Step by Step - Work Order Process

Understand the full Vixxo service request lifecycle — from dispatch through payment — so your team meets ETA, documentation, and invoicing expectations every time. This guide previews the typical workflow from receipt of a dispatch through payment.

*If you are stuck and need assistance, please call 866-988-5376 — Option 1 for payment status, Option 2 for invoice/quote help, Option 3 for VixxoLink technical support, Option 4 for dispatch/service-request questions — or click the Submit a Ticket button at the top right.

Download the Service Provider Handbook for comprehensive policies and procedures.

Workflow Overview

Below is a preview of the workflow of a typical service request:

1. Dispatch and ETA

1. The Vixxo Client Team receives a service request and dispatches it to you (see Dispatch Email Example). The service request appears in VixxoLink as needing an ETA.
2. Accept the service request in VixxoLink and set an ETA within priority expectations.
3. If you cannot meet the urgency, decline in VixxoLink and indicate your earliest available on-site time. The Vixxo team may accept your proposed ETA.
4. If you cannot handle the scope of work, decline the service request in VixxoLink immediately.

2. Assign Technician and Prepare

1. Assign a technician to the job.
2. Only one (1) technician is allowed on site unless you have prior authorization.
3. The technician reviews service request details — location, scope of work, NTE, etc. — before heading to the site.

3. On Site — Time In, Work, and Document

1. On arrival, the technician times in via the VixxoLink mobile app and requests to be shown the issue location. *Geofencing: the Time-In button is only available once the technician has arrived on site.
2. If denied service, contact the Vixxo representative listed on the service request before leaving the site.
3. If work will exceed the set NTE amount, contact the Service Center at 888-928-3276 before proceeding.
4. Perform repairs and document work via photos, notes, and measurements. See Timing In/Out and Completing a Service Request for mobile documentation steps.
5. Complete repairs, clean up, and take after photos. While timing out, add all notes, documentation, and pictures in VixxoLink before obtaining required sign-off from the manager on duty.
6. If a return visit is needed, provide repair status, next steps with timeline, and materials needed. Set a Return ETA showing urgency and efforts to stay within Completion SLA.

4. Invoice and Payment

1. When the job is completed, create an invoice via VixxoLink with all documentation, notes, and photos, and attach a PDF of your in-house invoice. See Creating an Invoice in VixxoLink for step-by-step instructions.
2. If the invoice fails automated audit, the Vixxo Client Team manually reviews it. If not approved, they request revisions or additional documentation.
3. Once approved, the Vixxo Client Team authorizes Accounts Payable to process the invoice.
4. Payment is queued in the accounting system according to your payment terms. See Payment Delays for payment timing questions (Option 1: 866-988-5376).

Quick Reference — Work Order Lifecycle Checklist

Related articles:

• Service Request Documentation Requirements
• Timing In/Out and Completing a Service Request
• Creating an Invoice in VixxoLink
• Creating a Quote in VixxoLink
• Payment Delays
• Service Provider FAQs
• Dispatch Email Example