Service Request Documentation Requirements

Complete, accurate documentation protects your invoice from rejection and helps Vixxo close the service request with the customer. Every completed visit must include before/after photos, a signed work ticket, and detailed resolution notes before you submit your invoice.

*If you are stuck and need assistance, please call 866-988-5376 option 3, or click the Submit a Ticket button at the top right.

1. Before/After Photo Requirements

Photos document what you found on site and what you completed. They are required for most service requests and must be uploaded before you sign off and invoice.

When to take photos

• Before work starts: Take Before photos showing the issue, asset, or work area as you found it.
• After work is complete: Take After photos showing the completed repair and restored condition.

Take photos before you start repairs and after all work is finished and the area is cleaned up.

What to photograph

• The issue or symptom reported on the service request
• The asset or work area (equipment, fixture, wall, roof section, etc.)
• The completed repair — clearly showing the work is done and the site is restored
• Any parts replaced, nameplates, or conditions relevant to the scope

If you did not work on a tracked asset, document the area of the site where work was performed.

How to upload photos in VixxoLink Mobile

1. Open the service request in VixxoLink Mobile.
2. Tap Service Photos → Add Service Photo.
3. Choose Take Photo or Choose from Library if you already took the pictures.
4. Add Captions for clarity when helpful.
5. Tap Save, then Done once all photos are added.

Photo quality standards

Photos must be:

• Legible — not blurry, dark, or obstructed
• In focus — the subject is clearly visible
• Correctly labeled — Before vs. After, with captions where needed
• Relevant — showing the actual asset, issue, or completed work

An After photo that looks the same as or worse than the Before photo may trigger a review.

Where photos are required

• On site: Upload before/after photos in VixxoLink Mobile before you complete the Review & Sign step.
• At invoicing: Attach before/after photos from the initial visit when you submit your invoice if they were not already uploaded on site.

Invoices submitted without required before/after photos are at risk of rejection.

2. Work Order Sign-Off Requirements

Vixxo uses the Review & Sign step in VixxoLink Mobile to generate your signed work ticket — the official record of the visit.

Before you sign off

All of the following must be entered in VixxoLink before you obtain signatures:

• Asset information (scan, search, create, or No Asset with work area)
• Actions and parts performed
• Before and after photos
• Job completion status (Completed or Not Completed)
• Resolution notes

Do not time out or sign off until documentation is complete.

Review & Sign — required steps

1. Tap Review & Sign in VixxoLink Mobile.
2. Review all details, actions, parts, photos, and resolution notes for accuracy.
3. Add your Technician Signature under Technician Signature.
4. Obtain the customer signature and printed name from the Manager on Duty.
5. Optionally add email addresses to receive a copy of the work ticket.
6. Tap Submit.

When successful, VixxoLink will confirm: "Your work ticket has been submitted successfully."

Sign-off rules

• Technician signature — Required on every completed visit.
• Customer signature — Required from the Manager on Duty (name + signature).
• Timing — Sign off after work is complete and before leaving site when possible.
• Geofencing — You can only Time In once you have arrived on site.
• Denied access — If you are denied service, contact the Vixxo representative on the service request before leaving.

If VixxoLink has technical difficulties — manual paper sign-off

Review & Sign in VixxoLink Mobile is the preferred method. Use a manual paper sign-off only when VixxoLink will not let you complete Review & Sign after basic troubleshooting (app error, crash, frozen screen, or no usable connection on site).

Before using a paper form

1. Confirm you are on the correct service request and all work documentation is complete (photos, actions/parts, resolution notes, job status).
2. Try standard fixes: force-close and reopen VixxoLink Mobile, confirm cellular/Wi-Fi connection, update to the latest app version, or sign in on another device if available.
3. Call 866-988-5376 for help:
   • Option 3 — VixxoLink technical support
   • Option 4 — Check in/out or other service-request assistance
4. If the issue cannot be resolved on site and the customer is available, do not leave without obtaining signatures on paper.

