Work Orders in FSM

Overview

A Work Order in the Field Service module represents the execution of a service activity.

It is the central document where all service-related information is recorded, including:

• Work performed

• Assigned technicians

• Used materials (spare parts)

• Labor and expenses

• Service documentation and signatures

Work Orders ensure that service activities are executed, tracked, and finalized in a structured and consistent way.

Role of Work Orders in the System

Work Orders are directly linked to Appointments and represent the execution phase of the service process.

• A Work Order is automatically created when an Appointment is created

• All service activities are performed and recorded within the Work Order

• The Work Order is used for:

  • Documentation

  • Customer communication

  • Invoice generation

What a Work Order Includes

A Work Order combines operational, financial, and documentation elements into a single record.

Job and Service Details

• General Service Description

• Notes from the Head Technician

• Optional Customer Notes

These describe:

• The performed work

• Findings and actions

• Any agreements or observations

Customer and Appointment Context

• Linked Customer

• Service Location (from Appointment)

• Related Appointment details

Team Assignment

• One or more Technicians (members)

• One designated Head Technician

The Head Technician:

• Is responsible for execution

• Appears in the Work Order documentation

• Signs the Work Order

Serviceable Assets (Machines / Equipment)

• Defines which customer assets were serviced

• For each asset:

  • Service description

  • Runtime / operational data

Spare Parts and Materials

• Tracks all materials used during service

Includes:

• Quantity

• Price

• LOT / Serial numbers (if applicable)

• Chargeable flag (for billing control)

Labor and Expenses

The Work Order records all cost-related elements:

• Distance (travel)

• Workhours (labor)

• Other Expenses

• Business Travel Expenses

These values are used for:

• Service reporting

• Invoice generation

Work Execution Tracking

Work Orders support execution tracking through:

• Start

• Pause

• Resume

• Complete

• Cancel

This allows monitoring of service progress and duration.

Signatures and Validation

Work Orders include a digital signature workflow:

• Head Technician Signature

• Customer Signature

These confirm:

• Work completion

• Service acceptance

Approval and Control

To ensure service quality:

• Completed Work Orders must be reviewed and signed before being sent to the customer

• This validation can be performed by:

  • Service Manager

  • Service Coordinator

  • Head Technician

Output and Billing

Once completed, the Work Order is used to generate:

Service Report (Work Order PDF)

• Contains:

  • Service details

  • Assets

  • Spare parts

  • Notes

  • Signatures

• Can be:

  • Previewed

  • Sent to the customer

Invoice

If the service is billable, the Work Order can be converted into an Invoice including:

• Distance

• Workhours

• Spare parts

• Additional expenses

Key Characteristics

Work Orders:

• Represent the execution and documentation phase

• Are automatically created from Appointments

• Centralize all service-related data

• Support both operational tracking and financial processing

See also:
What is Field Service Management
Appointments in Field Service Management