A Work Order represents a service request that needs to be performed for a customer or for a specific piece of equipment.
This article explains how a work order is created in the portal and completed in the Field Service App.
Note: Technicians can also create work orders in the Field Service App
Creating a Work Order in the Wello Portal
Work orders are typically created by service managers, back-office users or administrators through the Wello portal. There are two ways to create a new work order.
Method 1: Using the Quick Add Button
Click the + Quick Add button in the top navigation bar.
Select Work Order from the dropdown menu.
Method 2: From the Work Orders Search Page
Navigate to Services in the left navigation panel.
Select Work Orders.
On the Work Order Search page, click Add New Work Order.
This opens the Work Order creation screen where the service request can be configured.
Selecting the Account Location, and Equipment
The first step when creating a work order is identifying where the service needs to be performed and which equipment is involved.
Start by selecting:
The account or company location.
Choose the equipment that needs to be serviced at that location.
You can select one or multiple pieces of equipment depending on the job (this will create a group work order).
After selecting the equipment, click Add.
Several fields will then be automatically pre-filled, including:
Location
Equipment
Requested by company
Bill-to company
These fields can still be modified if needed.
Configuring Work Order Details
The Work Order Details section defines the core information about the service request.
Work Order Name: By default, Wello generates a name using the equipment name and the work order type, but it can be edited.
Work Order Priority: Select the priority level to indicate how urgent the request is.
Work Order Type: Specifies the nature of the intervention, for example:
Inspection
Installation
Maintenance
Repair
Service Type: Select a service type if multiple pieces of equipment are selected. You can select either short, detailed, or short or detailed. Service type is not applicable if only a single piece of equipment is selected.
Description: Use the description field to provide a detailed explanation of the job to be performed. This section can include:
Work descriptions for the technician
Important Information the technician needs to know before starting the job.
Internal remarks
Scheduling and Planning Information: Provide planning information to help ensure the work order is properly scheduled.
These fields include:
Agreed Time – the time agreed upon with the customer
Estimated Duration – the expected time required to complete the work
Intervention Date and Time – when the job should take place
Preferred Users – technicians who should perform the job
Providing accurate planning information helps the scheduling team organize technician workloads more effectively.
Work Order Status and Planning: Before saving the work order, a status must be selected. The status determines the next step in the workflow.
Common statuses include:
Open: The work order is created but not yet planned. This status allows additional information to be added before scheduling.
Dispatch: The work order is sent to technicians so they can accept or review the job.
Planned: The work order is scheduled immediately using the Planning Board, where it can be assigned to a technician at a specific date and time.
Select planned status. Planning status will take you directly to the Planning Board, where you can schedule the work order for a specific technician on a chosen date and time. Once confirmed, the work order appears on the Planning Board and becomes visible to the assigned technician in the Field Service App.
Viewing Work Orders in the Field Service App
The Wello Field Service App is available for: Android, iOS, Desktop
After logging into the Field Service App, technicians are taken to the My Work Orders page by default. Under the Planned tab, they will see all jobs that have been assigned to them.
Quick Actions from the Work Order Menu
Before opening a work order, technicians can use the three-dot menu on a planned job to access quick actions.
These include:
Viewing customer details
Call location address
Sending an ETA (Estimated Time of Arrival) message
Route to work order address
Reschedule the work order
Plan Again (Planning the job again for another date)
These quick actions help technicians manage their work orders more efficiently before starting the job.
Work Order Information in the Field Service App
Clicking on a work order will open its details which displays several tabs that provide detailed information.
Location Tab
The Location tab contains all information related to the job site, including:
The Address: Technicians can tap the address to open their device's map application, which provides navigation from their current location to the job site. It will also show the customer phone number, email address, and location
The location tab also includes information about:
Important Information to know
The company
The requester
The billing party
Who created the Work order
Detail Tab
The Detail tab contains the core information about the work order, including:
Equipment to be serviced
Work order type
Description of the task
Attached documents for the work order, equipment and location.
Internal remarks from the back office.
This information helps the technician understand the scope of the job before starting work.
