Work Order Status Definitions
Each work order in FieldPulse moves through a defined status lifecycle. Understanding these statuses is essential for accurate scheduling, reporting, and team communication.
Primary Statuses
Draft
The initial state when a work order is created but not yet published. Draft work orders are visible only to users with Admin or Dispatcher roles. No notifications are sent, and no technician assignment is required.
Scheduled
The work order has been assigned to a date, time window, and technician. This status triggers availability checks and may send customer notifications depending on your notification settings. Scheduled work orders appear on the Dispatch Board.
Assigned
A technician has been assigned, but no specific time window is set. This status is used for jobs that are tentatively allocated but not yet scheduled. Technicians see these in their mobile app under My Jobs but without timing details.
In Progress
The technician has started the job, typically by tapping Start Job in the mobile app or by the dispatcher manually updating the status. Time tracking begins at this point if enabled. Note: In versions prior to 3.2, this status was labeled "Active." Some legacy reports may still reference this terminology.
On Hold
Work has been paused. Common use cases include waiting for parts, customer availability, or permit approvals. Time tracking is suspended. The job remains on the technician's schedule with a visual indicator.
Completed
The technician has finished work on-site. Final photos, notes, and signatures are captured. The work order is locked for further field edits but can still be modified by dispatchers or admins. Triggers completion notifications and, if configured, billing sync to integrated accounting systems.
Cancelled
The job will not be performed. Reason codes should be selected. Cancelled work orders are excluded from standard reporting but retained for audit purposes. Any reserved inventory is automatically released.
Closed
Final administrative state. Invoicing is complete, and no further edits are permitted except by users with Billing Admin permissions. Closed work orders can be archived after 90 days.
Secondary Status Indicators
Some statuses include sub-states displayed as badges:
- Overdue — Scheduled date has passed without status change to In Progress or Completed
- SLA At Risk — Within defined threshold of service level agreement breach; see SLA Breach Alerts
- Requires Review — Checklist or form submission flagged for supervisor approval
- Invoice Pending — Completed but not yet synced to integrated billing system
Status Transitions
The following transitions are permitted by default:
| From | To | Who Can Update |
|---|---|---|
| Draft | Scheduled, Assigned, Cancelled | Dispatcher, Admin |
| Scheduled | In Progress, On Hold, Cancelled | Technician, Dispatcher, Admin |
| Assigned | Scheduled, In Progress, Cancelled | Dispatcher, Admin |
| In Progress | On Hold, Completed, Cancelled | Technician, Dispatcher, Admin |
| On Hold | In Progress, Cancelled | Technician, Dispatcher, Admin |
| Completed | Closed, Reopened* | Dispatcher, Admin, Billing Admin |
*Reopening a completed work order requires enabling the "Allow Reopen" permission in Settings → Work Orders → Lifecycle.
Status History and Audit
Every status change is logged with timestamp, user, and (for mobile actions) geolocation. View the full history in the Activity tab of any work order. For bulk analysis, use the Audit Logs report.
See Also
- Creating and Assigning a Work Order
- Updating Work Order Status from the Mobile App
- SLA Breach Alerts
- Archiving and Closing Work Orders