Manage a Service Order as a Technician (Tech-Only Steps Based on Approval Options)

Who this is for
Technicians who need to move a Service Order from job assignment through diagnosis and repairs, and know exactly when to pause for dispatcher/manager/customer approvals. (To see how to set these settings - Please also read this article - Configure Approval Options in Workflow Setting)

What you’ll learn
• How to accept a job and update travel status
• How to create work items from diagnosis
• When you can start repairs vs when you must wait for approvals
• How to complete repairs and submit your work
• What happens next (dispatcher/manager steps) so you’re not guessing

Why it matters
When technicians follow the same steps, work gets approved faster, repairs don’t stall, and invoices go out sooner. That means fewer re-visits, less confusion, and fewer “where are we at?” calls.

Before you start
• Make sure the Service Order is assigned to you
• Know your shop’s Approval Options (ask your dispatcher/admin if you don’t have access):

Require Dispatcher Approval for Work Items (you may need approval before you can start repairs)
Require Dispatcher Approval for Repairs (you may need approval after repairs are complete before you’re “done”)
Require Customer Consent for Work Items (customer approval may be required before repairs can proceed)
• Have your photos ready (some shops require at least one photo before you can submit work) [label]

Quick Summary (TL;DR)

Open the Service Order and accept the job.
Tap On my way → Arrived on site.
Go to Repair Board and create the work item(s) from diagnosis.
From here, follow Workflow A, Workflow B, or Workflow C (based on approvals).
Do the repairs, add photos, and submit your work.
If repairs require approval, pause until dispatcher approves repairs.
Clock out / finish the job on your side. [label]

Step-by-Step

Which workflow am I in? (Quick self-check)
Use this chart when you’re not sure why you can’t move forward.

A) Workflow A: Self-Sufficient Technician (all approvals OFF)
• You can go straight from diagnosis → repairs → submit work.
• You do not get blocked waiting on approvals.

B) Workflow B: Customer Consent (customer approval is used)
• You may get blocked waiting for customer approval before repairs can proceed.
• Dispatch/office may use Skip approval if customer approves by phone/text. [label]

C) Workflow C: Dispatcher + Manager Approvals (all approvals ON)
• You may get blocked after diagnosis (dispatcher must approve work items).
• You may get blocked after repairs are completed (dispatcher must approve repairs before you can be dismissed).

Open the Service Order and accept the job (same for all workflows)

Open the assigned Service Order
Click On my way.
Click Arrived on site.

*Note that you will see your progress updating

Review or create work item(s) from diagnosis (same for all workflows)

Go to Repair Board.
Review or enter complaint.
Enter your diagnosis -> Watch AI clean up your notes!
Add the time you estimate will take per work item
Add parts for each work item as necessary
Click Submit for each work item and finalize your diagnosis.

[add screenshot: tech-create-work-item.png, capture: Repair Board showing complaint/diagnosis fields, hours/parts, and Create button, annotate: highlight Create, caption: Create the work item from your diagnosis.]

Choose your path (jump to your workflow)
Workflow A: Self-Sufficient Technician (all approvals OFF)
Workflow B: Customer Consent (customer approval is used)
Workflow C: Dispatcher + Manager Approvals (all approvals ON)

WORKFLOW A: Self-Sufficient Technician (all approvals OFF)

Start repairs
Add notes in the service order, per work item as necessary
Upload photos (required)
Continue until the repair is complete.
Click Submit Repair per work Item.
Then click approve and Complete (2 buttons one after the other…).
Submit work from the Repairs tab. [label]
Clock out / leave the Service Order so the team knows you are no longer working on it. [label]

Expected result: Your part is complete. From here, dispatch/management handles invoicing.

WORKFLOW B: Customer Consent (customer approval is used)

If the job shows it’s waiting for customer approval, pause here.
From here your dispatcher/office will send the estimate and/or get customer approval. Once approved, continue repairs.
If the customer approves by contacting you directly, dispatch/office may use Skip approval. [label]
Start repairs [label].
Add notes (optional) [label].
Upload photos (recommended; may be required) [label].
Continue until the repair is complete.
Click Complete. [label]
Then click approve and Complete (yes — 2 buttons one after the other…). [label]
Submit work from the Repairs tab. [label]
Clock out / leave the Service Order so the team knows you are no longer working on it. [label]

Expected result: Your part is complete. From here, dispatch/management handles estimates (if required) and invoicing.

WORKFLOW C: Dispatcher + Manager Approvals (all approvals ON)

If “Require Dispatcher Approval for Work Items” is ON, pause here.
From here your dispatcher will approve your work item(s). Once approved, continue to repairs.
Note: If estimates are required for this customer, dispatcher cannot send estimate to the customer before he approves technician's work item first. [label]
Start repairs [label].
Add notes (optional) [label].
Upload photos (recommended; may be required) [label].
Continue until the repair is complete.
Click Complete. [label]
Then click approve and Complete (yes — 2 buttons one after the other…). [label]
If “Require Dispatcher Approval for Repairs” is ON, pause here.
From here your dispatcher will approve the completed repairs. Once approved, you can be dismissed/finish out on your side. [label]
Submit work from the Repairs tab. [label]
Clock out / leave the Service Order so the team knows you are no longer working on it. [label]

Expected result: Your part is complete. From here, dispatch/management handles estimates (if required) and invoicing.

Troubleshooting

Symptom	Likely Cause	Fix	Prevent
I created a work item but I can’t start repairs.	Require Dispatcher Approval for Work Items is ON.	From here your dispatcher must approve your work item(s). Once approved, start repairs.	Confirm approval settings with dispatch before you begin.
I’m stuck waiting and it says approval is required.	The job is in an approval state (dispatcher and/or customer consent).	Look for the status. If it mentions approval, stop and notify dispatch. Once approved, continue where you left off.	Know which approvals your shop uses (Work Items / Repairs / Customer Consent).
I finished repairs but I can’t fully finish/dismiss the job.	Require Dispatcher Approval for Repairs is ON.	From here your dispatcher must approve the completed repairs. Once approved, finish out and clock out.	Ask dispatch what the “repairs approval” handoff looks like for your shop.
I can’t submit work (or the submit button won’t complete).	A required field is missing (e.g. photos), or the job is waiting for approval.	Add the missing info (photos/notes), then try again. If it’s waiting for approval, pause for dispatch/customer.	Upload at least one photo and keep job status updated before completing.

FAQs
Q: Do I send the estimate to the customer?
A: Usually no as a technician. From here your dispatcher/manager sends estimates (if required). If you’re a single-operator shop, you may do it yourself in the Estimate tab. [label]

Q: What does “Require Customer Consent for Work Items” change for me?
A: It can pause the job until the customer approves (often through an email link). If you’re waiting, notify dispatch and hold until approval happens. [label]

Q: Do I need photos every time?
A: Some workflows expect at least one photo before submission. If submit isn’t working, add a photo and try again. [label]

Q: Where do invoices happen?
A: Invoices are handled by dispatch/management in the Invoice tab.

Configure Approval Options in Workflow Settings