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Create a Work Order

Create a work order when you need to dispatch a technician to a unit. The flow is two screens. Screen one captures the type and the unit. Screen two is where you assign the technician, set the due date, and adjust the items.

Before you start​

  • You have the work_orders.create permission.
  • The customer exists, or you're ready to create one inline.
  • For an installation, you have the unit's model and serial number on hand.

Steps​

  1. Open Work Orders

    Select Work Orders in the top navigation bar, then select the green New button at the top-left of the list.

  2. Pick the type

    Choose one of:

    • installation — a brand new unit going in.
    • repair — fixing a broken unit.
    • maintenance — recurring scheduled service. Most often auto-created by the system.
    • service — a one-off visit, typically 30–60 days after install.
    • other — anything that doesn't fit above.

  3. Pick the unit

    You have two choices.

    • Use an existing unit. Search by customer name (first, last, or company) or by serial number. Pick from the results.
    • Create a new unit. Enter the model, customer, and optional serial number. If the customer is new too, fill in their name inline. The customer and unit are created when you save.

  4. Save the work order

    Select Save. The work order is created with status unassigned. You're taken to the edit screen.

  5. Set the items

    Set the item quantities the technician will need in the Items card. The card pre-loads every item attached to the unit's device type with quantity 0. The Unit Cost column appears for users with the pricing permission.

  6. Assign a technician

    Pick one from the Technician dropdown in the Assignment card on the right. The status auto-transitions from unassigned to pending the moment you save. (Requires the work_orders.supervise permission. Without it, the Assignment card is hidden.)

  7. Set the due date

    Pick a date and time in Due Date. Technicians see the work order in their day's job list based on this field.

What happens next​

  • An entry is written to work_order_status_histories for every status change, with the user and timestamp.
  • The technician sees the work order in their app under Pending.
  • If a chosen item quantity exceeds its approval_quantity_limit, the work order moves to waiting_approval instead of pending. A WorkOrderNeedsApproval notification fires to the customer.
  • The work order's address is the unit's address. There is no per-work-order address override.

Common situations​

SituationWhat to do
You don't yet know which technician to assignSave without one. The work order stays unassigned. Assign later from the work order page or the dispatch board.
The customer doesn't existCreate them inline during step 3. First name, last name, and company name are enough to start.
You're converting a quotation, not creating from scratchDon't use this flow. Open the fulfilled quotation and select Convert to Work Orders. One work order is created per unit on the quotation.
The unit isn't installed yet (installation type)You can either pick an uninstalled unit, or create one inline. Never use a placeholder unit.
You need to attach a photo or noteSave the work order first. Photos and notes are added on the edit screen, not at creation.

Troubleshooting​

The Save button is greyed out.

You're missing a required field. For installations: model and customer are required. For all other types: a unit is required. Hover the button to see which field is incomplete.

You don't see the New button.

Your account lacks the work_orders.create permission. Ask an admin to grant it — on Settings → Users, edit your user and assign a role (or extra permission) that includes work_orders.create. See Manage Users.

The status didn't change to pending after assigning a technician.

The auto-transition runs on save. Reload the page. If the status is still unassigned, the technician field didn't save — check that the user you picked has the Technician role.

The items list is empty on the edit screen.

The unit's device type has no items attached. Go to Settings → Device Types, open the device type, and link the items it should pre-populate. Then reload the work order.