Work order fields explained
When you create a work order, you fill in basics on the first tab and optional details on the second. Here is what each field does.
The Basic tab
Pick the customer, choose the work order type (service / breakdown / maintenance / installation / quote / warranty), set priority (low / normal / high / urgent), set the time window you promise the customer (e.g. "between 10-12"), assign a technician, schedule the visit, and describe the issue. This is enough for 80% of jobs.
The Details tab (optional)
For B2B jobs, housing associations, or anything with multiple contacts, use the Details tab. Here you link an object (building/complex), an installation (CV boiler, heat pump, etc. — pulled from maintenance contracts), the reporter (who called it in — e.g. HOA manager), the on-site contact (who the technician will meet), the billing contact (if invoice goes to someone other than the work address), the project lead, the sales rep, and the PO number.
Type and priority — why they matter
Type lets you filter the list and run reports ("how many breakdowns last month"). Priority sorts the list and lets your dispatcher see urgent jobs first via the ⚡ Priority sort toggle. Urgent jobs show a red left border in the list.
The PO number field
For government customers and larger B2B clients, their purchase order number must appear on the invoice. Fill in "PO number" on the work order and it will automatically appear on the resulting invoice (as the BuyerReference in the UBL/Peppol file). If you leave it empty, the work order number is used instead.
Installation picker
If the customer has active maintenance contracts, this dropdown lists their installations (e.g. "Vaillant Tzerra 28c — S/N 123"). Picking one links the work order to that specific device, which is important for warranty tracking and F-gas logbook compliance for cooling installations.
Tips
- •You can skip the Details tab entirely for simple jobs — the Basic tab is enough.
- •The Reporter and On-site contact can be different people (common with HOAs: manager reports it, resident lets you in).
- •The Billing contact can be different from both (common with HOAs: HOA board gets invoiced).
- •The ⚡ Priority sort toggle in the list view puts urgent and high-priority jobs on top of the list.
- •Setting a reported-at date earlier than the scheduled date lets you track your response time against SLAs in maintenance contracts.