ServiceWorks uses Part Dispositions to show where a part is in its lifecycle — from the moment it is identified for a job through ordering, receiving, installation, or return.
A part can follow different paths depending on whether it is already in stock, needs to be ordered, is shipped directly to the customer, or is ultimately not used.
1. A Part Is Identified for the Job
When a technician or office user determines that a part may be needed, the part is first added to the service ticket.
At this stage, the user decides how the part should be handled.
Invoice
Use Invoice when the part should appear on the customer invoice.
If the part is in stock, ServiceWorks automatically allocates it to the job.
- The part remains On Hand
- The quantity is removed from Available
- The part is reserved specifically for this job
- The part appears on the invoice
If the part is not in stock:
- The part still appears on the invoice
- The part appears on the Parts Needed page
- The part can then be ordered
Keep On Ticket
Use Keep On Ticket when the part should remain associated with the service ticket.
It follows the same inventory workflow as Invoice:
- If the part is in stock, it is allocated to the job
- If the part is not in stock, it appears on the Parts Needed page
This disposition is useful when you want to continue tracking the part as part of the job workflow.
Allocated
Use Allocated when you want to reserve an existing in-stock part specifically for the job.
A part can only be changed to Allocated when sufficient inventory is available.
Once allocated:
- The part remains On Hand
- The quantity is removed from Available inventory
- The part cannot be allocated to another job
- The part remains reserved until another disposition is selected
Understanding Inventory Quantities
On Hand
The total quantity physically held in inventory.
Allocated
The quantity of On Hand inventory currently reserved for jobs.
Available
The quantity still available to use or reserve for another job.
Available = On Hand – Allocated
2. The Part Needs to Be Ordered
If the required part is not currently available, it moves into the purchasing workflow.
Order Parts
Use Order Parts when the item needs to be purchased.
The item becomes available in the parts ordering workflow so a Purchase Order can be created.
Inventory is not reduced because the part has not yet been received.
Waiting On Parts
Once the Purchase Order has been submitted to the distributor or vendor, the part can move to Waiting On Parts.
This indicates that:
- The part has been ordered
- The vendor has not yet delivered it
- The part is not yet available for use
This status helps staff identify jobs that are waiting for ordered parts before they can be scheduled or completed.
3. The Part Is Received
When the vendor delivers the part, it enters the receiving process.
Parts Received
Use Parts Received when the entire expected quantity has been received.
The received quantity becomes part of your inventory and can now be allocated to the job.
When ServiceWorks receives and tracks the part, a Tracking ID can be associated with the physical part so its movement can continue to be tracked through the job.
Partially Received
Use Partially Received when only part of the ordered quantity has arrived.
For example:
You ordered 3 parts but only 2 were delivered.
ServiceWorks records the 2 received parts while the remaining quantity continues to be outstanding.
4. Direct Ship to the Customer
Not every part needs to pass through your shop.
A vendor or your company may ship a part directly to the customer’s location.
Arrived At Customer
Use Arrived At Customer after the customer confirms that the direct-shipped part has arrived.
If the part was shipped through a Purchase Order, changing the disposition to Arrived At Customer can automatically receive the applicable PO quantity and place the part at the Customer Location.
A typical direct-ship workflow is:
Order Parts → Waiting On Parts → Shipped to Customer → Arrived At Customer
While waiting for the customer to confirm delivery, we recommend using a job status such as Shipped to Customer.
The part can then remain associated with the job until the technician returns to install it.
5. The Received Part Is Being Held for the Job
Once a received part has a Tracking ID, the part can remain allocated to the job even if it is temporarily stored somewhere other than the shop.
Kept On Truck
Use Kept On Truck when the technician keeps the received part on the service vehicle for a future visit.
The part:
- Remains allocated to the job
- Continues to appear on the invoice when applicable
- Is not considered installed or delivered
- Remains associated with its Tracking ID
This is a temporary holding disposition.
Left In Home
Use Left In Home when the received part is left at the customer’s location for a future visit.
The part:
- Remains allocated to the job
- Continues to appear on the invoice when applicable
- Remains associated with its Tracking ID
- Is not yet considered installed or delivered
This is also a temporary holding disposition.
