Work orders (WOs) help you manage, schedule, assign, and dispatch field activities to technicians. WOs are always associated with a facility (a customer, plant, or technical network element) and have a list of operations required to execute the work correctly.
Manage your WOs as orders or by operation:
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Managed as order: All operations within the WO are assigned and debriefed together.
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Managed by operation: Each operation within the WO can be assigned and debriefed independently.
Understand the work order header
A WO’s Header section has core information and attributes for the entire order.
See Reference: Work order terminology.
Work order operations
Work order operations determine the actual field activities the resource must perform. WOs can contain a single or multiple operations. Single operations are typically customer-associated tasks, whereas multiple operations are typically facility maintenance tasks.
Operations are divided into two categories:
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Scheduling data: The information required to effectively schedule procedures.
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Accounting data: The information collected when technicians execute or debrief WOs.
See Reference: Work order terminology.
Interventions
Throughout its life cycle, an operation can be assigned more than once. Every time a technician travels onsite to perform a specific WO operation is called an intervention. These interventions are objects that are displayed on the planning board and dispatched to the technician. The system traces every distinct field exit.
Some WOs require multiple interventions, such as when there is an incomplete task or multi-day task. Here are two examples:
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Incomplete task: A team arrives, but the customer is absent. They debrief the operation with an "Absent customer" outcome. A second intervention must be scheduled to complete the work.
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Multi-day task: A large activity takes several days. The team completes and debriefs a portion of the work each day. The WO and operation remain the same, but there are multiple interventions with different dates and accounted hours.
What’s next
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To understand more WO terms, see Reference: Work order terminology.
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To make a WO, see Create work orders.
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To find a WO, see Search and perform mass actions on work orders.
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To track the progress of WOs, see Monitor WOs and interventions.
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To share information across different executions and operations, see Manage work order notes.