Configuring Statuses

The Configure Statuses page shows the predefined work order statuses, which reflect the overall progress of the work. When a work order is created and submitted, an activity is automatically created in Field Service. Then, whenever that activity is updated, it kicks off a process that updates the work order status based on the rules shown in the following table:

Work Order Status	Rules
In Progress	If at least one activity is started Or no other rules apply
Canceled	All activities are canceled
Not Done	All activities aren't done
Scheduled	All activities are pending And at least one activity has been scheduled (date or time slot fields are populated)
Unscheduled	All activities are pending And no activity has been scheduled (date and time slot aren't populated)
En Route	At least one activity is en route And all activities are en route or pending
Complete	At least one activity is complete And all other are complete, canceled or not done
Suspended	At least one activity is suspended And all activities are suspended or pending

For example, let's say a technician starts work on a work order that has three activities. As soon as the work starts, the work order status moves to In Progress. Even if the first activity is completed, the work order stays In Progress until all three activities are done. Once everything is completed, the work order moves to Closed.

If an activity can’t be done or needs to be paused, the technician can suspend it in Field Service. When that happens, the activity is cloned and stays in a suspended state until work starts again. Field Service tracks when activities are suspended and restarted. And to reach a Complete status, all activities under the work order need to be closed.

To create statuses:

1. Select Create Status.
2. Create the status associated with one of the status categories.

   The status field on the work order is editable. If you add a status, the user can only select one of the statuses for the status category in which the status belongs.

3. When you’re done configuring statuses, select Continue to configure activity types.