How are Service Levels used in Workorders and Tasks

When Workorders are submitted, they create Tasks in the system. There are different types of Workorders available for use. When a Workorder Type is created, users can optionally setup Service Levels for that type.

The Service Levels come into play, only when no due dates have been selected on the Workorder, and a priority has been set for the Service Request. When no due date is selected, a Task is created in the system with no due date.

As soon as the assignee opens the task, the system will automatically populate the due date with a date based upon the current date, the Service Level entry, and the request priority.

Example:

A Workorder (Service Request) is initiated in the system without a due date, but with a priority:

A Task gets created in the system. (In this case, it is auto-assigned to a technician because of other setups in the system.) Note there is no due date on the task, but there is a priority field.

As soon as the Task is accessed, we can see a Due Date has been assigned by the system.

This Due Date is 8 days after the current date of 10/26/2022. The 8 Days comes from the Service Level that was set in this Workorder Type, for the High Priority.

If the Task is Saved (whether any other changes have been made on it or not), the Due Date will save and will display in the Task List.