Planning Tab
The Planning tab shows the scheduling details, including:
Scheduled information (Estimated time, agreed time, total planned time, total worked time, total invoiced time)
Planned technician(s)
Extra Information Tab
The Extra Info tab may contain custom fields configured by the organization. These fields provide additional information technicians may need while performing the job.
Starting the Work Order
Once the technician arrives at the job site and reviews the details, they can start the job by selecting the Start Work Order button below in either the location, planning or detail tab.
Starting the work order begins the completion process, which consists of two main phases:
Performing the work and recording all necessary information
Finalizing and completing the work order
Do the Work and Record Work Performed?
During the service visit, the technician performs the job and records all relevant information in the app. The completion process provides several tabs (Work Instruction, Forms, Pictures and Documents, Equipment Logbook, Technician remarks, Used Parts, Billable time) to record information.
It is important to note that the completion workflow is fully customizable, meaning some features, status or tabs visibility may vary or be enabled or disabled depending on the organization’s configuration.
Work Instructions
The Work Instruction tab provides a checklist that guides the technician through the required steps of the job.
If work instructions are not configured, this tab will not appear.
Forms
If forms are configured, the technician must complete the required forms configured for the job.
Pictures and Documents
Technicians can upload photos or files documenting the work performed or the equipment.
Each document or image can be checked or unchecked to determine whether it should be included in:
The Customer Portal
The Service Report PDF
Equipment Logbook
When enabled, the Equipment Logbook allows technicians to record detailed technical information about the service performed and the equipment.
Technician Remarks
Technicians can add additional notes or remarks about the work performed.
Used Parts
The Used Parts tab is used to record any materials used during the service.
The technician can:
Search for the required part
Select it
Enter the quantity used
Add it to the basket
A travel fee can also be added to cover the cost of traveling to the job site. The basket displays all added items, which will later be included in the invoice.
Billable Time
The Billable Time tab is used to record the time spent working on the job.
When adding billable time:
The start time is automatically set when the work order is started, It can be adjusted if necessary
The technician selects the end time
Select the technician.
Chooses the appropriate hour type
Saves the entry
This recorded time is used for customer invoicing.
Finalizing the Work Order
Once all work has been completed and the required information has been recorded, the technician selects Finish Completion button.
Equipment & Work Order Status
The technician must then update:
Equipment status, and
Work order status, possible status options include: Completed, Waiting for further action, In progress, Reschedule & Ready for review.
The available status options may vary depending on the organization's configuration. If the job is resolved, the technician will select Completed.
VAT Rate and Follow up Task.
Choose the correct VAT rate, and click Next to continue.
The system will then ask whether the customer has a new service request. If so, a follow-up task can be created before continuing. If not, select No to continue
Report Language & Communication Template
Next, the technician selects:
The language of the service report
The communication template that will be used to send the report to the customer. If only one communication template exists, it will be selected automatically.
Use the Preview button to check or review the Service Report in the language selected, and click Next to continue.
Email Notification Preview
The system displays an email preview showing the message that will be sent with the service report.
If needed, select Edit Notification to modify:
Recipient
Subject
Message
After reviewing, proceed to the next step.
Technician Signatures
The technician signs the work order to confirm the job has been completed and click Next.
Customer Feedback
The last completion flow is for the customer to:
Confirm and select the language the service report PDF should be generated in.
Use the View button to preview the work order report before the work order is finalized.
Select the contact who is providing the feedback.
The customer must then sign to confirm that the work has been performed. This step is mandatory.
The customer may also rate the service and leave feedback or remarks, then click done to finalized.
It is important to note that the completion workflow is fully customizable, meaning the options shown to the technician during the completion process may vary as they may be enabled or disabled depending on the organization’s configuration.
Service Report Generation
Once the process is complete:
A service report PDF is automatically generated.
The service report PDF is emailed to the customer using the selected template.
All data is validated and synchronized with the Portal.
The technician is then returned to the My Work Orders list in the Field Service App and the work order status automatically changes to Completed.
Back in the Wello portal, admin, backend, or service managers can:
Monitor the work order status
Review whether the job is still in progress or completed
Access the Service Report PDF once the job is completed
View any documents or photos uploaded by the technician
All service information remains attached to the work order for future reference.