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Internal and Customer Comments on Repair Orders

Track internal and customer-facing notes directly within the Repair Order for clearer communication and streamlined documentation.

Introduction

Repair Orders (ROs) often require detailed notes for both internal and customer-facing needs. Whether tracking warranty details, internal expenses, or follow-up information after an RO is closed, it’s important to document this information clearly and securely.

The Comments tab within a Repair Order offers two types of comments: Customer Comments and Internal RO Comments. These sections help your team communicate effectively while keeping internal and external information separate and well-organized.

Internal RO Comments

The Internal RO Comments section is designed for notes that are meant strictly for internal use. These comments do not appear on any customer-facing documents, making them ideal for documenting service details, internal expense justifications, or follow-up actions.

Internal RO Comments can be used to:

  • Explain operational changes or account adjustments

  • Track warranty collection issues or follow-up notes after an RO is closed

  • Record service-related information that should not be shared with the customer

Tip: Internal comments are included in both the Report Generator and the Internal Report (found under Repair Order > Print > Internal). In printed reports, Internal RO Comments are labeled with an "I", while standard RO Comments are labeled with an "R".

    Comment Access by RO Status

    • When an RO is open, you can Add, Edit, and Delete Internal RO Comments.

    • When an RO is closed, Internal RO Comments can still be managed—ensuring post-closure documentation is possible.

    Customer Comments

    Customer Comments are used for messages intended to be visible to the customer. These comments are typically included on printed documents such as Invoices, depending on your configuration.

    From the RO, users can:

    • Add, Edit, or Delete customer comments while the RO is open

    • Delete customer comments even after the RO is closed (view-only otherwise)

    The Show Deleted Comments toggle at the top of the section allows users to reveal previously deleted comments as needed.