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Managing Operations request status and workflow

Operations requests or Work orders move through four simple states: Draft → Open → In progress → Closed. This article explains what each state means and how to move between them.

Statuses and what you can do

Status Meaning What you can do
Draft Being set up, not yet shared Edit freely, delete, or submit to move to Open
Open Relevant details have been added and ready for assignment Edit details, add comments and attachments
In progress Active; someone is working on it Edit details, add comments and attachments, reassign, or close when done
Close Finished View only; no edits (kept for history and reporting)

Moving from Open to In Progress

When: You’ve filled in the basics and are ready for the team to see the request.

How:

1. Open the Request or Work order
2. Admin recieved notification and assigns request
2. Assignee recieve notificaiton they've been assigned to a request
3. Assignee move request to In progress

What happens: The request becomes visible to everyone with access, the assignee is notified, and comments/activity tracking are available.

Closing a Request or Work Order

When: The work is finished and you want to archive the record.

How:

1. Open the Work Order.
2. Add any final comments or attachments (e.g. “Repair complete, tested and ready”).
3. Click Close to complete Work Order.

What happens: The Work Order is marked Closed and becomes read-only. It’s kept for history and may be archived automatically after a set number of days (configured by your admin).

Tip: Prefer Close over deleting. Closing keeps the full history for reporting and audits.


Reassigning a Request or Work Order

To change who’s responsible, and admin or agent can:

1. Open the Work Order.
2. Click the Assignee field.
3. Choose someone else
4. Save.

The new assignee is notified. Leaving a short comment (e.g. “Reassigned to Sarah – needs specialist check”) helps the team understand why.

Good reasons to reassign: Original person unavailable, task needs different skills, load balancing, or escalation.


Editing an open Request or Work Order

You can edit while it’s Open:

  • Request name
  • Assignee
  • Location
  • Custom fields (priority, due date, etc.)
  • Linked items, kits, bookings, or work orders (add more or remove if needed)

You cannot edit after it’s Closed. All fields become read-only. You can still view the Work Order and its history.


Leaving a Request or Work Order open

It’s fine to keep a request Open while:
  • Waiting for parts to arrive
  • Scheduling future work
  • Coordinating with multiple people
  • Work is paused temporarily
Add comments with status updates so others know why it’s still open. When work is done, close it so reporting stays accurate.

Stuck or old Work Orders

If a Work Order has been Open for a long time:

1. Add a comment asking for status.
2. Reassign if the original person is unavailable.
3. If the work was abandoned, close it with a note explaining.
4. If new action is needed, create a new Work Order and reference the old one in a comment.