Completing a Work Order

Availability: all plans

Completing a work order is the step that says the technician's work is done. It locks the work order, adds the work to the Property's service history and, unless you mark the work as not billable, creates an invoice. This guide walks through the review screen, the choices on it and what you see afterwards.

Before you start

You need permission to complete work orders. Without it the review screen does not open.
The work order must be in progress. Work that was never started cannot be completed.
If a scope change is waiting for the customer's decision, resolve it first. The complete button stays unavailable until you do (see the scope changes guide).
If the screen still asks for required items to be captured, such as a required photo or customer signature on an action, capture them first. The complete button shows a tooltip naming what is missing.

Steps

Open the work order and select Continue Work, or from the work order page select Review and complete under Complete Work Order. On the working screen the same step is Review & complete.
On Review completed work, check the Property, Customer, Job Title and Scheduled time.
Under Work completed, answer What work was completed?. This is required. It is the customer-facing completion summary and the permanent service record, so write it for the customer to read.
If the work should not be invoiced, tick This work is not billable. Use it for a warranty correction, a no-charge fix or internal work. No invoice is created, and parts and labor stay on the work order for inventory and service history. It is unticked by default.
Open Advanced completion details only if you need to change something:
- Work completed at is the date and time the work finished. It defaults to now.
- Property-history trust level is either Provider certified or Provider verified.
- Event Category lets you change the category of the history entry if the work was really something else. It becomes part of the Property's permanent history, so leave it alone unless it is wrong.
Review the Property history preview, which shows the summary and how many impacts will be recorded.
Select Complete work order. A confirmation titled Complete this work order? warns that completing writes the service event to the Property history and cannot be undone. Confirm with Complete work order.

What you see afterwards

The Work completed page shows the work order number and job title, then one of these:

Invoice followed by its number, total and status, with Collect payment and Review or send invoice.
Preparing the invoice, while billing finishes. The page refreshes by itself a few times. If it is still pending, select Check again.
No invoice needed, when you marked the work not billable.
Billing handed off, when you do not have invoice access. A teammate who does can review the billing result.

Under Done here?, select Close visit — payment later (or Close visit for no-charge work) to finish recording your time. Collecting payment closes the visit by itself. Other actions offers View work order, Return to job and Back to my work.

Tips

If no time was recorded, the screen shows No time recorded yet with an Add time button. It is a notice, not a block, so you can still complete.
Once the work order is completed, the work order page can show Customer acceptance. Recording how the customer accepted the finished work is optional unless your signature rules require a signature for work of that value. It needs permission to record authorization.
Authorization works the other way round: it is captured before work begins. The estimate approval guides explain how that evidence is kept.

If something goes wrong

If completion is refused, the red message on the screen says why. Fix the item it names and select Complete work order again.
If the invoice does not appear, wait for Preparing the invoice to finish, then select Check again.
If the work order shows as completed but needs a different charge, see the guide on reversing a charge and closing out.

Handling Added Work with a Scope Change — When a technician finds extra work that the customer has not approved, the work order records it as a scope change before anyone does the work. You describe only what changed and its added price, the…
Work Order Statuses, Reversing a Charge and Closing Out — A work order moves through a set of statuses from first draft to a closed record, and a few actions along the way correct or end it: putting it on hold, cancelling it, reversing a charge that should…
Complete a Work Order — ServiceVisit lets you mark a Work Order as complete when the technician has finished the work. A Work Order is one technician assignment under a Job. Completion can be refused when the documentation…
How Estimate Approval Works — An estimate is only useful if the customer's yes is something you can point to later. ServiceVisit treats acceptance as a record, not a status change: when a customer approves, the system keeps what…
View an Invoice — Viewing an invoice opens a single invoice with its line items, so you can check what was billed before you send it, collect on it or answer a customer's question about it.