Statuses and workflow
A job’s status says where the work has got to. WorkWing sets some of them for you and gives you named buttons for the rest, so most of the time you press Complete or On Hold rather than choosing a status from a list.
The statuses
Section titled “The statuses”| Status | What it means |
|---|---|
| Pending | Created, with nobody on it |
| Scheduled | Has a date and time, nobody on it yet |
| Assigned | At least one person is on it |
| In Progress | Work has started |
| On Hold | Paused, waiting on parts, the customer or something else |
| Incomplete | Work started but couldn’t be finished this visit |
| Rebook | Needs a new date |
| Completed | Finished |
| Cancelled | Called off |
| Failed | Couldn’t be done |
Completed, cancelled and failed are the end of the line. A job in one of those is closed and locked.
What moves a job on its own
Section titled “What moves a job on its own”Putting someone on a job makes it Assigned. Taking the last person off puts it back to Pending. WorkWing leaves the status alone when the job is in progress, on hold, incomplete, waiting to be rebooked or closed, because those say something a headcount doesn’t.
Scheduled is what a recurring schedule sets when it creates a visit ahead of time. Setting a date on a job yourself doesn’t change its status.
A project takes its status from the jobs inside it, so it has no buttons of its own.
The buttons you get
Section titled “The buttons you get”Which actions appear depends on where the job is now.
| Status | Buttons |
|---|---|
| Pending | Cancel |
| Scheduled | Rebook, Cancel |
| Assigned | On Hold, Rebook, Cancel |
| In Progress | Complete, On Hold, Incomplete, Fail, Cancel |
| On Hold | Resume, Rebook, Cancel |
| Incomplete | Requeue, Fail, Cancel |
| Rebook | Requeue, Fail, Cancel |
| Completed, Cancelled, Failed | Re-open |
Resume puts a held job back to Assigned. Requeue sends a job back to Pending to be planned again.
They’re in the dispatch console’s job panel. The job’s edit page has a plain Status field instead, which lists every status; pick one that isn’t a legal move from where the job is and the save is refused.
Which moves are allowed
Section titled “Which moves are allowed”The Status field on the edit page accepts these, and nothing else.
| From | To |
|---|---|
| Pending | Scheduled, Assigned, Cancelled |
| Scheduled | Assigned, Rebook, Pending, Cancelled |
| Assigned | In Progress, On Hold, Rebook, Cancelled |
| In Progress | Completed, On Hold, Incomplete, Failed, Cancelled |
| On Hold | In Progress, Assigned, Rebook, Pending, Cancelled |
| Incomplete | Assigned, Pending, Failed, Cancelled |
| Rebook | Scheduled, Assigned, Pending, Failed, Cancelled |
| Completed, Cancelled, Failed | Pending, by re-opening |
Statuses that need a reason
Section titled “Statuses that need a reason”On Hold, Incomplete, Rebook and Failed all ask why. Type it, or for a failure pick one of the presets: Customer Not Available, Access Denied, Wrong Equipment, Safety Concern, Already Completed, Incorrect Address. Whatever you give shows as a banner on the job so the next person to open it knows.
Re-opening a closed job
Section titled “Re-opening a closed job”Re-open is the only way back out of completed, cancelled or failed. It returns the job to Pending and clears the closed attempt’s schedule, crew and schedule lock, so the dialog offers you a new time and crew to set at the same time.
Only the Tenant Admin role can do this out of the box. Any other role needs the override permission granted through a custom role. See Roles and permissions.
Timestamps
Section titled “Timestamps”WorkWing stamps the job the first time it moves to In Progress and again when it reaches Completed. Those stamps drive SLA tracking and your reports, and every status change is written into the job’s history with who made it.
Who changes what
Section titled “Who changes what”Operators, Operations Managers, Brand Administrators and Tenant Admins move jobs through the statuses above. Re-opening a closed job is Tenant Admin, or a custom role granted the override.
Your engineers don’t touch the job’s status. They move their own assignment status from the app, and the job follows from there.
What people hear about it
Section titled “What people hear about it”Your engineers get a notification on their phone when they’re put on a job, taken off one, and when a job they’re on is rescheduled, has its priority changed, or is cancelled.
Your customers get an email when a job is confirmed, rescheduled, completed or cancelled, if they’ve opted in to email and your brand has that template switched on. They can also get a text when someone sets off, which is off until you turn it on. See Customer notifications.
Your own systems can listen for the same moments over webhooks. See Webhooks.