Work order life cycle phases

During its life, a work order passes through several main phases. Each status belongs to one or more of these phases:

Open phase – The work order is created but not yet ready to be planned or executed.
Plannable phase – Work order can be planned
Planning phase – Work order is being planned and set ready for execution by a technician
Execution phase – A technician is actively working on the job.
Done phase – Work is finished: the order is completed, cancelled, or fully closed.

The detailed statuses below sit inside these phases and describe exactly where work order is in your process.

Status-by-status explanation and transitions

Open Status

Life cycle phase: Open
“Open” is the starting status when a work order is first created (if the Open status is enabled in your setup). At this point, the work order cannot yet be planned or executed; it usually still needs more details or checks before planning.

Typical use:

New work order just created.
Service back‑office still confirming details (customer, equipment, priorities, etc.).

Transitions from Open (Web Portal):

From the “Open” status, the dispatcher/back office can choose:

Open → To be Planned, Suggested, Planned, Dispatched, Workshop, Workshop – In Queue, Cancelled, Activated, pooling, Waiting.

To be Planned status

Life cycle phase: Plannable
“To be Planned” means that the work order is confirmed enough to be worked on, but the exact date/time or technician has not yet been scheduled. It is waiting for planning. When a WO gets status "TO BE PLANNED", it will be visible in the TBP list on the planning screen.

Typical use:

Back office has enough information.
Dispatcher will plan it soon but not immediately.

Transitions from To be Planned (Web Portal):

To be Planned → Open, Suggested, Planned, Dispatched, Workshop, Workshop – In Queue, Cancelled, Activated, pooling, Waiting.

Suggested Status

Life cycle phase: Plannable
“Suggested” indicates that the work order has been proposed for planning but is not yet firmly scheduled.

Typical transitions from Suggested

Suggested → To be Planned, Planned, Dispatched, Workshop, Workshop – In Queue, Cancelled, Waiting.

Planned Status

Life cycle phase: Planning
“Planned” means the work order has been scheduled. A date, time, and a technician have been assigned. The next step is typically executing the work order on the field service app.

Transitions from Planned (Web Portal):

Planned → Open, To be Planned, Suggested, Planned, Dispatched, Workshop, Workshop – In Queue, Cancelled, Activated, Pooling, Waiting.
Planned → In Progress (this is done automatically, when the technician starts the work order on the field service app )

Dispatched Status

Life cycle phase: Planning
“Dispatched” means the work order has been submitted (dispatched) to technicians or contractors (possibly with a preferred date and time), who can accept or reject the job.

Typical transitions from Dispatched:

Dispatched → Open, To be Planned, Suggested, Planned, Dispatched, Workshop, Workshop – In Queue, Cancelled, Activated, pooling, Waiting.

In Progress

Life cycle phase: Execution
“In Progress” means the technician has started working on the job.

Transitions from In Progress:

In Progress → Cancelled (Web Portal)
Use if the job must be stopped and cancelled even though it had already started.
In Progress → Completed (from FSA App)
When the technician completes the work order on the field service app, the status changes to Completed.
In Progress → Waiting Further Actions (from FSA App)
In Progress → Ready for review (from FSA App)

Waiting Further Actions

Life cycle phase: Planning
“Waiting Further Actions” indicates that work has already been started, but it cannot continue because another action is required first.

Typical transitions:

Waiting Further Actions → In Progress
When the blocking action is done, the technician can resume work.
Waiting Further Actions → Completed, Ready for Review. (From FSA App)
Waiting Further Actions → Cancelled

Completed Status

Life cycle phase: Done
The work order is fully completed. If a communication template has been configured, an automated email will be sent to inform the customer, including the work order service report PDF.