This most recent update focuses on ensuring seamless and real-time synchronization of job sub-statuses between Service Works and ServiceBench:
- More Accurate Subs-Status Mapping: All job sub-statuses (e.g., “Parts-Parts Arrived,” “Parts-Parts Canceled,” “Parts-Parts on Backorder,” “Parts-Parts Ordered”) are correctly mapped between ServiceBench and ServiceWorks
- Real-time Updates: Any changes to job sub-statuses in Service Works are now instantly reflected in ServiceBench.
- Specific Sub-Status Handling: We’ve paid close attention to key sub-statuses:
- “Parts Arrived”: Triggers the correct corresponding status update in Service Bench without delay or errors.
- “Parts Canceled”: Properly handles cancellations and accurately reflects them in Service Bench.
- “Parts on Backorder”: Updates correctly in Service Bench and aligns with the expected workflow.
- “Parts – Parts Ordered”: Successfully updates in Service Bench.
- Editing and Corrections: Any edits or corrections made to job sub-statuses in Service Works are now correctly reflected in Service Bench.
- Removal and Changes: When a highlighted sub-status is removed or changed in Service Works, the corresponding status is updated or removed accordingly in Service Bench.
- Logging: Workflow updates are logged to ensure each sub-status transition between the two systems is recorded for auditing and tracking. You can review these logs for detailed information.
Configuring the Sub-Status Update from ServiceWorks to ServiceBench
In order to correctly configure this workflow of updating sub-statuses, you’ll need to ensure the following within your ServiceWorks account:
Start by clicking on the cogwheel in the toolbar to open the configuration tab, then navigate to Integration > Claims Processors Setup.
If the Send Sub-Status is not checked, click the pencil icon next to your ServicePower credentials to enter the edit screen and enable the checkbox, then click Save
Please Note: If the Send Sub-Status is not checked for your ServiceBench Settings, then only three things will be consistently updated: if the job has been accepted, if the job has been assigned to a technician, and if the technician has completed the job.
| ServiceWorks Status | Action in ServiceWorks | ServiceBench Sub Status |
| ServiceBench Job is accepted within ServiceWorks | In Process | |
| Schedule | In Home – Technician Enroute | |
| Enroute | Technician Departure | |
| In Process | In Process | |
| Arrived | Technician Arrival | |
| Job Complete | Job Complete | |
| PO Generated for a ServiceBench job | Parts Ordered | |
| Parts received against a PO for a ServiceBench job | Parts Arrived | |
| Purchase Order cancelled for ServiceBench job | Parts Cancelled | |
| Purchase Order on back order for a ServiceBench job | Parts on Backorder |
Within the ServiceBench job details page, you will find a Service Information section where you will select the sub-status from the Sub-Status dropdown menu, where you can locate the following statuses in the example below:
