Cancelling A Service Job/Service Order

Cancelling A Service Job/Service Order

Service Jobs/Service Order can be cancelled for a variety of reasons. Examples include but are not limited to:
  1. The customer decided not to request service
  2. The service request was not entitled

Manually Cancel Service Job

A Service Job is cancelled when the corresponding Service Order status is manually changed to Closed. This process also applies when the current status does not allow the Service Job to be rescheduled or assigned.
  1. Example: If Sears was assigned to the Service Job and they rejected or cancelled the appointment via the ServiceBench portal but intend to reschedule, we would cancel the current Service Job and then create a new one on the Service Order and dispatch to Sears.
Process
  1. In the Comments, document the reason for manually closing the Service Job.
  2. Click Cancel.
  3. The Cancel Reason box opens.
    1. Select the appropriate cancel reason and enter additional comments as applicable.
    2. Click Cancel to confirm and close the box.
  4. Click Save.
  5. Verify the Service Job is Cancelled.

Manually Close Service Order

A Service Order must be closed when the customer has decided not to go through with the Service Job assignment or when coverage is not entitled.
  1. If a Service Job has been created on the closed Service Order, it must be manually cancelled.
  2. The Service Order cannot be edited after it is closed. The only option would be to create a new Service Order if necessary.
Process
  1. Document the reason for manually closing the Service Order in the Service Description field.
    1. Always add to existing notes. Do not delete or overwrite existing notes.
  2. Click Save to save the notes entered in the Service Description field.
  3. Click Close.
  4. A pop-up verification displays to confirm. Click OK.
  5. Review any additional system messages (Example: One or more related service jobs are still pending).
  6. Verify that the Service Order Status is Closed.

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