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Work Orders Overview

Work orders are the heart of field service operations in Clearwell. They track service requests from creation through completion, ensuring nothing falls through the cracks.

What are Work Orders?​

Work orders help you:

  • 📋 Track service requests from start to finish
  • 👷 Assign work to technicians or teams
  • 📅 Schedule appointments with customers
  • 🔧 Document work performed with photos and forms
  • 💰 Track time and materials for billing

Work Order Lifecycle​

1. Creation​

  • Customer request
  • Scheduled maintenance
  • Emergency dispatch
  • Internal request

2. Assignment​

  • Assign to technician
  • Set priority level
  • Schedule appointment
  • Add instructions

3. Execution​

  • Technician performs work
  • Documents with forms
  • Captures photos
  • Records time/parts

4. Completion​

  • Customer signature
  • Final documentation
  • Quality review
  • Invoice generation

Key Features​

Comprehensive Information​

  • Customer and location details
  • Asset/equipment information
  • Problem description
  • Service history
  • Special instructions

Scheduling & Dispatch​

  • Calendar integration
  • Route optimization
  • Technician availability
  • Customer preferences
  • Emergency prioritization

Field Execution​

  • Mobile access
  • Offline capability
  • Digital forms
  • Photo documentation
  • Parts tracking
  • Time recording

Documentation​

  • Service reports
  • Customer signatures
  • Before/after photos
  • Completed checklists
  • Parts used
  • Technician notes

Work Order Types​

Reactive Maintenance​

  • Customer reported issues
  • Emergency repairs
  • Break/fix services
  • Troubleshooting

Preventive Maintenance​

  • Scheduled services
  • Routine inspections
  • Filter changes
  • Compliance checks

Installation​

  • New equipment setup
  • System commissioning
  • Initial configuration
  • Customer training

Inspection​

  • Safety audits
  • Compliance verification
  • Condition assessments
  • Quality checks

Status Workflow​

Standard Statuses​

  1. Draft: Being created
  2. Scheduled: Appointment set
  3. Dispatched: Assigned to tech
  4. In Progress: Work started
  5. Completed: Work finished
  6. Approved: Quality checked
  7. Invoiced: Billed to customer

Custom Workflows​

  • Add custom statuses
  • Define transitions
  • Set permissions
  • Automate actions

Benefits​

For Dispatchers​

  • Real-time visibility
  • Efficient scheduling
  • Resource optimization
  • Priority management

For Technicians​

  • Clear instructions
  • Access to history
  • Mobile tools
  • Reduced paperwork

For Customers​

  • Appointment scheduling
  • Status updates
  • Service transparency
  • Digital records

For Management​

  • Performance metrics
  • Cost tracking
  • Quality control
  • Compliance reports

Integration Points​

Work orders connect with:

  • Accounts: Customer information
  • Assets: Equipment serviced
  • Smart Forms: Service documentation
  • Inventory: Parts used
  • Billing: Invoice generation
  • Analytics: Performance data

Mobile Features​

Offline Support​

  • Download work orders
  • Complete without connection
  • Auto-sync when online
  • No data loss

Field Tools​

  • GPS navigation
  • Barcode scanning
  • Photo capture
  • Digital signatures
  • Voice notes

Real-time Updates​

  • Status changes
  • Time tracking
  • Location updates
  • Completion alerts

Getting Started​

  1. Create work orders
  2. Schedule appointments
  3. Assign to technicians
  4. Execute in field

Best Practices​

Clear Communication​

  • Detailed descriptions
  • Specific locations
  • Contact information
  • Access instructions
  • Safety warnings

Efficient Scheduling​

  • Group nearby jobs
  • Match skills to work
  • Allow travel time
  • Buffer for delays
  • Customer preferences

Quality Documentation​

  • Complete all fields
  • Take clear photos
  • Get signatures
  • Record actual work
  • Note follow-ups

Continuous Improvement​

  • Review completed work
  • Track metrics
  • Gather feedback
  • Update processes
  • Train team

Common Use Cases​

HVAC Service​

  • Seasonal maintenance
  • Emergency repairs
  • Filter replacements
  • System installations
  • Energy audits

Property Management​

  • Tenant requests
  • Routine inspections
  • Emergency repairs
  • Preventive maintenance
  • Move-in/out inspections

Fleet Maintenance​

  • Scheduled services
  • Breakdown response
  • DOT inspections
  • Accident reports
  • Fuel tracking

IT Services​

  • Help desk tickets
  • Equipment setup
  • Network issues
  • Software updates
  • User training

Next Steps​

Ready to manage work orders? Start with: