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How to Update Work Order Status

How to Update Work Order Status

Update work order status to track progress and keep your team informed.

Quick Summary

Open any work order and click the Status dropdown to change it. Select the new status from the list.

Before You Begin​

Requirements
  • You must have status update permission for work orders
  • The work order must not be in a final status (Complete, Close, Skipped, or Cancelled)

Step-by-Step Guide​

Step 1: Find the Work Order​

  1. From the left sidebar, click Work Orders
  2. Use the search bar to find your work order by:
    • Title (e.g., "AC repair")
    • Work Order ID (e.g., "WO-123")
    • Location (e.g., "Building A")
    • Assignee name

Step 2: Open the Work Order​

Click on the work order title or ID to open the detail view.

Step 3: Change the Status​

  1. Locate the Status section at the top of the detail view
  2. Click the current status to open the dropdown
  3. Select the new status from the list
  4. The status updates immediately

Status Flow​

Work orders typically progress through these statuses:

Open → Accept → In Progress → Complete → Close

Available Status Options​

StatusWhen to Use
OpenInitial status when created
AcceptWhen you acknowledge the work order
In ProgressWhen you start working on the task
On HoldWhen waiting for parts, approval, or information
CompleteWhen the work is finished
CloseAfter verifying the work is done correctly
SkippedFor recurring work orders that don't need to be done this time
CancelledWhen the work order is no longer needed
ReopenedWhen a completed work order needs additional work

Special Cases​

Recurring Work Orders​

Recurring work orders have an additional option:

  • Skip — Skip this occurrence without affecting future scheduled work orders
tip

Use Skip when a scheduled maintenance task doesn't need to be performed (e.g., equipment is temporarily out of service).

Reopening Completed Work Orders​

If work needs to be redone after completion:

  1. Open the completed or closed work order
  2. Click the Actions menu (three dots)
  3. Select Reopen
  4. In the Reopen Work Order dialog:
    • Enter a Reason for reopening (required, 20-500 characters)
    • Optionally click Upload Evidence to attach supporting photos or documents (max 5 files)
  5. Click Reopen Work Order
  6. The work order changes to Reopened status and opens in Edit mode
Who Can Reopen

Only users with Manager or Admin permissions can reopen work orders. The Reopen option only appears for work orders in Complete or Close status.

Locked Fields for SOP Work Orders

If the reopened work order had a completed SOP/inspection form, these fields are locked to maintain compliance:

  • Location
  • SOP Form assignment

You can still edit other fields like title, description, dates, and assignees.

First Fix Rate Tracking

Each reopen is tracked for First Fix Rate (FFR) calculations. The work order detail shows how many times it has been reopened (e.g., "Reopened 2 times").

Status Restrictions​

Final Statuses​

Once a work order reaches these statuses, it cannot be edited:

  • Complete
  • Close
  • Skipped
  • Cancelled

To make changes, you must Reopen the work order first.

Permission-Based Access​

Users with "Work On Only" permission can:

  • Change status
  • Cannot edit, delete, or access the More menu

Real-World Examples​

Example 1: Accepting and Starting Work​

Situation: You're a technician and see a new work order assigned to you for AC repair.

Solution:

  1. Open the work order from your notification or task list
  2. Review the details: location, description, priority
  3. Click the Status dropdown
  4. Change from Open to Accept (confirms you'll handle it)
  5. Head to the location
  6. Once you arrive and begin work, change status to In Progress

Result: Your supervisor sees you've accepted the work. Time tracking starts when you change to In Progress. The requester knows their issue is being addressed.

Example 2: Putting Work On Hold​

Situation: You're working on an HVAC repair but need to order a replacement part.

Solution:

  1. Open the work order
  2. Change status from In Progress to On Hold
  3. Add a comment: "Waiting for compressor part - ordered from supplier, ETA 3 days"
  4. When the part arrives, change back to In Progress

Result: The work order is paused, and time tracking stops. Your supervisor sees it's on hold and can check the comments for the reason. The due date may be adjusted by your manager.

Example 3: Skipping a Recurring Task​

Situation: It's time for the weekly fire extinguisher inspection, but the area is closed for renovation.

Solution:

  1. Open the recurring work order for the fire extinguisher inspection
  2. Click More → Skip
  3. Add reason: "Area closed for renovation until March 15"
  4. Confirm the skip

Result: This week's occurrence is marked as Skipped with your reason documented. Next week's scheduled inspection will still be created automatically.

Example 4: Reopening a Completed Work Order​

Situation: A work order for fixing a leaky faucet was marked Complete, but the tenant reports it's leaking again.

Solution:

  1. Find the original work order (WO-456)
  2. Click Actions (three dots) → Reopen
  3. In the Reopen Work Order dialog:
    • Enter reason: "Tenant reports issue recurred - faucet is still dripping after initial repair attempt"
    • Upload photo of the leak (optional)
  4. Click Reopen Work Order
  5. The form opens in Edit mode automatically
  6. Update the due date and re-assign if needed
  7. Technician completes the repair properly this time

Result: The work order history shows it was reopened with the documented reason. The detail view displays "Reopened 1 time" to track this for First Fix Rate reporting.

Time Tracking and Status​

If time tracking is enabled:

Status ChangeTime Tracking Action
In ProgressAuto-timer starts (if automatic mode)
On HoldTimer pauses
Complete/CloseTimer stops, total time recorded

Need help? Contact Infodeck Support

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