Manage work orders and customer assets
Manage work orders and customer assets
This domain tests the work order lifecycle and the asset and location records that give service history context.
Core rules and concepts
- A work order captures customer, service account, location, primary incident, priority, and time promise. Incident types add standardized tasks, products, and services.
- Work order types categorize the job for reporting and process; they do not replace incident types.
- Customer assets represent equipment installed at a customer site. Functional locations model physical hierarchy such as building, floor, and room.
- Asset records should be deactivated rather than deleted when history must be retained. Warranties and service history support entitlement and troubleshooting.
- Agreements generate recurring work orders for preventive maintenance based on schedules and covered assets.
- Work order products and services carry estimate, used, and billable quantities; completion should reflect actual consumption.
Worked example
A chiller is installed at a hospital functional location. The customer has an annual inspection agreement covering that asset. The agreement generates a work order, the incident type adds inspection tasks, and the technician records a used filter as a work order product. On completion, the asset history shows the inspection and part usage. The reasoning is that asset, location, agreement, and incident type combine to produce repeatable service with traceable history.
Traps that cost marks
- Deleting an asset instead of deactivating it, which breaks historical work orders.
- Treating functional locations as customer assets; locations describe where equipment sits, assets describe the equipment.
- Completing a work order without recording used products, so billing and inventory are wrong.
- Assuming an agreement creates bookings automatically; it creates work orders that still require scheduling.
- Changing an incident type after work order creation without verifying that existing tasks update as expected.