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Work Order Management Service


“Work orders” provide a basic digital workflow for work requests (maintenance, repair, inspection and incident handling) that are essential to monitor asset health and to detect technical issues before they lead to asset failure and downtime. You can create, track and update work orders using an API.


This is only applicable for Region Europe 1.


For accessing this service, you need to have the respective roles listed in Work Order Management roles and scopes.


Work Order provides a ticketing way to plan and assign audits or maintenance of assets. Detailed Work order helps the assignee to prioritize and execute the task. Timely updated work order provides the status overview of all work orders.

  • Title*: A well-defined title should summarize the task or expectation.
  • Description: A more detailed description about the work order should be added.
  • Assigned to: An assignment defines the person to work on the task. The assignee gets an email notification with the work order link, if 'Notify Assignee' flag is provided as 'true'.
  • Due Date*: This date sets the expectation about getting the task completed.
  • Status: Work order can be updated to have different statuses to reflect the progress. The following status are available:
    • OPEN: Default status of work order at the time of creation.
    • INPROGRESS: A work order is expected to be in this status as the work starts.
    • ONHOLD: A work order can be marked as on hold using this status.
    • OVERDUE: System puts the work order in overdue if it is not closed by the defined due date.
    • DONE: A work order can be moved to this status as the work gets done.
    • CANCELLED: A work order can be marked as cancelled using this status.
    • ARCHIVED: A work order can be archived using this status.
  • Priority: The following priority options are available to prioritize the work items:
    • LOW
    • MEDIUM
    • HIGH
  • Type: Type of a work order defines the reasoning behind the initiation of that work order
    • PLANNED: This defines that work order is a planned activity or scheduled activity to be done.
    • INCIDENT: This defines that work order is an outcome of an incident happened and it is not a planned work.
    • ANNOTATION: This defines that work order is an annotation activity to be performed.
  • Association: Work orders can be associated with different entity types. Supported entities are ASSET or EVENT. e.g. ASSET.
  • Attachment: Attachments can be any files supporting the work to be done or the details captured while working.


  • Intuitive overview enables easy monitoring and prioritization of work orders.
  • Due dates and assignments enable convenient tracking and planning.
  • Details can be easily added using attachments, associations and external systems.
  • By-default, GET All work orders service will return 1000 work orders per page, when page and size request parameters are not given in request as parameters by client.


  • A tenant can create maximum 676000 work orders. You may delete older/unused/Done work orders to maintain the total count within this limit.
  • A work order can have a maximum of 10 attachments. You may delete attachments to attach new ones if total has reached this limit.
  • Currently, a work order can be associated only with two entities of type ASSET or EVENT. A work order can have maximum of 11 associations i.e. maximum 10 events and 1 asset can be linked with single work order.
  • A work order can have a maximum of 10 external systems. You may update external systems to attach new ones if total has reached this limit.

Example Scenario

Work orders could be created for the following reasons:

  • Follow-up work orders - to schedule a repair (at a later date) found during ongoing activity
  • Work orders for incidents or reported problems (non-routine work orders)
  • Planned work during scheduled plant shutdown
  • Equipment / Process modification projects
  • Work orders for compliance of regulations and audits
  • Outcome of these work requests carry insights that could optimize operations, extend asset life, improve worker safety.


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