Service order

A service order is work recorded in the system to be carried out on a device in your care — diagnosis, repair or inspection — tracked from the moment the equipment is taken in until it is handed back to the customer.

Service orders are often confused with complaint tickets, but they end differently. A complaint closes with a decision: accepted or rejected. An order closes with work done — someone has to perform it, record what was done, and account for the parts used.

That difference shapes the data. An order has an assigned technician, a list of operations and time spent, and its stages rarely form a single straight path: diagnosis may route the case onto a warranty or a non-warranty track, and a missing part can stall it for weeks. The process also tends to be longer than a complaint — not by a few statuses, but by dozens.

Many companies run both kinds of case side by side, for the same customers and the same product range. Keeping them in two separate tools means two customer histories and two places to search.

In Reklamator, service orders and complaints live in one register, while each issue type has its own form, statuses and fields. See what the service process looks like from intake to handover.