How to complete a manual Work Order Sign-Off sheet

Use your company's Vixxo Work Order Sign-Off form, or a blank sheet if no form is available. The paper record must include all of the following:

• Service Request number
• Customer / site name and address
• Date and time on site (time in and time out, if known)
• Service Provider company name, technician printed name, and phone number
• Scope / work performed (actions, parts, and materials)
• Job completion status — Completed or Not Completed
• Resolution notes — same detail required in Section 3 (issue found, cause, work performed, verification, and return-visit details if applicable)
• Technician signature and printed name
• Customer signature, printed name, and title from the Manager on Duty

Handwriting must be legible. Do not leave signature lines blank.

Before you leave site

• Review the completed paper form with the Manager on Duty for accuracy.
• Take a clear photo or scan of the fully signed form.
• Keep the original copy per your company records until the invoice is paid.

After the visit

1. When VixxoLink is working again, complete Review & Sign in the app if the service request is still open.
2. When you submit your invoice, attach:
   • A PDF or photo of the signed paper Work Order Sign-Off sheet
   • Before/after photos from the visit
   • Your in-house invoice PDF
3. If VixxoLink still will not accept digital sign-off, note in Supporting Documentation that a manual paper sign-off was used due to a technical issue and include the date/time of the issue.

A manual paper sign-off does not replace required photos, resolution notes, or your in-house invoice. Invoices without a legible signed work ticket — digital or paper — are at risk of rejection.

If the job is not complete

If a return visit is needed:

• Set job status to Not Completed.
• Document status of repair, next steps, timeline, and materials needed in your resolution notes.
• Set a Return ETA showing urgency and effort to stay within the completion SLA.

At invoicing

When you build your invoice in VixxoLink, attach:

• The signed work ticket from the visit (VixxoLink-generated or a scanned paper Work Order Sign-Off if VixxoLink was unavailable)
• Before/after photos from the initial visit
• A PDF of your in-house invoice

Missing the signed work ticket — digital or paper — is a common reason for invoice rejection.

3. Resolution Notes Requirements

Resolution notes explain what you found, what you did, and how you verified the repair. They must be entered in VixxoLink Mobile and in the Supporting Documentation field when you invoice.

Where to enter resolution notes

• VixxoLink Mobile → Resolution Detail → Resolution Notes — On site, before sign-off
• VixxoLink invoice → Supporting Documentation — When you build and submit your invoice

Your technician must document the service request correctly on site and close it out properly before you invoice. Invoices must be submitted within 5 days of service completion.

What resolution notes must include

Every resolution note must clearly state:

1. Issue found — What you observed when you arrived on site
2. Cause / diagnosis — What failed, was inspected, or was identified as the root cause
3. Work performed — What was repaired, replaced, adjusted, cleaned, reset, or tested
4. Resolution — How the issue was resolved
5. Verification / testing — How you confirmed the repair is functional, safe, leak-free, or restored to working condition
6. Pertinent details — Parts used, follow-up needed, customer decisions, NTE discussions, access issues, or scope changes

Minimum standard

• Symptom or issue reported matches what you addressed
• Diagnostic or cause is stated
• Specific action taken is named (not just "repaired" or "fixed")
• Functional verification or testing is documented
• Site restoration is confirmed when applicable (area cleaned up, wall sealed, access restored, etc.)
• Return-visit details included if job is not complete

Examples

Not acceptable:

"Fixed the issue. Job complete."

Acceptable:

"Upon arrival, store reported the walk-in cooler not holding temperature. Found evaporator fan motor not running and coil heavily iced. Defrosted coil, replaced failed fan motor (P/N 12345), reassembled unit, and monitored box temp drop from 55°F to 34°F over 30 minutes. Unit operating normally at departure. Area cleaned and restored."

Why resolution notes matter

• Vixxo and the customer use them to confirm the scope of work was completed.
• Accounts Payable uses them during invoice audit.
• Vague or incomplete notes will not be accepted and may cause invoice rejection or revision requests.
• Job Complete = Yes alone is not sufficient without a resolution note that names the diagnostic, action, and verification.

If a return visit is required

Resolution notes must also include:

• Current status of the repair
• Next steps and timeline
• Materials or parts needed
• Any quote or NTE increase already requested or required before return work

Quick Reference

Related articles:

• Timing In/Out and Completing a Service Request
• Step by Step - Work Order Process
• Creating an Invoice in VixxoLink