> ## Documentation Index
> Fetch the complete documentation index at: https://developers.novala.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Work orders: coordinate field service jobs by site

> Work orders group inspections and services at a site into one job — covering customer confirmation, technician dispatch, field completion, and invoicing.

A work order is the central unit of field operations in Novala. It groups all the inspections and services to be performed at a customer site on a given visit, keeps everyone — coordinators, technicians, and customers — aligned on what's happening and when, and connects the completed work to quotes and invoices.

## Work order lifecycle

Work orders follow a structured status flow with clear transitions:

| Status        | What it means                                               |
| ------------- | ----------------------------------------------------------- |
| **Created**   | Work order drafted; not yet confirmed with the customer     |
| **Confirmed** | Customer has acknowledged the upcoming visit                |
| **Scheduled** | A technician has been assigned and a date is set            |
| **Started**   | Technician has checked in and begun work on site            |
| **Completed** | All inspections and services within the work order are done |
| **Cancelled** | Work order was cancelled before completion                  |

## Creating a work order

<Steps>
  <Step title="Go to Work Orders and click New">
    Navigate to **Work Orders** in the sidebar and click **New Work Order**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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

    You can mix inspections and service items in a single work order.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save the work order">
    Click **Save**. The work order is created and a notification can be sent to the customer for confirmation.
  </Step>
</Steps>

## 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.

<Tabs>
  <Tab title="Sending the notification">
    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.
  </Tab>

  <Tab title="Customer confirms">
    The customer clicks the confirmation link in the email. The work order status updates to **Confirmed** and a timestamp is recorded.
  </Tab>

  <Tab title="Customer requests a reschedule">
    If the customer requests a different date, they can respond through the link. The work order status is set to a reschedule-requested state and a coordinator is notified to follow up.
  </Tab>
</Tabs>

## Starting and completing from the field

Technicians update work order status directly from the Novala field app.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Mark the work order complete">
    Once all items are finished, tap **Complete Work Order**. The status changes to **Completed** and the coordinator is notified.
  </Step>
</Steps>

<Note>
  A work order can only be marked complete when all its inspections have been submitted and all its services have been completed.
</Note>

## Rescheduling a work order

Rescheduling can be initiated by either the customer or a coordinator.

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/field-service/scheduling) for details on dispatch offers.
  </Accordion>
</AccordionGroup>

## Linking to quotes and invoices

Work orders connect the field work to your billing workflow.

<CardGroup cols={2}>
  <Card title="Link to a quote" icon="file-pen">
    A work order can be associated with an accepted quote. This provides context for what services were agreed upon and at what price.
  </Card>

  <Card title="Generate an invoice" icon="file-invoice-dollar">
    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.
  </Card>
</CardGroup>

## Work order templates

For recurring visit types — for example, a standard annual rack inspection package — you can create work order templates under **Work Orders → Templates**. A template pre-fills the services and inspections, so creating a new work order from a template only requires selecting the site, technician, and date.