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How to Reopen a Work Order

Reopen completed or closed work orders when the issue wasn't fully resolved or additional work is required. Reopening maintains the original Work Order ID and tracks the history for compliance and First Fix Rate reporting.

Quick Summary

Open a completed work order, click the Actions menu (three dots), select Reopen, enter a reason, and click Reopen Work Order.

Before You Begin​

Requirements
  • You must have Manager or Admin permissions
  • The work order must be in Complete or Close status
  • "Work On Only" users cannot reopen work orders

Step-by-Step Guide​

Step 1: Find the Completed Work Order​

  1. From the left sidebar, click Work Orders
  2. Filter by status: Complete or Close
  3. Find the work order that needs to be reopened
  4. Click on the work order to open the detail view

Step 2: Open the Reopen Dialog​

  1. Click the Actions menu (three dots) in the top right
  2. Select Reopen from the dropdown
note

If you don't see the Reopen option, check that:

  • The work order is in Complete or Close status
  • You have Manager or Admin permissions

Step 3: Provide a Reason​

In the Reopen Work Order dialog:

FieldRequiredDescription
Reason for reopeningYesExplain why the work order needs to be reopened (20-500 characters)
AttachmentsNoUpload photos or documents supporting the reopen reason (max 5 files)

Example reasons:

  • "Issue not fully resolved - equipment still making noise"
  • "Tenant reports problem recurred after initial repair"
  • "Quality inspection failed - work needs to be redone"

Step 4: Upload Evidence (Optional)​

  1. Click Upload Evidence
  2. Select up to 5 files (photos, documents)
  3. Files are attached to the work order for reference

Step 5: Confirm and Edit​

  1. Click Reopen Work Order
  2. The work order status changes to Reopened
  3. The Edit form opens automatically so you can:
    • Update the start date and due date
    • Reassign to the same or different technician
    • Add additional notes

Understanding Reopened Work Orders​

What Changes​

When you reopen a work order:

AspectWhat Happens
StatusChanges to "Reopened"
Work Order IDStays the same (maintains history)
Reopen CountIncremented and displayed
Activity LogRecords who reopened it and why
Edit ModeOpens automatically after reopening

Locked Fields (SOP Work Orders)​

If the work order had a completed SOP/inspection form:

Compliance Lock

The following fields are locked to maintain audit compliance:

  • Location — Cannot be changed
  • SOP Form — Original form response is preserved

You'll see a notice: "This work order has been reopened after completion. The following fields are locked to maintain audit trail."

Reopen Count Tracking​

The work order detail view shows how many times it has been reopened:

#WO-123 • Reopened 2 times

This helps identify recurring issues and impacts First Fix Rate (FFR) calculations.

First Fix Rate Impact​

Reopening a work order affects your organization's First Fix Rate metric:

First Fix Rate = (Work Orders NOT Reopened / Total Work Orders) × 100

Example:

  • 100 work orders completed
  • 5 were reopened
  • FFR = (95 / 100) × 100 = 95%
Tracking Quality

Use the reopen count to:

  • Identify recurring equipment issues
  • Track technician performance
  • Improve maintenance procedures
  • Support quality audits

Real-World Examples​

Example 1: Equipment Still Not Working​

Situation: An AC unit was repaired and marked Complete, but the tenant reports it's still not cooling properly.

Solution:

  1. Open work order WO-789
  2. Click Actions → Reopen
  3. Enter reason: "Tenant reports AC still not cooling to set temperature. Initial repair may have addressed wrong component."
  4. Upload tenant's complaint photo showing thermostat reading
  5. Click Reopen Work Order
  6. Update due date to tomorrow
  7. Assign to senior HVAC technician for second assessment

Result: The work order shows "Reopened 1 time" and the full history is preserved for the supervisor's review.

Example 2: Failed Quality Inspection​

Situation: A painting job was completed, but quality inspection found missed spots.

Solution:

  1. Open the completed painting work order
  2. Click Actions → Reopen
  3. Enter reason: "Quality inspection failed. Paint coverage incomplete on north wall corner and window trim."
  4. Upload inspection photos showing the defects
  5. Click Reopen Work Order
  6. Reassign to the same painter with notes about specific areas

Result: Documentation supports the rework request. First Fix Rate is accurately tracked for performance reviews.

Example 3: SOP Work Order Needs Redo​

Situation: A fire safety inspection was completed with an SOP checklist, but one extinguisher was missed.

Solution:

  1. Open the completed inspection work order
  2. Click Actions → Reopen
  3. Enter reason: "Fire extinguisher in Stairwell B-3 was not included in original inspection. Requires additional check."
  4. Click Reopen Work Order
  5. Notice: Location and SOP Form fields are locked
  6. Update description to specify the missed extinguisher
  7. Set new due date for compliance deadline

Result: The original SOP response is preserved for audit. A new inspection can be completed for the missed item.

Troubleshooting​

Can't Find Reopen Option​

IssueCauseSolution
No Reopen in menuWork order not in Complete/Close statusCheck current status
No Actions menu"Work On Only" permissionContact your admin for Manager access
Menu is emptyInsufficient permissionsRequest permission upgrade

Reopen Failed​

IssueCauseSolution
Validation errorReason too shortEnter at least 20 characters
Upload failedFile too largeTry smaller files or fewer attachments
Network errorConnection issueRefresh and try again

Need help? Contact Infodeck Support

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