Service Order Lifecycle
How a service order moves from Draft through Open, In Progress, and Closed — who acts at each stage and what the audit trail records.
A Service Order is the authoritative repair record tied to a Support Ticket. Customers see high-level progress on the ticket; your shop sees granular statuses inside the order. This page explains the simplified lifecycle (Draft → Open → In Progress → Closed) and how it maps to the detailed statuses in the UI.
Lifecycle diagram (conceptual)
Draft ──► Open ──► In Progress ──► Closed
│ │
│ ├── Diagnosing
│ ├── Waiting Parts
│ └── Awaiting Approval
└── Cancelled (terminal)Draft is optional — some dealerships create orders directly in Open from a ticket. Cancelled is a terminal branch when work stops before completion.
Draft
| Actor | Actions |
|---|---|
| Support / Admin | Create order from ticket; link Support Ticket and ERP Quote ID |
| Technician | Rare — used when intake is scheduled but hardware has not arrived |
The audit trail records creation user and timestamp.
Open
| Actor | Actions |
|---|---|
| Technician | Apply Receiving checklist template; capture photos |
| Support | Confirm customer contact on linked ticket |
Open means the job is accepted but diagnosis is not finished. Portal substates often show Diagnosing once Diagnosis verdict is saved — treat Diagnosing as late Open work, not yet In Progress.
Audit events: checklist applied, item verified, Receiving checklist completed.
In Progress
| Actor | Actions |
|---|---|
| Technician | Update checklist |
| Customer (via portal) | Sign Customer Approval for billable work |
In Progress covers all active repair work. Common substates:
- Waiting Parts — order on hold; not actively being worked.
- Awaiting Approval — Authorization is Pending; billable lines blocked.
- In Progress (narrow) — wrench time.
Transitions should follow real shop state — jumping to Completed without Release checklist breaks warranty defensibility.
Closed
| Actor | Actions |
|---|---|
| Technician | Release checklist, Customer Signature, status Completed |
| Support | Ticket Resolved → Closed, CSAT prompt |
Closed maps to UI status Completed (or Cancelled when aborted). The audit trail retains:
- Every status change with user and time
- Checklist verifications (Verified by {name})
- Linked Warranty Claim batch ids
OEM and finance reviewers read this trail during warranty inspection.
Who may transition
| Transition | Typical role |
|---|---|
| Create Draft/Open | Support, Technician, Admin |
| Save Diagnosis verdict | Technician |
| Request Customer Approval | Technician or Support |
| Mark Completed | Technician |
| Cancelled | Admin or senior Technician with documented reason |
Audit trail
The ticket timeline mirrors service-order milestones: order created, checklist phases, signature captured, warranty batch linked. For disputes, export or screenshot the Overview tab and Checklist history — timestamps on Photo required items are especially persuasive.
Related
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Last updated Oct 20, 2018