Failure Causes

The reference of answers to «why did the repair not happen». When a service order is moved to «Refusal», a record from here is picked in the «Rejection Reason» field. The order then keeps the answer — whether the customer walked away over the price, the device turned out fine, or the workshop could not fix it. There is no ready report by reason: no report reads the «Rejection Reason» field and the order list has no column for it, so counting refusals by reason is up to you.

Where to find it: Modules → Service Orders → Registers → Failure Causes

The register lives in the Service Orders module.

A worked example

The demo set covers three typical endings: ALL_WORKS (the fault did not reproduce), TOO_EXPENSIVE (the customer declined the price) and CANT_FIX (the repair is impossible). Build your own set for your own endings — a code, the reason text and, if needed, a «Filter» as a note to yourself.

The cancellation SMS goes to the customer regardless of the chosen cause — the cause stays the workshop's internal analytics.

A cause chosen in at least one order cannot be deleted: the system refuses — "A record of «Failure Causes» is used in: Service Orders!". That way the statistics for old orders keep their meaning.

Field reference

Field	Description
Code	The cause code; visible in the order
Reason	The full wording; in the list of causes this is the "Reas. for Refusal" column
Filter	A free-form mark; it shows in the list of causes, reports and orders do not read it