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Overview#
The Work Order domain manages the complete lifecycle of utility work orders from creation through completion. It supports six order types across six utility sectors, with crew assignment, location tracking, scheduling, materials usage, labor hours tracking, and a full status history audit trail that records every state transition with user attribution.
Key Features#
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Multiple Work Order Types - Create emergency, planned, preventive, corrective, construction, and inspection work orders to cover the full range of utility field operations.
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Multi-Utility Support - Manage work orders across electric, water, gas, sewer, telecom, and waste utility types within a unified system.
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Lifecycle Management - Track work orders through nine status stages (created, assigned, dispatched, en route, on site, in progress, pending review, completed, cancelled) with automatic timestamp recording at each transition.
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Priority Management - Classify work orders by five priority levels (critical, high, medium, low, routine) with priority-based query ordering to surface the most urgent work first.
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Status History Audit Trail - Record every status transition as an immutable history entry with the user who made the change, timestamp, GPS coordinates, and optional notes for complete accountability.
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Crew Assignment and Scheduling - Assign crews to work orders with scheduling support including estimated duration, scheduled start and end times, and due dates.
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Materials and Labor Tracking - Record materials used and labor hours for each work order to support job costing, inventory management, and operational analysis.
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Cross-Domain Linking - Link work orders to incidents, outages, infrastructure assets, service territories, customers, and parent work orders for comprehensive context.
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Dispatch Integration - Support intelligent dispatch with required skills tracking, critical facility flagging, life-support customer identification, and approval workflows.
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Dashboard Statistics - View work order counts by status for operational oversight and workload management.
Work Order Types#
| Type | Description |
|---|---|
| Emergency | Urgent unplanned work |
| Planned | Scheduled future work |
| Preventive | Proactive maintenance |
| Corrective | Reactive repairs |
| Construction | New infrastructure |
| Inspection | Assessment and review |
Use Cases#
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Emergency Response - Create and dispatch emergency work orders with critical priority, tracking crew progress from dispatch through arrival and completion.
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Preventive Maintenance - Schedule and manage routine maintenance work orders with materials planning and labor hour tracking.
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Outage Restoration - Link work orders to outage records and customer impacts to coordinate restoration efforts with full status tracking.
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Operational Reporting - Use dashboard statistics and status history to report on work order throughput, response times, and completion rates.
Integration#
The Work Order domain connects with utility operations across the platform:
- Utility Infrastructure - Work orders reference specific infrastructure assets
- Customer Management - Customer accounts provide context for field work
- Outage Management - Work orders link to outage events for restoration tracking
- SLA Tracking - Work order timestamps feed into SLA compliance monitoring
- Utility Inventory - Material usage records connect to the parts catalog
- Service Territory - Work orders route to crews based on territory assignments
Last Reviewed: 2026-02-24