Work Orders
A work order is a scheduled or ad-hoc job that moves through a clear lifecycle from planning to completion. Use it to track inspections, repairs, maintenance, or any task that needs assignment, evidence, and a record for audits.
Planned vs ad-hoc work
Planned work orders are generated automatically by a Work Schedule and target specific locations, assets, or asset models. Ad-hoc work orders are created manually for one-off or reactive jobs that do not come from a schedule. Both types follow the same status lifecycle and can include checklists, risk assessments, and attachments.
Status lifecycle
Every work order moves through one of four base statuses. Closed work orders also show a resolution label so you can see how they finished.
Projected — a future occurrence that has not yet become a planned job.
Planned — ready to start, assigned, and waiting for the start date or for someone to begin.
In Progress — work has started. When a work order is In Progress and assigned to you, the Run page opens a focused execution mode for checklist steps and evidence capture.
Closed — work is finished. The resolution shows the outcome:
Completed — the job was done and signed off.
Cancelled — the job was cancelled before completion.
Missed — the work order was not started before its due window closed.
Skipped — the scheduled occurrence was intentionally bypassed.
When a work order is closed, the Resolution Details section shows the resolution badge, any notes or reason, the resolved timestamp, and who resolved it.
Reopen a closed work order
If more work is needed after a work order is closed, you can reopen it with a reason instead of creating a new one.
Open the closed work order
Click Reopen
Enter a reason for reopening
Confirm to return the work order to an open status
Reopening keeps the original audit trail intact. Followers can be notified when the work order is reopened.
Finding work orders
Go to Operations > Work Orders to see the full list. Use the filters to narrow down what you need to act on.
Status — Projected, Planned, In Progress, or Closed, plus closed variants (Completed, Cancelled, Missed).
Followed — work orders you are following.
Available To — Me, My Team, Unassigned, or Everyone.
Priority — filter by urgency level.
Category — filter by work category.
Start Date — date range for when the work is planned to begin.
Due Date — date range for when the work is due.
Assignee — individual or group assigned to the work.
Assigned Individual — a specific person.
Assigned Group — a team or group.
Location — the premises location covered by the work.
Due Only — only work that is currently due.
Open Overdue — overdue work that is still open.
When a work order doesn't appear immediately
If a work order doesn't appear right away, try refreshing the page or going back to Operations > Work Orders. The list updates when the system retrieves the latest data.
Work order details
Open a work order to see every detail and management action on the Work Order Details page. The page is organised into sections that show the full context of the job.
Title and Description — what the job is and any background.
Schedule — the linked schedule that generated the work, if any.
Status — current base status and resolution.
Priority — urgency level.
Assignment — who is responsible for the work.
Links — related records such as issues or requests.
Coverage — the locations, assets, or asset models the work targets.
Checklists — structured steps to complete during the job.
Risk Assessment — any risk assessment linked to the work.
Estimated Duration — expected time to complete the job.
Service Desk Items — linked issues or requests.
Form Requests — forms attached to the work.
Files and Images — documents and photos attached to the work order.
Comments — discussion and updates from the team.
Resolution Details — when closed, shows the resolution badge, notes or reason, resolved timestamp, and who resolved it.
When cost management is enabled, the detail page also includes cost line items.
Export a work order as a PDF
From a work order detail page, click Export to generate a browser-ready PDF. The PDF includes the work order details and related information visible on the page. Recent exports are available in the Exports area during the retention period.
Creating ad-hoc work orders
Ad-hoc work orders are created manually for reactive or one-off jobs that do not come from a schedule. You can start one from the work order list, or create one directly from a Service Desk issue or request.
On the work order list, use the create action to start a new ad-hoc work order. The work order is created and you are taken to the detail page, where you can add the title, assignment, coverage targets, checklists, and other details.
When you create a work order from an issue or request, the two records stay linked until you detach the work order. The title, description, priority, and location carry over automatically. See Creating Work Orders from Issues or Requests for the full steps.
Reassigning and managing work
When a work order needs to move to a different person or team, open the work order detail and use the Assignment section to change the assignee. You can also filter the list by Available To to see work assigned to you, your team, or unassigned items that need an owner.
Auto-mark as missed
Work orders linked to a schedule can be automatically marked as missed when they pass their due date. This setting is off by default and only applies to schedule-linked work orders. Ad-hoc work orders are not affected and stay open until someone completes or closes them manually. See Control when work orders are marked as missed for how to enable it.
Scheduled items shifting together
When a repeating work order series is moved to a new date, future projected dates shift with it. This keeps the schedule aligned without manual recalculation.