There may be situations where the status of an order needs to be updated manually, for example, if the wrong status was selected or if further steps have already been completed.
Updating the status in the Admin area ensures the order is aligned with its actual progress and can continue through the workflow correctly.
Change an order status
Go to the Admin area.
Search for the order you want to update.
Click Status.
Select the correct status from the list.
Click Finish to confirm, or continue editing other details before finishing.
📌Note: For PMV orders that require a certificate, you may need to set the status to Approved in the Admin area first. If the PMV has the certificate requirement enabled, the system will then automatically move the order into Certificate Due rather than leaving it in Approved.
Recalled status
The Recalled status is used when a follow-up job is raised as a result of a previous callout, typically at no extra cost to the client. This can happen when a contractor needs to return to complete or correct work without raising a new chargeable order.
If the recalled order is completed, it will continue through the standard order process. Once a payment certificate is issued, the system will automatically update the status from Recalled to Paid.
📌 Note: You cannot manually change a recalled order to Approved. This is because the system has already logged the order as a recall, and certain actions have been completed that lock in the status. Despite showing as Recalled, the order is considered complete and will be processed at the end of the period.
Manage Price TBC order status
When an order status is Price TBC, it means the contractor has completed the job and confirmed that parts were used. The order then moves to this status so the contractor can add the parts used along with their prices.
If you already know the required parts, you can add or edit them yourself by following the steps below:
Go to the Admin area.
Search for the order you want to update.
Click the Edit button.
Click the Parts button.
On the list, add new parts or edit existing parts.
Click Save.
📌 Note: If you update parts from the Admin area, the order status will not change automatically. Update the status manually if needed.
Action orders in Queried status
The order may move into Queried status when the price is sent back to the contractor for review. This status indicates that the cost of the order is under dispute or needs clarification before it can proceed. Depending on the workflow, the order may sit with the contractor, an administrator, or head office staff until the query is resolved.
Actioning a Queried order as an Administrator or Head Office user:
Go to the Admin area and search for the order within the Audits section.
Click Approve to accept and progress the order.
📌 Note: Orders in Queried status cannot progress until actions are taken, ensuring that costs are agreed upon and approved before work continues.
Approve order with status of TB Approved
If an order has a status of TB Approved and you do not see the option to approve it, follow these steps:
Go to the Admin area.
Click Approve/Query Invoices under the Approvals heading near the top of the page.
Find and click the order you need to approve.
Click Approve.
Cancel order with TB Approved status:
Orders with the status TB Approved cannot be cancelled directly. This status is used when an order is waiting for approval but has not yet progressed to the next stage.
To cancel an order in this state, you first need to change its status through a short sequence of updates. This ensures the system recognises the order as active before allowing cancellation.
Go to the Admin area.
Search order on the Edit Order field.
Open the order and click the Status button.
You may initially only see options such as Price TBC or Queried, with no option to cancel the order.
Change the status to Price TBC and click Save.
Reopen the order, change the status to Due.
Click Save.
Reopen the order, and you will now see the option to cancel the order.
Select Cancel to complete the cancellation.
📌 Note: Once an order has been cancelled, it cannot be undone. If the work is still required, a new order must be raised.
Manage PMV orders stuck in approved status
PMV orders may sometimes remain in Approved status due to two contract settings that control how visits are logged and how payments are processed.
The first setting, "Can visits be logged when the status is valid?", is located at the bottom of the Contract Details tab for the PMV contract.
When this setting is enabled, it allows the contractor to attend the site multiple times within the same frequency window. Because multiple visits can be logged against the same order, the system will not allow the order to be paid until the next visit window starts. All additional visits must be recorded against the existing order, which is why the payment is delayed.
To resolve this issue, it is recommended to turn off the "Can visits be logged when the status is valid?" setting.
However, this setting cannot be edited unless the "Attendance allowed during entire visit frequency?" setting is first enabled. Once that is done, you can turn off "Can visits be logged when the status is valid?", and then turn off "Attendance allowed during entire visit frequency?" again.
Status Not Yet Logged
An order marked as Not Yet Logged indicates that the order was not successfully created in the system. This typically happens when the order-raising process is interrupted, such as due to a network connection issue.
As a result:
The order will not appear in the site view or usual order lists.
You can only access the order by searching for it directly.
To resolve this, you should cancel the incomplete order and raise it again to ensure it is properly logged.
W status appears on the PMV contract
If you notice that a PMV contract on one of your units has an unusual status that appears as a W, this is likely caused by multiple changes made in a short period of time.
This often happens when the PMV is overdue and the due date is updated to the current day. The system might temporarily assign a W status while it processes overlapping updates.
📌 Note: This status usually clears automatically within 24 hours. If the W status remains after that time, try refreshing the page or reopening Access Maintain.
All order statuses
The order statuses are sometimes only valid for one type of order. The following table contains all the statuses.
Status | Applies to | Description |
TB Released | Callouts, Quoted Works | Requisition awaiting release to contractor(s) |
Callout Due/Overdue | Callouts | Callout awaiting contractor attendance |
Recall Due/Overdue | Callouts | Recall awaiting attendance due to failed repair |
On Site | Callouts, Quoted Works, PMV | Contractor’s arrival logged on site |
Revisit Due/Overdue | Callouts | Awaiting re-attendance by the contractor |
Price TBC | Callouts | Awaiting the contractor to price parts |
TB Approved | Callouts | Parts priced and awaiting customer approval |
Queried | Callouts, PMV | Pricing or costs queried by the auditor/customer |
TB Audited | Callouts, PMV | Approved order awaiting audit check |
Approved | All order types | Approved for payment, subject to audit |
Paid | All order types | Contractor invoice paid |
Recalled | Callouts | Callout recalled due to failed repair |
Cancelled | Callouts | Callout not released or no longer required |
On Hold | Quoted Works | Quote placed on hold |
Quote Due/Overdue | Quoted Works | Awaiting quote submission |
Received | Quoted Works | Quote received from contractor(s) |
TB Authorised | Quoted Works, Supply Only | Quote/order authorised and awaiting processing |
PPO Due/Overdue | Quoted Works | Order raised and awaiting attendance |
PPO Re-Visit Due/Late | Quoted Works | Job awaiting re-attendance |
Delivery Due/Late | Supply Only | Order awaiting delivery |
PMV Due/Overdue | PMV | Planned maintenance visit awaiting attendance |
Incomplete | PMV | The visit started but was not completed |
Remedial Due/Late | PMV | Remedial works identified during the PMV visit are awaiting completion |
Certificate Due | PMV | PMV completed and awaiting certificate upload |