Work orders

The operational job: what must be done, for whom, and with which type/closeout rules. Appointments are the visits. A service request is only intake. Dispatch assigns people to visits, not to this record.

Operations → Work orders · /app/w/{workspace}/work-orders · work_orders.view

Purpose

Keep one job record even when technicians visit twice. Money, forms required on Closeout, and office Complete live here. Execution state lives on the appointment and on each technician assignment.

Creation paths

• Office New work order (work_orders.create) — starts Draft.
• Convert a service request.
• Public booking — Draft + appointment (not a request).
• Preventive maintenance generation — Draft.
• Estimate Convert to work order after Accept — explicit convert, not Accept itself.
• Finding corrective follow-up (optional 0..1 WO).

Create from the office

1. Operations → Work orders → New work order.
2. Customer (required). Title (required). Priority (required): Low, Normal, High, Urgent — a sort label, not an SLA and not auto-dispatch.
3. Site (optional, recommended).
4. Type (optional) — drives forms/photos/signatures on Closeout of each visit, not on office Complete.
5. Save. Number WO-YYYY-######. Status Draft. Field stays empty until Open and a dated assigned visit exists.

Work order profile

Work-order profile in the office CMS. Sample company data. Technician Closeout lives on the appointment, not on this Complete button.

Lifecycle

Status	Meaning	Allowed next
Draft	Not released to Field, even if assigned.	Open, Cancelled
Open	Released. Ready to schedule.	In progress, On hold, Completed, Cancelled
In progress	At least one visit started, or office clicked Start.	On hold, Completed, Cancelled
On hold	Paused (reason required).	In progress, Completed, Cancelled
Completed	Office marked the job done. Not terminal.	Closed
Closed	Filing done. Terminal.	—
Cancelled	Will not be done. Reason required. Terminal.	—

Complete appointment (Closeout) does not set this status to Completed. Completing the visit while the work order stays Open is normal when more visits remain.

Finish my work ≠ Closeout ≠ Complete

Action	Where	Effect
Finish my work	Field assignment	Ends your technician work. Does not complete the appointment.
Closeout / Complete appointment	Appointment	Visit done (forms/photos/signatures as the type requires; all technicians Finished).
Complete	Work order	Office work_orders.complete. Does not check forms or appointment state.
Close	Work order	From Completed only.

I completed today’s visit — why is the work order still Open? Because Closeout finishes the appointment. Click Complete on the work order when the whole job is done (then Close).

Related features

Appointments · Dispatch · Forms · Findings · Service reports · Inventory · Estimates · Visit entitlements (consume on Complete with intent, not Closeout).

Permissions

work_orders.view, create, update, complete, plus cancel as catalogued. Field does not get office Complete.

Troubleshooting

• Field empty — still Draft, or no dated assignment.
• New work order for a return visit — add a second appointment instead.
• Assuming Closeout Completes the job.
• Cancelling the work order when only one visit should be cancelled.

People attach to the appointment, not the work order. Field PWA (included with Web) and Veldriq Field (separate Flutter SKU) both execute assigned appointments. They do not create work orders.