Open a Closed Service Order

You can open a non-invoiced closed service order so you can update or add information to the order. To open a closed service order:

  1. Click the Events link from the Main Menu. The Events screen opens.
  2. Select the event with the service order(s) to open.
  3. Right-click and select Edit -> Edit. The Edit Event screen opens.
  4. Select the Service Orders tab.
  5. Select the service order(s) to open. Use Ctrl+Click or Shift+Click to select multiple service orders.
  6. Right-click and select Tools -> Open. The Open Order(s) screen opens.
  7. Select the new order status for the order from the Status drop-down.
  8. Click the Continue button.

Open Service Order Security

Opening service orders is controlled by the Allow Opening/Reinstating Of Orders access privilege. Users and/or roles assigned to the privilege are allowed to open service orders. Any users/roles not assigned to the privilege are not able to open service orders. If no users/roles are assigned to the privilege, it is considered inactive and all users can open service orders.

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Comments

8 comments

Date Votes
  • Andrea Scheckel

    what are the steps if you get " order # cannot be opened because it is not cancelled or closed." but it's completed? I was able to open the work order just fine. 

    0 upvotes

  • Maggie U.

    Hi Andrea,

    Have the work order items also been reopened?  See this article for how to open work order items:

    https://supportcenter.ungerboeck.com/hc/en-us/articles/211507797

    Thanks,

    Maggie

    0 upvotes

  • Andrea Scheckel

    yep that's open just not able to reopen the service order. 

    0 upvotes

  • Maggie U.

    Hi Andrea,

    After re-reading your original question, it appears that the order is already at status that is set to an Active order class.  Organizations can configure multiple order statuses within each of the order classes (Active, Cancelled, Closed) so even though the status says "Completed," if it is configured with an Active class, then the system sees it as an open order.  You should be able to just edit the order and change the status to whatever you need and not have to use the Open Order process.

    Here's an article with a more information on how order statuses are configured:

    https://supportcenter.ungerboeck.com/hc/en-us/articles/204559158-Configuring-Order-Statuses

    Thanks,

    Maggie

    1 upvotes

  • Laurie Gendre

    Hello,

    I accidentely changed the status of my exhibitor's order into "closed" and I can't now change it back, a message indicates "Your order has been charged, it can be changed". I see on this support article that a closed order can be reopened but in the case of a non-invoiced order.

    Does somebody know how to do this please ?

     

     

    0 upvotes

  • Matt Tapley

    Hi Laurie,

    Just to make sure I understand your question correctly, you have a service order, where the work orders have been completed and the order has been closed but you have not invoiced the service order yet and you want to reopen the service order now. Is that correct?

    Thanks!

    Matt

    0 upvotes

  • Laurie Gendre

    Hi Matt,

    Indeed the order articles are noted as completed and the order as closed. We are currently configurating the platform to charge our exhibitor through the system but it is not done yet, and I just wanted to get a recap of the order in a document so I did a right clic on the order / tools / quick invoice (I guess I clicked on the wrong button..) but it didn't show me the document, it closed the order and I can't change the status back.

    Thank you in advance for your response.

    0 upvotes

  • Matt Tapley

    So it sounds like you did a quick invoice on the order but want to reopen it. To do this, there is a field on the Edit Service Order window (under the Additional Information tab) called Invoice. You can click on the invoice number hyperlink and the Edit Invoice window will appear. On this window, click on the Tools drop down and select "Void Invoice".  Then click the Continue button on the Void Invoice Date window. You should now be on the Edit Service Order window. Click the Tools drop down and select "Open". Select a status from the Status drop down and then click the Continue button. You should now be on the Edit Service Order window again. Go to the Work Orders tab and right-click on the Work Order and select Open Work Order. Once the work order has been reopened, go to the "Actual" tab on the Edit Service Order window. Right-click on the "Actual" record for your item and select "Delete Actuals". Once that has been done, your order (and items) will be completely open again.

    Let me know if you have any questions on that process.

    Thanks!

    Matt

    0 upvotes

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