6. There Is a Problem With the Received Part
Sometimes a received item cannot be used.
Wrong Part In Box
Use Wrong Part In Box when the physical part received does not match what was expected.
This is a temporary disposition while the incorrect part is reviewed.
If the part has already been received and assigned a Tracking ID:
- It remains allocated to the job
- It continues to appear on the invoice when applicable
- No final inventory action has occurred yet
The next step will normally be:
Wrong Part In Box → Back To Stock
or
Wrong Part In Box → Return To Vendor
The correct replacement part can then be acquired for the job.
Quality
Use Quality when the part should not be used because of a quality issue, such as:
- Damage
- Defect
- Packaging issue
- Incorrect condition
The part can then be reviewed and routed to the appropriate return or inventory disposition.
7. The Part Is Installed or Delivered
Delivered
Delivered is the normal final disposition when the part has been installed, delivered, or used on the job.
At this point:
- The part appears on the invoice
- The part is considered used
- Inventory is deducted
- The allocation is completed
A normal stocked-part workflow may therefore look like:
Invoice → Allocated → Delivered
Or, if the part needed to be ordered:
Invoice → Parts Needed → Order Parts → Waiting On Parts → Parts Received → Allocated → Delivered
8. The Part Is Not Used
A part does not always end with installation.
If the technician determines that the part will not be used, it can be returned through one of the following workflows.
Back To Stock
Use Back To Stock when a part reserved for the job is no longer needed and should be returned to available inventory.
The part:
- Is released from the job
- Is no longer allocated
- Becomes available for another job
Typical workflow:
Allocated → Back To Stock
Return To Shop
Use Return To Shop when the physical part is being brought back from the technician, customer location, or another location to your shop or warehouse.
This disposition is useful for tracking the physical movement of the part back to your business.
Depending on your workflow, this may be followed by:
Return To Shop → Back To Stock
Return To Vendor
Use Return To Vendor when the part is not going back into your usable inventory and will instead be returned to the supplier or distributor.
The part:
- Is removed from the job
- Is no longer allocated
- Leaves your inventory
- Does not remain as a usable stocked item
A common workflow is:
Wrong Part In Box → Return To Vendor → Acquire Replacement Part
9. Core Parts
Core
Use Core to identify a part that has a core component associated with it.
The Core disposition itself does not directly change inventory quantities or invoicing.
It identifies the item for the appropriate core-return or tracking process.
Common Part Workflows
Part Is Already In Stock
Invoice / Keep On Ticket → Allocated → Delivered
The part is reserved from existing inventory and eventually installed.
Part Is Not In Stock
Invoice / Keep On Ticket → Parts Needed → Order Parts → Waiting On Parts → Parts Received → Allocated → Delivered
The part is identified, purchased, received, reserved, and installed.
Direct Ship to Customer
Order Parts → Waiting On Parts → Arrived At Customer → Delivered
The part bypasses the shop and is shipped directly to the customer’s location.
Technician Keeps the Part for the Return Visit
Parts Received → Allocated → Kept On Truck → Delivered
The part remains reserved for the job while physically staying with the technician.
Part Is Left With the Customer
Parts Received → Allocated → Left In Home → Delivered
The part remains reserved for the job while physically remaining at the customer’s location.
Wrong Part Was Received
Parts Received → Wrong Part In Box → Return To Vendor → Order Replacement
or
Parts Received → Wrong Part In Box → Back To Stock
The Wrong Part In Box disposition serves as a temporary placeholder until the appropriate return action is selected.
Part Is No Longer Needed
Allocated → Back To Stock
The reservation is released and the part becomes available for another job.
The Main Concept
Think of the ServiceWorks part lifecycle as three separate things being tracked at the same time:
1. Where is the part?
Vendor, shop, technician’s truck, or customer’s location.
2. Is the part reserved for a job?
Available inventory versus Allocated inventory.
3. What should happen next?
Order it, receive it, hold it, install it, return it, or put it back into stock.
Part Dispositions allow ServiceWorks to track all three throughout the lifecycle of the service job.
