Using Custom Statuses in Work Orders

Overview

Custom statuses allow you to define a more precise work order lifecycle that reflects your operational workflows. They help improve reporting accuracy and give dispatch teams better visibility over job progression.

When to use custom statuses

Use custom statuses when default system statuses do not provide enough detail for your workflows. This is especially useful for tracking specific job phases, external dependencies, or controlling visibility in self-serve scheduling.

Managing custom statuses

Follow these steps to create or edit statuses.

1. Navigate to Workforce.
2. Click on Settings.
3. Select the Statuses tab.
4. Create a new status or edit an existing one.
   

Each status must be assigned to a category during creation.

Permissions

Permissions for custom statuses are configured under Settings Roles Workforce Custom Statuses.

• View Statuses: Allows access to the status list and configuration page.
• Edit Statuses: Allows creating, modifying, and deleting statuses.

System-triggered default statuses

Certain actions automatically assign a default status based on the category. You can use Workflows to update these to a custom status after the trigger.

• Travel Time: When a technician marks En Route, the default status tracks travel time.
• Starting Procedures: Status moves to the default In Progress when work begins.
• Completing Procedures: Status moves to the default Completed (hit "Submit) when all steps are finished.
• Assignment: If a work order is in an Unscheduled status category, and is assigned to a technician either manually or via an automation (checkout or client portal customer self serve) or via the Technician modal, then the work order is given the Assigned default status.
• Unassignment: If a technician is unassigned from a work order, the status will shift to ‘Pending’.
• Technician Edit: If a technician needs to modify the work type, the system will shift the current work order to ‘Cancelled,’ create a new work order and preserve the original status.

Categories and behaviour

Each status belongs to a category. The category determines system behavior and visibility.

Additional considerations

• Workflow integration: Use Workflows to automatically transition from default statuses to custom statuses.
• Reporting: Reporting is available at both the category and individual status levels, allowing detailed performance tracking.

Deleted statuses remain on historical work orders and in reports, but cannot be reused.