Substatuses

Substatuses provide more detail under the main status on a service call or appointment. The main status controls the system workflow. The substatus helps your team describe the current step, such as New, Dispatched, On Hold, Ready To Invoice, or Ready To Close.

Service call substatuses are used with service call statuses. Appointment substatuses are used with appointment statuses. Each substatus belongs to one primary status, so users only see substatuses that apply to the selected status on the record they are editing.

Service Call Substatuses

Create a Service Call Substatus

1. In Settings, select Substatuses.

2. Select the Service Calls tab.

3. Select New.

4. Complete the following fields.

   • Substatus Name(required): Enter the label users will see on service calls. The name must be 30 characters or fewer. Use clear names that describe a real workflow step, such as Awaiting Parts or Ready To Invoice.

   • Primary Status(required): Select the service call status this substatus belongs to. Available values are Quote, Open, Complete, and Closed. The substatus will only be available when the service call uses that primary status.

   • Description: Enter short help text that explains when users should select this substatus.

   • Sort Order: Enter a number that controls where the substatus appears in lists and dropdowns. Lower numbers appear earlier. If you leave it blank, the system uses 100.

   • Initial: Select this when the substatus should be the default for the selected Primary Status. Only one substatus can be initial for each Primary Status.

   • Active(required): Leave selected when users should be able to choose the substatus. Clear this field to make the substatus unavailable for new selections.

5. Select Save.

Edit a Service Call Substatus

1. In Settings, select Substatuses.

2. Select the Service Calls tab.

3. Select the substatus you want to change.

4. Update the fields as needed.

5. Select Save.

Appointment Substatuses

Create an Appointment Substatus

1. In Settings, select Substatuses.

2. Select the Appointments tab.

3. Select New.

4. Complete the following fields.

   • Substatus Name (required): Enter the label users will see on appointments. The name must be 30 characters or fewer. Use clear scheduling terms, such as New, Confirmed, Dispatched, or Ready To Close.

   • Primary Status (required): Select the appointment status this substatus belongs to. Available values are Scheduled - Tentative, Scheduled - Confirmed, In Progress, and Complete. The substatus will only be available when the appointment uses that primary status.

   • Description: Enter brief help text explaining when users should select this substatus.

   • Sort Order: Enter a number that controls where the substatus appears in lists and dropdowns. Lower numbers appear earlier. If you leave it blank, the system uses 100.

   • Initial: Select this when the substatus should be the default for the selected Primary Status. Only one appointment substatus can be initial for each Primary Status.

   • Active (required): Leave selected when users should be able to choose the substatus. Clear this field to make the substatus unavailable for new selections.

5. Select Save.

Edit an Appointment Substatus

1. Open the existing appointment substatus.

2. In Settings, select Substatuses.

3. Select the Appointments tab.

4. Select the substatus you want to change.

5. Update the fields as needed.

6. Select Save.

How Substatuses Affect Users

• Service call users see substatuses that match the service call's Primary Status.

  • If the service call is Open, users only see active substatuses assigned to Open.

  • If the service call status changes and no substatus is selected, the system uses the active Initial substatus for the new status when one exists. If no Initial substatus exists, the system uses the first active substatus by Sort Order and name.

• Appointment users see substatuses that match the appointment's Primary Status.

  • If the appointment is Scheduled - Confirmed, users only see active substatuses assigned to Scheduled - Confirmed.

  • If the appointment status changes and no substatus is selected, the system uses the active Initial substatus for the new status when one exists. If no Initial substatus exists, the system uses the first active substatus by Sort Order and name.