Field Work Order System

1. Introduction

1.1 Document Purpose

This document serves as the user manual for the Field Service Work Order System. It is designed to help system administrators, in-office dispatchers, field service personnel, and enterprise managers quickly become familiar with the system functions, master standard operating procedures, and standardize the full-lifecycle management of work orders. The document covers all content including basic system operations, core business functions, permission configuration, data statistics, and exception handling, and can be used as a daily operation manual, training material, and reference for troubleshooting.

1.2 System Overview

The Field Service Work Order System is a digital management platform designed for field service scenarios such as outdoor operations, on-site services, field maintenance, inspections and repairs, and installation and commissioning. It enables the fully online management of the entire workflow, including work order dispatch, personnel scheduling, field clock-in, on-site operations, progress reporting, review closure, data statistics, and trajectory tracing. The system connects the data linkage between the in-office backend and the field frontend, addressing common pain points of traditional field service management such as chaotic scheduling, opaque progress, difficult attendance monitoring, lack of data retention, and unclear responsibility attribution. It is applicable to multiple industries, including property operations and maintenance, equipment after-sales service, security inspections, engineering installation, housekeeping services, and operations and maintenance for government and enterprise clients.

1.3 Target Users

1. System Administrator: responsible for system configuration, permission management, account maintenance, and parameter settings.
2. In-office Dispatcher: responsible for work order creation, dispatch, reassignment, suspension, closure, and review.
3. Field Service Personnel: responsible for receiving work orders, on-site clock-in, task execution, material upload, and completion submission.
4. Enterprise Manager: responsible for viewing data reports, supervising operation progress, and analyzing field service efficiency.

1.4 Operating Environment

1.4.1 PC / Web End (Backend Management)

Supports the latest mainstream versions of Chrome, Edge, and Firefox browsers, with a resolution of 1920*1080 or higher. Browser pop-up permission must be enabled, and the website must be allowed to access basic network information.

1.4.2 Mobile End (Field Operations)

Supports Android and iOS smartphones and tablets. Location, camera, photo album, microphone, and network permissions must be enabled to ensure that real-time positioning, photo evidence capture, voice reporting, and data synchronization functions work properly.

2. Basic System Operation Guide

2.1 Account Login

2.1.1 Web Login

1. Open the designated system backend URL to access the login page of the Field Service Work Order System.
2. Enter the account and password assigned by the enterprise, and complete SMS/verification code verification (if required).
3. Check "Remember Account" (optional), then click [Login] to enter the system backend main interface.
4. First-time login requires a mandatory change of the initial password. The password must contain both letters and numbers and be at least 8 characters in length.

2.1.2 Mobile Login

1. Download and install the official app / follow the system-authorized official account / open the mini-program.
2. Enter your employee ID/mobile number and login password, and complete verification to log in.
3. On first login, permissions for location, camera, and photo album must be granted; otherwise, field operation data cannot be submitted normally.

2.2 Home Page Interface

2.2.1 Backend Home Page (PC)

The home page is a data visualization dashboard that prominently displays core data such as pending work orders, in-progress work orders, completed work orders, overdue work orders, the number of field staff on duty today, the operation pass rate, and the number of abnormal work orders. Users can click data cards to quickly jump to the corresponding function pages. The top of the page provides a function navigation bar, and the left side provides first-level and second-level function menus.

2.2.2 Mobile Home Page

The mobile home page streamlines the core operation functions and displays lists of work orders pending acceptance, pending processing, pending review, and completed. It includes four core entry points: quick clock-in, work order reporting, message notifications, and personal center, designed to accommodate one-handed operation scenarios for field personnel.

2.3 Account and Security Settings

1. Change Password: Personal Center – Account Security. Enter the old password, new password, and confirmation password, then submit to take effect.
2. Bind Mobile Number: Supports changing the bound mobile number for receiving work order notifications and verification codes.
3. Message Settings: Customize the enabling/disabling of work order push notifications, overdue reminders, review notifications, and system announcements.
4. Log Out: Supports single-device logout and forced logout of accounts logged in on other devices to ensure account security.

3. Core Business Functions

3.1 Work Order Type Configuration (Administrator Function)

The system supports the customization of enterprise-specific work order types to suit different business scenarios. Administrators can configure them in advance and directly select them when creating work orders.

3.1.1 Function Entry

Backend Management – System Configuration – Work Order Type Management

3.1.2 Configurable Content

1. Add/Edit/Delete work order types, such as equipment repair, on-site installation, routine inspection, fault troubleshooting, after-sales follow-up, and emergency repair.
2. Set work order priority: four levels — urgent, high, medium, and low. The higher the priority, the sooner the order is dispatched for handling.
3. Configure work order fields: customize required/optional fields, such as fault description, equipment number, customer address, contact phone number, operation consumables, and operation duration.
4. Set work order time limits: configure the standard processing duration and overdue warning time for different types of work orders.

