Service Orders
Create, manage, and track service requests throughout their lifecycle.
Overview
Service orders represent individual service requests within a port call. Each service order is assigned to a vendor and tracked through completion. Common service types include:
Creating Service Orders
Service orders can be created in several ways:
Method 1: From Port Call
Open a port call and click "Add Service Order". The port call details will be automatically linked to the new order.
Method 2: Using Playbooks
Apply a playbook to a port call to automatically create multiple service orders based on predefined templates. Learn more about playbooks.
Method 3: Direct Creation
Navigate to Service Orders in the sidebar and click "New Order". You'll need to manually select the port call to associate with.
Order Workflow
Service orders follow a structured workflow from creation to completion:
Order created, awaiting vendor assignment
Vendor has been assigned to the order
Vendor has confirmed they will complete the service
Service is currently being performed
Service has been completed successfully
Order was cancelled before completion
Vendor Assignment
Service orders must be assigned to a vendor for fulfillment. You have several options:
Direct Assignment
Assign the order directly to a specific vendor from your approved vendor list.
RFQ Process
Create an RFQ to request quotes from multiple vendors and select the best offer.
SLA Management
Service Level Agreements (SLAs) help ensure services are completed on time. Each service order can have an SLA deadline based on:
- Service type default SLA hours
- Manual deadline override
- Priority level adjustments
More than 25% of SLA time remaining
Less than 25% of SLA time remaining
SLA deadline has passed
SLA Escalation
Orders at risk of breaching SLA can be escalated. Escalation levels increase visibility and notify additional stakeholders to ensure timely completion.
Learn about Vendors
Manage your vendor network and track performance.