Work Orders

Purpose

Work Orders are the operational bridge between tickets, planning, service capture, and billing in Professional Services. They support manual field service scenarios as well as processes created from tickets, properties, or recurring tasks.

Prerequisites

• required order types, number series, and base parameters are configured
• customer, project, and if needed sales contract, SLA, or contingent are available
• if resources are planned, responsibilities, qualifications, and target dates are defined

Functional focus

Creation and dispatch planning

Work orders can be created manually, from a ticket, or directly from property-related master data. The document header stores order type, status, planning details, responsibility, and contract references. This makes the document both the planning object and the operational control point for the service case.

When a work order is created directly from an installation or component, it can start as a repair order with the property reference already prefilled. This aligns the operational process with the affected installed-base element from the beginning.

Property reference in the work order

The work order can combine delivery location, customer, contract data, and property-related information in one document. This keeps it visible on which object, installation, or component the service is performed.

That assignment improves dispatch control on site and ensures that later service lines, service reports, and billing transactions refer to the correct technical context.

Order lines and service lines

Order lines describe the planned work, materials, or resources. After execution, service lines capture the actual effort, quantities, dates, work types, and prices. This separation keeps planned and delivered work transparent.

Status, service report, and release

The document status controls whether the work order is still being processed, has been completed from an operational perspective, or is ready for downstream processing. After completion, a service report can be printed as performance evidence for internal or external sign-off.

Transfer to project and billing

Release, transfer, and posting functions hand service lines over to the next process steps. Depending on the posting type, this can generate project entries, project planning lines, or billable service transactions that are later consolidated in Service Billing.

Outcome

Work orders ensure that operational service activities flow through one consistent document model from planning to financial processing. They connect dispatch control, documentation, and billing without process breaks.