Vendor Guide to Titan Cloud Maintenance & Work Orders
This overview of the Maintenance Dashboard and Work Orders is intended for external vendors with limited Titan Cloud access.
Written by Jess Hamilton
Updated at July 27th, 2024
Table of Contents
As an external vendor, your access to the Titan Cloud platform is limited to what's needed to perform Work Order tasks in the Maintenance Dashboard. Each Titan Cloud client may set permissions slightly differently, so the screens you see in this guide may not be an exact match to your experience. If you have questions about your specific access level or use case, please reach out to the client you are contracted with.
Access Titan Cloud
When your vendor account is created, you will receive an email welcoming you to Titan Cloud. Click either of the links in the email to update your password and log in with the user name provided.
Tip: Once you have logged in, save the login page as a favorite or bookmark in your web browser.
Maintenance Dashboard
Depending on how your account is configured, you are likely to see the Maintenance Dashboard as your landing page when you first log in.
If you see a different page (or an “Oops, you are not authorized” message), click the nine dots in the top left corner of your screen to open the global menu. Under Facility Management, click Maintenance Dashboard (Work Orders).
By default, this page shows all work orders to which you have access, typically organized by priority. In most cases, this will only be the work orders assigned to your account.
Want to change up the view?
Click My Default to open the dropdown menu and select a different view.
You may edit the My Default view by clicking the gear settings icon, or create a new view by clicking Add New.
The View Settings window is organized into two tabs: General and Columns.
The General tab controls the parameters for which work orders are included in the view, and the Columns tab determines which conditions are displayed on the grid.
You may also customize what's shown in the My Work Orders tab by selecting one or more options from the My Work Orders Tab section.
To save an existing view, click Save. To save a new view, click Save As.
The legend at the top of the screen explains the grid's color coding:
| Pink | Selected Work Order |
| Yellow | Pending |
| Orange | Undispatched |
| Green | Open |
| Blue | Pending Approval |
| Gray | Completed |
| Red | Cancelled |
You may also see green open work orders with red text. This means that the work order has been awaiting acknowledgment longer than 72 hours.
Grid Filtering Tips
- Click any column header to sort alphabetically by that column. Click again to sort reverse alphabetically.
- Use the Search box at the top of the grid to search all columns.
- Click the checkbox in one or more column header, then use the search box to search only the selected column(s).
Work Order Request
If a work order has been assigned to you, you will receive an email notification with a link to view and acknowledge the request.
Open the work order by clicking the link in the email, or by clicking on the Work Order number in the Maintenance Dashboard.
Tip: There may be a limited window of time for you to respond to the request based on priority code. Make sure to familiarize yourself with the way the client utilizes priority codes so the expectations are clear.
Work Order Details
Whether you open the work order from the Maintenance Dashboard or the request email, the Work Order Details page is the same.
At the top of the screen, you can choose to view or hide details about the facility, including the address and phone number, by clicking the down-facing arrow.
Underneath the Work Order Details heading, you will always see the current Status for the work order.
Accept or Decline a Work Request
To acknowledge a new work order request, click the Select Status dropdown menu, select Accept or Decline, and click Update Status to save.
Accepting the work order will update the current status to "Dispatched.”
A dispatched work order may be cancelled or set to “On Hold for Parts” from the Select Status dropdown menu.
Check In & Start Work
Once on site, click the Check In button. This will automatically update the status to “Arrived on Site.”
Update Work Order Details
Depending on your level of access and the type of work needed, use the tools available on the Work Order Details page to document the task(s) performed.
Tabs
Click the different tab headings to see additional pages where you can track parts, estimate costs, upload invoices or documents, and view work order history and contacts.
Edit Content
Click any pencil edit icon to make updates to the associated section.
Any changes you make will be recorded in the Work Order History tab.
Add Comments
In the comments section, click the plus (+) icon to open the comment window. Type the comment and click Add new.
Once added, comments may be edited or deleted. All active comments are listed in the Work Order Details along with the user name and timestamp, and are tracked in the Work Order History.
Upload Documents
Click the Documents tab, and click Add Document.
Select one of the following options, select the file, and click Add new.
| Option | Description |
|---|---|
| Use Existing | Select from documents that already exist in the facility's Electronic File Cabinet. |
| Upload a New File | Open the E-file upload tool in a pop-up window to designate how the file should be organized in the facility's E-files in addition to uploading directly to the work order. |
| Quick Upload |
Upload a file directly to the work order. * The file will still be added to the facility's E-files, but without a description or tags. |
Once the document has been added to the work order, you can click the thumbnail to view or download the document. You may also remove it by clicking the “X.”
Complete Work Order
Some clients require specific tabs, sections, or fields to complete a work order. Additionally, some clients have different expectations regarding when the Invoice should be uploaded in relation to when the work order is checked out. Please defer to the client's guidance for specific instructions, as the steps outlined here may not be an exact match to your use case.
Tip: Please make sure to coordinate with the client to ensure you meet their expectations for a complete work order.
Closure Details
On the Details tab, click the pencil edit icon in the Close section to open and edit information like the time spent on the work, the rate, and the problem cause. Click update to save.
Upload Invoice
Click the Invoice tab to provide invoice information and upload a file when applicable.
Tip: Take note of the NTE (Not to Exceed) amount at the top of the page. If the expected or actual cost of the work exceeds this limit, click Request Increase to send a request to the client with comments.
Check Out
When you're finished documenting the completed work, click Check Out. This will update the status to “Verify Work Order Completion."
No further edits can be made to the Work Order once this status is set.
If an invoice has not yet been submitted, this status update will trigger an email from the client requesting an invoice.