Work order lifecycle
Work orders follow a structured status flow with clear transitions:Creating a work order
1
Go to Work Orders and click New
Navigate to Work Orders in the sidebar and click New Work Order.
2
Select the site
Search for and select the customer site where the work will be performed. The work order is tied to a specific site, not just a company — so if a company has multiple locations, choose the correct one.
3
Add inspections and services
Add the items to be completed during the visit:
- Inspections: Select equipment at the site and assign a checklist template to each
- Services: Add repair or maintenance services, either from a service template or as a custom line item
4
Assign a technician
Select the technician who will carry out the work order. Available technicians are those with capacity on the scheduled date. You can also leave assignment unset and dispatch later from the Dispatch Board.
5
Set a scheduled date
Choose the date for the visit. The work order moves to Scheduled status once a technician and date are both set.
6
Save the work order
Click Save. The work order is created and a notification can be sent to the customer for confirmation.
Customer confirmation
After a work order is created, you can notify the customer so they’re aware of the upcoming visit and can confirm the date works for them.- Sending the notification
- Customer confirms
- Customer requests a reschedule
From the work order detail page, click Send Confirmation Request. Novala sends the customer’s primary contact an email with the scheduled date, site address, and a summary of what will be performed.
Starting and completing from the field
Technicians update work order status directly from the Novala field app.1
Review the AI briefing
When a technician opens a work order in the field app, they see an AI-generated briefing that summarizes the site, highlights high-risk equipment, and suggests an efficient inspection order based on equipment history and location within the site.
2
Start the work order
Tap Start Work Order when arriving on site. The status changes to Started and the coordinator can see the job is underway.
3
Complete each item
Work through each inspection and service listed in the work order. Each item has its own status. Inspections follow the full Calso checklist flow; services are marked complete when the work is done.
4
Mark the work order complete
Once all items are finished, tap Complete Work Order. The status changes to Completed and the coordinator is notified.
A work order can only be marked complete when all its inspections have been submitted and all its services have been completed.
Rescheduling a work order
Rescheduling can be initiated by either the customer or a coordinator.Coordinator-initiated reschedule
Coordinator-initiated reschedule
Open the work order detail page and click Reschedule. Select a new date and, if needed, a different technician. Novala records the change and can send an updated notification to the customer.
Customer-requested reschedule
Customer-requested reschedule
When a customer submits a reschedule request, the work order is flagged in the Work Orders list. A coordinator opens the work order, reviews the request, and either accepts a new date or contacts the customer to confirm an alternative.
Reschedule from a declined dispatch offer
Reschedule from a declined dispatch offer
If a technician declines a dispatch offer and no replacement is found automatically, the work order is escalated to the coordinator to handle rescheduling. See Scheduling & Dispatch for details on dispatch offers.
Linking to quotes and invoices
Work orders connect the field work to your billing workflow.Link to a quote
A work order can be associated with an accepted quote. This provides context for what services were agreed upon and at what price.
Generate an invoice
Once a work order is completed, you can generate an invoice directly from the work order detail page. Line items are pre-populated from the services and inspections in the work order.