How Work Order Quality Rules Work

Availability: all plans

Quality rules set how much documentation a work order needs before it can be completed: photos, asset details, a serial number, before and after photos, and notes. The rules are set for each type of action, such as Install New, Repair or Inspect. This guide explains how the rules fit together and how to turn enforcement on or off. Two companion guides cover setting up rules on a template and what happens when a technician completes work.

Before you start

Looking at rules is open to every provider. Changing a template's rules, overriding a rule on one work order, and reading the change history each need their own ability. The companion guides say which.
Enforcement is off until you turn it on. While it is off, the quality checks are still visible but they never stop a work order from being completed.

How the rules combine

A work order is checked against the strictest layer that applies, in this order:

System minimums. A floor that cannot be relaxed by anyone. Install and replace actions, for example, always need at least one photo and asset details.
An override on that one work order, if one is active.
The rules set on the template the work order came from.
The standard system defaults.

A template rule or an override can make a requirement stricter or relax it, but never below the system minimum.

Steps

To turn enforcement on or off:

Open Settings, then Defaults.
Find Enable Quality Rule Enforcement and switch it on or off.
Select the page's save button. Turning it on opens Enable Quality Enforcement first. Tick I understand, then select Enable and Save.

To see the rules in effect:

On a template, open Settings, then Work Order Templates, and select Rules on the template's row. The page is titled for the template and lists each action type.
On a work order, select Quality Rules near the status at the top of the work order page. This opens the Quality Rule Overrides drawer, and View System Rules at the bottom shows the standard requirements and which ones cannot be bypassed.

What enforcement does

With enforcement on, a work order is measured as a percentage of the documentation its rules ask for, and completion waits until that percentage reaches the threshold. The default threshold is 50 percent. The setting is named Quality Enforcement Threshold: 0 means any documentation passes and 100 means everything the rules ask for is required. Separately, any required step on an applied work plan that is not finished, or lacks its required photo or customer signature, also holds completion.

Tips

Adjust a template rather than overriding work orders one at a time when the same exception keeps recurring.
Templates and work orders show markers when rules have been changed: Rules customized on a template, and Overridden with a count on a work order.

If something goes wrong

If the toggle is greyed out and the page says you do not have permission, you do not hold the ability to change enforcement. Ask someone who administers your account.
If the Quality Rules button is missing on a work order, you do not hold the ability to view rules.
If a technician cannot complete a work order, see the guide on completing work and overrides.

Setting Quality Rules on a Work Order Template — Each work order template can carry its own documentation rules. A rule says, for one type of action, how many photos are needed and whether asset details, a serial number, a before photo, an after…
Completing Work Under Quality Rules and Overriding a Rule — When quality enforcement is on, a technician sees what is still missing while working, and the work order cannot be completed until enough is documented. When one work order genuinely cannot meet its…
Preview quality rules — ServiceVisit lets you look at the quality rules that apply to your work before anything is enforced. On a work order, the Quality Rules button opens a panel for that work order. Work order templates…
Turn quality enforcement on or off — ServiceVisit lets you decide whether quality rules are enforced on your work orders. The switch is the "Enable Quality Rule Enforcement" setting on the Defaults page under Settings. You would use it…
Edit a Work Order Template — ServiceVisit lets you change a Work Order Template that your business owns. You would edit one when a step needs correcting, or when you want the template to match how your team really does the work.
Complete a Work Order — ServiceVisit lets you mark a Work Order as complete when the technician has finished the work. A Work Order is one technician assignment under a Job. Completion can be refused when the documentation…