Completing Work Under Quality Rules and Overriding a Rule

Availability: all plans

When quality enforcement is on, a technician sees what is still missing while working, and the work order cannot be completed until enough is documented. When one work order genuinely cannot meet its rules, someone with the right ability can relax specific rules for that work order alone, with a recorded reason. This guide covers both.

Before you start

Enforcement is controlled in Settings, then Defaults. With it off, the readiness panel still lists missing items but completion is not blocked.
Creating or revoking an override needs the ability to override quality rules. Without it, the drawer shows the rules and history but the Create Override and Revoke buttons do not appear.
Reading the Audit History needs the ability to view the quality audit.
An override can relax a rule only down to its system minimum. The create window says install and replace actions always need at least one photo and asset details.

What the technician sees

On the work execution page, the Service Details section holds a Ready to complete? panel. It reads Ready for completion or More capture required before completion. Missing items are listed under Capture still required, or under Additional documentation when completion is already allowed. The Work-step details section shows each action's percentage complete and what it lacks. Until the work order is ready, Review & complete is greyed out with the hint to capture the items listed above. If the live figures cannot load, the page says completion will still enforce the rules when submitted.

Steps: create an override

Open the work order and select Quality Rules near its status.
In the Quality Rule Overrides drawer, select Create Override. This shows when the drawer says No Active Overrides.
In Create Quality Rule Override, enter Business Justification (required, up to 256 characters) and optionally Additional Context.
Under Rules to Override, choose the rules to relax for each action on this work order. The labels are Minimum Photos, Asset Details Required, Serial Number Required, Before Photo Required, After Photo Required and Notes Required.
Select Create Override.

The drawer now shows Active Override with the reason, who created it and when, and the list under Relaxed Rules. The work order shows an Overridden marker with a count, and the work order list shows the number of overrides in its Quality column.

Steps: revoke an override

In the drawer, select Revoke.
In Revoke Quality Rule Override, enter Reason for Revoking. The window warns that standard rules return and documentation should be complete first.
Select Revoke Override.

Tips

Creating an override while one is active replaces it.
View System Rules opens System Quality Rules, which marks the defaults and the minimums that cannot be bypassed.
Audit History in the drawer lists each create and revoke, newest first, with the person and the reason.

If something goes wrong

"No rules selected" means nothing was ticked in the create window.
If the window reports "No overridable rules found", the work order has no actions yet.
Messages beginning "Could not create the override" or "Could not revoke the override" mean the request was refused. Read the detail, for example a value below the system minimum, and retry.

How Work Order Quality Rules Work — Quality rules set how much documentation a work order needs before it can be completed: photos, asset details, a serial number, before and after photos, and notes. The rules are set for each type of…
Setting Quality Rules on a Work Order Template — Each work order template can carry its own documentation rules. A rule says, for one type of action, how many photos are needed and whether asset details, a serial number, a before photo, an after…
Override quality rules on a Work Order — Sometimes one Work Order cannot meet the documentation rules that come from its template. A Quality Rule Overrides drawer on the Work Order page lets you relax specific rules for that Work Order…
Quality rule history — ServiceVisit keeps a history of changes to quality rules, so you can see how the documentation requirements for your work have been adjusted. There are two places to look.
Complete a Work Order — ServiceVisit lets you mark a Work Order as complete when the technician has finished the work. A Work Order is one technician assignment under a Job. Completion can be refused when the documentation…