Complete or cancel a work order

Mark a work order complete or cancel it from the work order page or the Work Orders list, choose which customer messages go out, and start a follow-up work order when more work is needed.

In the sidebar, open Operations, then Work Orders, and open the work order. The Status card on the Overview tab has the buttons; the same choices are in the menu you get by pressing the status at the top of the page. The page address is /work-orders/ followed by the work order. You can also complete or cancel from the status picker on a row of the Work Orders list (/work-orders), or for several work orders at once.

Completing and cancelling are permanent. A finished or cancelled work order cannot be reopened; new work goes on a follow-up work order.

Before you start

• Completing needs permission to update work order status. Cancelling needs permission to cancel work orders. Creating a follow-up needs its own permission.
• A work order must be scheduled before it can be completed. If it is not, Mark complete is greyed out; point at it to read why.
• Your organization may require checklists to be finished first. The Checklist readiness card on Overview says what is still open.

Steps

To complete:

1. Press Mark complete.
2. If Mark this work order complete? opens, press Customer messages for this job to see the messages that will go out. Turn off the switch (or press the message's name) for any message that should not go to the customer for this work order only.
3. Press Mark complete to confirm, or Go back.

To cancel:

1. Press Cancel work order (or Cancel work order… in the status menu).
2. If Cancel this work order? asks for a reason, pick a Reason category and type a Business explanation. If your organization asks you to type a word to confirm, type it.
3. Under Customer messages for this job, turn off any message that should not go out, then press Cancel work order.

From the Work Orders list:

1. In the row's status picker, choose the completed status (or the cancelled one). To change several work orders, tick them, pick the status in Move selected to..., then press Apply status.
2. Nothing changes yet. To complete, Mark this work order complete? opens, the same as on the work order page, with Customer messages for this job for one work order. For several, it asks once and names how many; each work order's customer messages go out as set for that work order. To cancel, the Cancel work order prompt opens and asks for the same things as on the work order page.
3. Press Mark complete to confirm, or Go back to leave the list as it was. Any other status in the picker changes straight away.

To start a follow-up:

1. On a completed or cancelled work order, press Create follow-up work order.
2. Give a reason if asked, then press Create follow-up.

What you see

• Completing shows Work order marked complete. The status changes, and any completion messages your organization sends go to the customer.
• After cancelling, the work order's status changes. The work order and its history are kept, and its booking is cancelled so it no longer holds time on the Schedule.
• A follow-up opens as a new, separately numbered, unscheduled work order. Both work orders link to each other (Created from and Follow-ups in the details panel). The schedule, assignments, sign-off, billing and customer access are not copied.

If something looks different

• No confirmation appears: on the work order page, Mark complete only asks first when you are an owner or admin and messages would go out, or when your organization asks for reasons. The action then happens straight away. Completing from the Work Orders list always asks first.
• The prompt stays open with a message in red: the work order could not be completed, for example because a checklist must be finished first. That work order was not changed, and any message you turned off for it is back on. Fix what it says and press Mark complete again, or press Go back.
• Some selected work orders are not scheduled yet: they are left as they are, and the prompt says how many.
• Couldn't check — they go out as usual: Nova could not check the messages in time. You can still confirm, and the messages go out as usual.
• No messages will go out: nothing is set to go to the customer for this action.
• Completion queued. It will sync when you are back online.: you are offline. Nova finishes it when you reconnect.
• A status update is already queued for this work order.: wait for the earlier change to go through.
• No completed work order status is configured.: an admin needs to add a completed status for work orders.