Work Order Configuration & Administration

 

Work Order Types

Set up and maintain work order categories:

• Incidental Work (break-fix, break-replace, break-loan)
• Planned Maintenance
• Inspection Tasks
• Ad-hoc requests

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Status & Lifecycle Definitions

Admins must configure:

• Open → Assigned → En Route → In Progress → Completed → Closed
• SLA timers and escalation triggers
• Mandatory fields per status
• Automated routing rules (optional)

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Skills & Assignment Rules

To support automated dispatching:

• Maintain Technician Skills Matrix
• Configure mapping between work order types and required skills
• Maintain agent location zone assignments
• Activate proximity-based assignment rules

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