Work Order Management is used for situations where a case or operational need must be transferred to the field, technical team, or operation.

Simply put:

"This job can't be solved just by talking, someone needs to go and do it."

That's where Work Order comes into play.

What is a Work Order?

A Work Order:

• Represents an operational task that needs to be performed
• Is usually created from a Case
• Tracks the responsible person, status, and progress information

Creating a Work Order

A work order:

• Can be created directly
• Or can be opened by linking to a Case

When a work order is created:

• The work to be done becomes clear
• Who will do it and when it will be done is determined
• Operational responsibility is separated from sales or support

Work Order Process

A work order typically progresses through:

• Open
• Planned
• In Progress
• Waiting
• Completed
• Canceled

statuses.

When the work order is completed:

• The related case is notified if it exists
• The case can be automatically resolved if necessary

Case – Work Order Relationship

Thanks to this structure:

• Support teams do not manually track work
• Operations teams clearly see what to do
• Promises made to customers are on record

In short:
Case defines the problem, Work Order solves the problem.