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Creating Work Orders

Learn how to create work orders for different scenarios - from emergency repairs to scheduled maintenance.

Quick Create Methods​

Method 1: Standard Creation​

  1. Click Work Orders in navigation
  2. Click "+ New Work Order"
  3. Fill in required information
  4. Click "Create"

Method 2: From Account​

  1. Navigate to customer account
  2. Click "Create Work Order"
  3. Account auto-populates
  4. Complete remaining fields

Method 3: From Asset​

  1. Go to asset page
  2. Click "Schedule Service"
  3. Asset and account auto-fill
  4. Add service details

Method 4: Customer Portal​

  • Customers submit requests
  • Auto-creates work order
  • Routes for approval
  • Notifies dispatcher

Required Information​

Customer & Location​

  • Account: Select customer
  • Service Address: Where to perform work
  • Contact Person: Who to call
  • Phone Number: Best contact method
  • Access Instructions: Gate codes, parking

Service Details​

  • Title: Brief description (e.g., "AC Not Cooling")
  • Description: Detailed problem/request
  • Service Type: Category of work
  • Priority: Emergency, High, Normal, Low
  • Requested Date: When customer wants service

Asset Information​

  • Asset: Equipment to service (optional)
  • Location Details: Floor, room, area
  • Problem Code: If using standard codes
  • Service History: Auto-shows previous work

Work Order Types​

Emergency Service​

For urgent issues requiring immediate response:

Priority: Emergency
Response Time: 2 hours
Auto-dispatch: Yes
Override Schedule: Yes
Customer Notification: Immediate

Best Practices:

  • Clear problem description
  • Accurate contact info
  • Note safety hazards
  • Confirm availability
  • Set expectations

Scheduled Maintenance​

For routine, preventive services:

Type: Preventive Maintenance
Recurrence: Monthly/Quarterly/Annual
Generate: 30 days in advance
Auto-assign: Based on territory
Forms: PM Checklist required

Setup Tips:

  • Link to maintenance contract
  • Include service checklist
  • Set standard duration
  • Define parts needed
  • Schedule during business hours

Installation/Project​

For new equipment or systems:

Type: Installation
Phases: Multiple work orders
Dependencies: Sequential tasks
Resources: Multiple technicians
Duration: Extended timeframe

Planning Steps:

  1. Create project template
  2. Define phase sequence
  3. Assign resources
  4. Set milestones
  5. Track progress

Inspection​

For audits and compliance:

Type: Inspection
Forms: Required checklists
Photos: Before/after required
Compliance: Track pass/fail
Follow-up: Auto-generate if failed

Advanced Options​

Scheduling Details​

  • Duration: Estimated time needed
  • Arrival Window: Customer expectation
  • Technician: Specific assignment
  • Skills Required: Certifications needed
  • Tools Required: Special equipment

Instructions & Notes​

  • Internal Notes: Team-only information
  • Technician Instructions: Specific directions
  • Customer Notes: Visible to customer
  • Safety Warnings: Hazards to note
  • Parts List: Expected materials

Attachments​

  • Previous service reports
  • Equipment manuals
  • Photos of issues
  • Customer communications
  • Warranty documents

Bulk Creation​

Recurring Services​

Create multiple work orders at once:

  1. Set up recurrence pattern
  2. Define date range
  3. Select affected assets
  4. Review generated orders
  5. Confirm creation

Import from CSV​

For large batches:

Account,Asset,Title,Description,Date,Priority
"ABC Corp","AC-001","PM Service","Quarterly maintenance","2024-03-01","Normal"
"ABC Corp","AC-002","PM Service","Quarterly maintenance","2024-03-01","Normal"

Templates​

Save time with templates:

  1. Create template from existing order
  2. Name and categorize
  3. Use for similar work
  4. Modify as needed

Assignment Rules​

Auto-Assignment​

Set rules for automatic assignment:

  • By territory/zip code
  • By skill requirements
  • By availability
  • By workload balance
  • Round-robin distribution

Manual Assignment​

Consider these factors:

  • Technician skills
  • Previous experience
  • Customer preference
  • Current location
  • Schedule availability

Team Assignment​

For complex work:

  • Assign lead technician
  • Add support team
  • Define roles
  • Coordinate schedules
  • Track all time

Customer Communication​

Appointment Booking​

  • Send available time slots
  • Customer selects preference
  • Auto-confirm appointment
  • Send calendar invite
  • Reminder notifications

Status Updates​

Keep customers informed:

  • Order created confirmation
  • Technician assigned
  • On the way notification
  • Work completed
  • Follow-up survey

Access Requirements​

Document clearly:

  • Gate/door codes
  • Parking instructions
  • Pet information
  • Contact preferences
  • Special requirements

Quality Controls​

Required Fields​

Enforce data quality:

  • Minimum description length
  • Valid phone numbers
  • Complete addresses
  • Asset selection
  • Priority justification

Approval Workflow​

For certain scenarios:

  • High-value work
  • After-hours service
  • Non-contract work
  • Special resources
  • Customer authorization

Duplicate Prevention​

System checks for:

  • Same asset/same day
  • Similar descriptions
  • Recent completions
  • Open work orders
  • Recurring conflicts

Tips for Success​

Clear Descriptions​

Good: "2nd floor conference room AC not cooling. Thermostat shows 78°F but set to 72°F. Started yesterday afternoon."

Bad: "AC broken"

Accurate Priorities​

  • Emergency: Safety issue, major impact
  • High: Business disruption
  • Normal: Standard service
  • Low: Convenience items

Complete Information​

  • Verify contact numbers
  • Confirm service address
  • Note access details
  • Include asset info
  • Set realistic dates

Mobile Creation​

Field techs can create on-site:

  • Use current location
  • Scan asset QR code
  • Take problem photos
  • Get customer signature
  • Assign to self

Common Scenarios​

Follow-up Work Order​

When additional work needed:

  1. Create from completed order
  2. Reference original
  3. Note what's needed
  4. Link for history
  5. Schedule appropriately

Warranty Service​

For covered repairs:

  1. Verify warranty status
  2. Note coverage details
  3. Flag as warranty
  4. Track separately
  5. Different billing

Multi-Trade Coordination​

When multiple skills needed:

  1. Create parent order
  2. Add child orders by trade
  3. Set dependencies
  4. Coordinate schedules
  5. Track overall progress

Next Steps​