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Comments on Repair Orders

Automatically print RO comments on the Work Order for better visibility for service teams and customers.

Introduction

Keeping track of customer notes and service details is key to providing a smooth, informed experience. With the settings for Customer Comments and Include RO Comments, your team can easily review important information during appointment or repair order creation—and even include those notes on the printed Work Order when needed. This article walks you through how these features work and how to enable them.

Working with Customer Comments

To help ensure important notes don’t get missed, the system can automatically prompt users to review Customer Comments during the creation of a new Appointment or Repair Order. This happens only when there are existing comments or flags on the customer record.

When enabled, the system will display the Customer Comments tab as part of the creation process—after steps like Auto VIS and assigning an RO number are completed. Instead of showing a pop-up toast notification, the system shifts focus to the Comments tab itself, helping keep all attention on the most relevant information. These toast notifications will still appear later when the Appointment or RO is opened again, so nothing gets overlooked.

Note: The setting to default to Comment Tab for ROs and Appointments is enabled in the Service Maintenance Section. Those with access can navigate to Service > Maintenance > Service Configuration. Under the General tab toggle the setting to Yes to default the view for ROs and Appointments to the Comment Tab.

Printing RO Comments on the Work Order

In addition to reviewing customer notes during creation, you can also choose to print RO comments directly on the Work Order. This helps ensure that any important details added to the Repair Order are clearly communicated—both internally and to your customer.

Once enabled, any comments added to a Repair Order will appear on the printed Work Order just below the customer information section—similar to how comments already appear on the Invoice. Each comment includes the date it was entered, the comment itself, and the name of the employee who entered it.

Note: The setting to default to Include RO Comments on the Work Order is enabled in the Service Maintenance Section. Those with access can navigate to Service > Maintenance > Service Configuration. Under the Printing tab toggle the setting to Yes under the Work Order section.