Overview

Every order status you create in Fixably has a type. The type is more than a label. It tells Fixably how that status connects to the rest of the system, including whether it gets set automatically and whether it sets off other actions, like sending an email to a customer.

This article walks through the status form, including the Display order field that controls where a status appears in status pickers and the Yellow and Red limits, which are entered in hours. It then lists every status type, what it means, and what it triggers automatically, including which types are tied to a specific integration (such as GSX, GSPN, or DST).

Setting up Statuses

1. Using an Administrator account, from the Fixably Home Screen, select your User Name menu and then click System Settings.
   
   
   
    
2. From the Settings Menu, click Order Statuses.
   
   
   
    
3. Pick the Queue you want to work on at the top of the page, then click New Status.
   
   
   
    
4. Enter the Name for your Order Status. The optional Public Name is what customers see in the portal when it is set. Add a short Description so your team knows what the status is for.
   
   
   
    
5. Assign the new Order Status to a Queue.
   
   
   
    
6. Set the Display order (ordinal). This number decides where the status appears in the status pickers in Fixably, such as the status dropdown on the order view and the Order Statuses list in System Settings (the status filter in Order Lists stays alphabetical). Lower numbers come first. Statuses are sorted within their type group, so a status with display order 10 of type Waiting for parts is listed first among the Waiting for parts statuses, not first overall. Leave the field empty to keep the current behaviour: statuses without a display order are listed after the numbered ones, in the order they were created, with the default status of each type leading its group. Use steps of 10 (10, 20, 30…) so you can slot a new status in later without renumbering.
   
   
   
    
7. Select the Type of Order Status. The list is grouped into General types, types that belong to integrations and features on your account, and types for integrations your account does not have. The last group stays selectable, but is marked, and Fixably will not set those statuses automatically. As soon as you pick a type, a short description under the field tells you what the type means and when Fixably sets it on its own. The full list is in Status types and what they trigger below.
   
   
   
    
8. Select the Time Type. This field indicates where the following expected action will come from when an Order enters this status.
   
   
   
   
   • Service Provider > someone from your business needs to act next
   • Customer > waiting for the customer to act next
   • Third Party > waiting for a third-party (like a Vendor or Manufacturer) to act next
   • Not applicable > no one is expected to act next (like when something has been picked up already)
9. The Yellow Limit highlights the order yellow in Order Lists once it has sat in this status for the number of hours you enter. Decimals are fine: 1.5 means 90 minutes, 72 means three days. Leave the field empty for no limit. The line under the field reads the limit back in plain language and tells you whether an email will go out. Add one or more addresses to Yellow limit email notification if you want an email when the limit is reached; the email goes out at the daily Email time further down the form.
   
   
   
    
10. The Red Limit works the same way and highlights the order red. It is usually set higher than the yellow limit, for example yellow at 24 hours and red at 72 hours.
    
    
    
     
11. When complete, click Save.
    
    
    
     

Back in the Order Statuses list, statuses appear in display order and the limit columns show the hours you entered, with the same value in days or minutes beside them. A dash means no limit is set.

Putting statuses in workflow order

The display order is most useful when a queue has several statuses of the same type. Say your Austin store's iPhone queue has three Waiting for customer statuses: Waiting for customer approval, Waiting for customer to drop off, and Waiting for customer callback. Give them display orders 10, 20 and 30 and they will appear in that order in the status dropdown on every iPhone order, instead of in the order they happened to be created. The display order does not change what the status does, only where it is listed. Statuses inherited from a parent queue follow the same rule, with the queue's own statuses listed before the parent's inside each type group.

Status types and what they trigger

The same descriptions appear under the Type field in the status form, so you can check a type while you are setting up the status. Statuses marked as tied to an integration only behave this way if your shop has that integration enabled. If the integration isn't connected, that automation simply won't happen, and you can still set the status by hand.