Create work order types

Audience: Dispatchers and administrators

A work order type defines essential components that are needed to create a new work order (WO), such as request, service, and technical object types.

Prerequisites

Before you start, ensure that you have all of these components to define your new work order type:

• Request type.

  • See Create request types.

• Service type.

  • See Create service types.

• Technical object type.

  • See Create a technical object type.

Follow the UI path

All following instructions start from this system path:

Configuration > Core > Work Order Management > WO Types

Create a work order type

1. On the Search work order types page, click the + New button.

2. On the Edit work order type page, select an option from:

   • Request type.

   • Service type.

   • Technical object type.

   • Structure.

   • Mobile accounting type.

3. In the OC association type section, click the Search icon.

4. In the meter type window, drag at least one rule from the Available column to the Selected column.

   • To understand the rules, see Configure OC association rules.

5. Click Ok.

6. Click Save.

Configure OC association rules

To define how the system determines which OC manages a WO, configure association and prioritization rules on the WO type. The system evaluates the rules sequentially to automatically select the internal OC. You can associate a reference OC with a WO by:

• External input: An external system (e.g., ERP or CRM) that generates the WO dynamically provides the OC as an input parameter.

• Territory: The system automatically determines the most suitable OC by checking which OC covers the geographic coordinates of the WO's asset or customer.

  • Note: Two WOs at the exact same location might route to different OCs if their WO types belong to different structures in the organization.

• Asset: The system has a static, fixed association defined in the asset master data. The facility is directly linked to an OC, and that OC manages all WOs for that asset.

• WO type: An asset is associated with different OCs based on the specific work required. 

  • For example, a "Cut for non-payment" WO on a meter goes to the Demo OC, but an "Ordinary maintenance" WO on the exact same meter goes to the Demo Bologna.

• Custom: The system associates WOs according to customized rules.

Set mobile actions

To configure whether technicians must confirm their arrival before they start work in the mobile app:

1. On the right, in the Filter panel, enter desired parameters for a work order type.

2. Click Search.

3. In the Work order types list, next to the desired type, click the Three dots menu.

4. Select Set mobile actions.

5. Choose an option:

   • With arrival: Displays the “On arrival” status button in the mobile app.

   • Without arrival: Hides the “On arrival” status button in the mobile app. To start their activities, technicians can move directly from “Take in charge” to “Running”.

6. Click Save.

What’s next

• To define which materials technicians can use on a WO type, see Associate allowed materials on WO types.

• To import many WO types from a .xlsx file, see Mass import work order type data.

• To associate WO types and activities, see Create activities.

• To understand the difference between WO types and operation types, see Compare work order types and operation types.