The Work Order Management module tracks the entire lifecycle of work orders, from initiation to completion, ensuring that service activities are executed efficiently and thoroughly. Work orders can be created manually, via templates, or using automation engines, with several stages involved in their management. For an illustration of work order lifecycle with examples, see Work Order Lifecycle.

You can create, execute, and close Work Orders based on your business requirements. The following sections explain the available options.

Work orders are either created manually or through automated process engines. Both of these approaches can coexist, as they serve different purposes and provide users with flexibility of using work order creation process for their business requirements. For example, the Helpdesk Agent creates work orders from cases using the SFM a business setup, also and the Preventive Maintenance engine creates work orders for preventive maintenance scenarios set up in the organization.

For more information, see Work Order Creation.

Work Order Execution refers to the set of actions performed after a Work Order is created to ensure the assigned service task is completed accurately, on time, and in accordance with customer requirements.

For more information, see Work Order Execution.

After executing the work order, technicians must close the work order by recording the closure information. Also, they can generate service order report and capture customer’s signature. For more information, see Work Order Completion.