3.2 Work Order Creation (Dispatcher/Administrator Function)

Supports manual creation and batch import of work orders, applicable to scenarios such as customer repairs, routine dispatch, and scheduled inspections.

3.2.1 Manual Work Order Creation

1. Navigate to Work Order Management – New Work Order.
2. Select the work order type and priority, and fill in basic work order information: work order title, customer name, contact phone number, detailed service address, and service time requirements.
3. Fill in business details: fault symptoms, service requirements, precautions, pre-operation preparations, and required consumables and equipment.
4. Select the responsible department and designate field service personnel (supporting single-person or multi-person collaboration).
5. Set the work order deadline and warning time, and upload attachments (customer repair screenshots, equipment drawings, on-site photos, etc., optional).
6. Click [Submit and Dispatch] to push the work order directly to the corresponding field personnel's mobile device; click [Save as Draft] to edit and dispatch later.

3.2.2 Batch Import of Work Orders

1. Download the system's standard work order import template and fill in the batch work order information according to the template specifications.
2. Upload the completed Excel file; the system will automatically validate the data format.
3. After validation passes, work orders are created in batch and can be dispatched all at once or in batches.

3.3 Work Order Dispatch and Scheduling (Dispatcher Function)

For created-but-undispatched or pending-assignment work orders, flexible scheduling and adjustment are supported to ensure the orderly progress of operations.

3.3.1 Manual Dispatch

Undispatched work orders can be manually assigned to selected idle field personnel for targeted dispatch. After dispatch, a real-time push notification is sent to the mobile device.

3.3.2 Smart Dispatch

The system supports an intelligent scheduling algorithm that automatically matches the optimal field personnel based on their real-time location, current work order volume, service skills, and attendance status, enabling smart dispatch and improving scheduling efficiency.

3.3.3 Work Order Reassignment

When field personnel are unable to accept a work order due to leaves of absence, task conflicts, or other reasons, the dispatcher can reassign unfinished work orders to new field personnel. After reassignment, the system automatically updates the work order owner and sends a notification while retaining a reassignment record.

3.3.4 Work Order Suspension/Resumption

In special circumstances such as inclement weather, equipment out of stock, or temporary postponement by the customer, a work order can be suspended by specifying the reason for suspension and the estimated resumption time. Once the issue is resolved, the work order can be resumed to continue execution. The system automatically deducts the suspension duration so that it is not counted toward overdue time.

3.4 Field Work Order Acceptance and Execution (Core Function for Field Personnel)

3.4.1 Work Order Acceptance and Viewing

1. After logging into the mobile device, field personnel automatically receive dispatched work orders, and the home page displays the list of pending work orders in real time.
2. Click a work order to view complete information: service address, customer information, service requirements, deadline, precautions, and attachment materials.
3. One-click navigation to the service site is supported, automatically invoking the map to plan the optimal route.

3.4.2 Accepting/Declining Work Orders

1. Accept: After confirming the ability to proceed with the operation, click [Confirm Acceptance] and the work order status is updated to "In Progress".
2. Decline: If the operation cannot be performed due to special circumstances, a decline request can be submitted by specifying the reason, and the work order will wait for dispatcher review. Once the review is approved, the work order is returned to the pending-assignment status.

3.4.3 On-Site Clock-In

The system mandates on-site check-in to prevent false operations and supports two clock-in modes:

1. Location Clock-in: Upon arriving at the service address, enable real-time positioning. The system automatically validates the deviation between the clock-in location and the work order address; clock-in succeeds only when the deviation is within the allowed range.
2. Photo Clock-in: Take a real-time photo of the on-site scene (uploading from the photo album is prohibited; only real-time capture is supported) as proof of attendance. A watermark (time, location, and personnel information) is automatically embedded in the photo.

3.4.4 Real-Time Progress Reporting

Progress can be reported in stages during the operation, supporting text descriptions and the upload of on-site photos, videos, and voice recordings, which are synchronized to the backend in real time so that dispatchers and managers can keep track of the operation status. Progress statuses include: on site, under construction, partially completed, and awaiting assistance.

3.4.5 Exception Reporting

When abnormal situations arise during operations, such as unresolvable faults, changes in customer requirements, equipment damage, or on-site safety hazards, exception reports can be submitted with one click by specifying the exception type, the detailed situation, and whether support is needed. The report is simultaneously pushed to dispatchers/administrators and awaits assistance.

3.5 Work Order Completion Submission (Field Function)

Upon full completion of the operation, field personnel must submit completion materials in a standardized manner to close the work order loop.

1. Enter the corresponding work order and click [Submit Completion].
2. Fill in the operation summary: completion status, fault resolution results, remaining issues, and follow-up suggestions.
3. Upload completion evidence: on-site photos of the completed operation, equipment inspection reports, signed documents, video materials, etc. (required items are set according to the work order type).
4. Fill in consumable usage records, operation duration, and customer satisfaction self-assessment (optional).
5. After confirming that the information is correct, click [Submit Completion]; the work order status is updated to "Pending Review" and awaits review and acceptance by the dispatcher/customer.

