p>\n<p><strong>Confirming Completion &#8211;<\/strong> <span style=\"font-weight: 400;\">A job in Confirming Completion status means that Latchel is waiting to get confirmation that work was completed by the service provider. At the end of the work date window, Latchel\u2019s software automatically sends an SMS and an email to both the service provider and the resident to confirm completion.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><div class=\"fusion-alert alert custom alert-custom fusion-alert-left \" style=\"background-color:#e9e9ea;color:#2d3047;border-color:#2d3047;border-width:2px;\"><div class=\"fusion-alert-content-wrapper\"><span class=\"alert-icon\"><i class=\"fa-lg fa-info-circle fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-alert-content\"><\/span><\/p>\n<p><span style=\"font-weight: 400;\">All work orders will stay in confirming completion status for at least 24 hours even if the service provider has confirmed that the job was complete. This is in order to give the resident a chance to tell us if the issue returns or was not completed. Once the resident confirms <\/span><i><span style=\"font-weight: 400;\">(even if before the 24-hour mark) <\/span><\/i><span style=\"font-weight: 400;\">the work order automatically moves to Getting Invoice. If the resident does not respond then we automatically move the job to Getting Invoice. The resident still has an opportunity to provide feedback even after the job is Completed.<\/span><\/p><\/span><\/div><\/div>\n<p><strong>Getting Invoice<\/strong> &#8211; <span style=\"font-weight: 400;\">A job in Getting Invoice status means that Latchel is waiting for the service provider to create their invoice for work. Latchel only reaches out to your preferred vendors for 5 days before closing out a work order. Our process assumes that your preferred vendors will send the invoice directly to you if they don\u2019t create it on our software within 5 days. We automatically send them a notification asking them to send the invoice directly to you.\u00a0<\/span><\/p>\n<div class=\"fusion-alert alert custom alert-custom fusion-alert-left \" style=\"background-color:#e9e9ea;color:#2d3047;border-color:#2d3047;border-width:2px;\"><div class=\"fusion-alert-content-wrapper\"><span class=\"alert-icon\"><i class=\"fa-lg fa-info-circle fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-alert-content\"><p>Our software automates a daily update SMS and email message to service providers. When service providers access their dashboard, they may upload or create an invoice.<\/p>\n<p>For your preferred vendors, we send an SMS and email every 24 hours. On day 5, we automatically SMS them asking them to send the invoice directly to your team. Note: We expect your preferred vendors to work directly with you on invoicing and payment processing if they do not respond to Latchel\u2019s texts or emails.<\/p>\n<p>Latchel guarantees invoice submission for Latchel sourced service providers (LCN).<\/p><\/span><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Content Content Work Order Status Guide Troubleshooting Finding Vendor Scheduling&hellip;<\/p>\n","protected":false},"author":12,"featured_media":786,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[358],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Work Order Status Definitions (Maintenance Page Overview) | Latchel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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