Glossary
Work Orders
What Are Work Orders for Field Service?
A work order is a documented request or instruction that initiates, assigns, and tracks a specific task, job, or service activity. In field service, work orders are typically used for repair and maintenance, installation, or inspection tasks. They provide clear details on the work to be performed, resources required, and the status of the task from start to completion.
Key Components of a Work Order
- Work order number or ID.
- Description of the task or issue.
- Assigned personnel or team.
- Location of the job.
- Materials or tools required.
- Priority level.
- Deadlines or scheduled date and time.
- Status tracking (e.g., open, in progress, closed).
- Notes or attachments (photos, instructions, customer signatures).
Types of Work Orders
- Preventive maintenance work orders: Scheduled tasks that maintain equipment or assets in working condition and help prevent failures (e.g., HVAC servicing, safety inspections).
- Corrective maintenance work orders: Created after a problem is identified to restore equipment or systems to proper working condition (e.g., replacing a malfunctioning motor).
- Repair work orders: Focused on fixing specific equipment or infrastructure issues caused by wear, damage, or malfunctions.
- Installation work orders: Issued for new installations such as equipment, systems, or infrastructure (e.g., installing a server or industrial pump).
- Inspection work orders: Used to carry out regulatory, safety, or quality control inspections at scheduled intervals or in response to an event.
- Emergency work orders: Created when urgent attention is required to prevent significant downtime or safety risks (e.g., burst pipes, electrical hazards).
Use Cases by Industry
- Facilities management: Scheduling HVAC repairs or cleaning services.
- Manufacturing: Logging and resolving production equipment issues.
- Utilities: Dispatching crews for meter installations or outage repairs.
- Construction: Assigning subcontractors for specific project tasks.
- Healthcare: Requesting maintenance for medical equipment.
Examples in Context
- “The technician closed the work order after completing the maintenance.”
- “All emergency requests must be submitted via a work order for proper tracking.”
- “The system automatically generates a new work order for scheduled inspections.”
Related Terms
Field service management (FSM)
The coordination of field operations to manage dispatching, work orders, technicians, and service delivery.
Scheduling and Dispatching
The process of assigning and sending field technicians to jobs based on availability, location, and priority to ensure timely service delivery.
Asset performance management
Optimizing asset reliability and efficiency through data-driven monitoring, predictive maintenance, and field service analytics.
Computerized maintenance management system (CMMS)
A platform for managing work orders and maintenance operations.
Service request
The initial report or request that may generate a work order.
Techniques used to gather information from various sources, such as sensors, inspections, field reports, and digital forms, for analysis and decision-making.
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