3.6 Work Order Review and Acceptance (Dispatcher/Administrator Function)

3.6.1 Backend Review

Dispatchers review pending work orders and verify operation materials, on-site evidence, and operation results, with two possible review outcomes:

1. Review Approved: The operation is qualified and the materials are complete; the work order status is updated to "Completed" and the work order is formally closed.
2. Review Rejected: The operation is unqualified, materials are missing, or the operation was not performed as required. The dispatcher fills in the reason for rejection and returns the work order to the field personnel for rectification and resubmission. The system records the number of rejections.

3.6.2 Customer Acceptance (Optional Function)

The system supports enabling a customer acceptance mode. After completion, an acceptance SMS/link is automatically sent to the customer, who can rate their satisfaction online, evaluate the service, and confirm completion. Acceptance data is synchronized to the work order archive.

3.7 Full-Process Work Order Query and Traceability

3.7.1 Query by Work Order Status

The system classifies work orders into 11 statuses: All, Draft, Pending Dispatch, Pending Acceptance, In Progress, Pending Review, Completed, Rejected, Suspended, Overdue, and Closed, supporting categorized filtering and viewing.

3.7.2 Advanced Filter Query

Supports precise filtering by time range, work order type, field personnel, priority, customer name, and work order number to quickly locate target work orders.

3.7.3 Work Order Detail Traceability

Each work order generates an independent archive that records the entire process: creation time, dispatch time, acceptance time, clock-in time, progress reporting records, exception records, completion time, review records, reassignment records, and operator logs, enabling full-process traceability and clear responsibility attribution.

3.8 Field Trajectory Monitoring (Administrator/Dispatcher Function)

The system supports real-time trajectory tracking and historical trajectory playback of field personnel for comprehensive supervision of the authenticity of field operations.

1. Real-time Positioning: The backend map displays in real time the locations of field personnel on duty, their current work orders, and operation status.
2. Trajectory Playback: The trajectory, stop locations, and stop durations of field personnel during any time period can be queried for accurate verification of attendance and operations.
3. Trajectory Deviation Alert: When field personnel deviate from the service address or fail to arrive on site as required, the system automatically triggers an alert.

3.9 Message Notification Management

The system supports multi-channel message push to ensure that no work order information is missed. Push channels include: app push, SMS push, mini-program push, and in-system messages.

Core notification scenarios: new work order dispatch, work order reassignment, work order suspension, overdue warning, exception reporting, completion pending review, review result notifications, and system announcement notifications.

4. Backend System Configuration

4.1 Personnel and Permission Management

4.1.1 Department Management

Supports creating, editing, and deleting enterprise departments to build the organizational structure. Work orders can be categorized for statistics and dispatch by department.

4.1.2 Employee Account Management

Administrators can add employee accounts, reset passwords, enable/disable accounts, bind positions and departments, and batch import employee information.

4.1.3 Role Permission Configuration

Custom role permissions distinguish roles such as Administrator, Dispatcher, Field Personnel, and Read-only Administrator, providing precise control over the functional operation permissions of different accounts (e.g., prohibiting field personnel from modifying work orders, or prohibiting ordinary employees from viewing data reports).

4.2 System Parameter Configuration

1. Location Parameter Settings: set the allowable deviation range for clock-in location and the positioning update frequency.
2. Overdue Rule Settings: configure the overdue warning duration and overdue penalty rules for work orders.
3. Approval Process Settings: customize the work order review hierarchy, rejection rules, and reassignment approval rules.
4. Attachment Rule Settings: set image/video size limits and required attachment types.

4.3 Log Management

The system automatically records all operation logs, login logs, and work order operation logs, including the operator, operation time, operation content, and IP address. Logs are retained permanently and support query and export for security auditing and troubleshooting.

5. Data Statistics and Report Export

5.1 Core Statistical Reports

The system automatically generates visual data reports without the need for manual statistics. Core reports include:

1. Total Work Order Report: statistics on the number of work orders created, completed, overdue, and abnormal by day/week/month/year.
2. Personnel Performance Report: statistics on each field staff member's number of accepted orders, completion rate, pass rate, overdue rate, number of rejections, and operation duration.
3. Work Order Type Report: statistics on the proportion and processing efficiency of different business types of work orders.
4. Customer Satisfaction Report: statistics on customer evaluation data, the positive review rate, and a summary of negative feedback issues.
5. Field Attendance Report: statistics on field clock-in times, attendance duration, and abnormal attendance records.

5.2 Data Export and Printing

All work order data, statistical reports, and log records support Excel export, PDF export, and online printing, and can be directly used for enterprise attendance accounting, performance evaluation, work reporting, and archive retention.