Set up and use work order types

Overview

Work order types are first added to the work order when it is created during the work order creation process. They can be used to add a Replacement opportunity tag to a work order type set the default work order duration of Recurring services, more easily find work orders in Search, customize certain report types, and filter your view of the Schedule Board. Work order types show up on work order records, invoices, and certain reports.

Things to know

• For priority level, most work order types should be set to normal. Use urgent only for work order types that should always be prioritized first. If too many work order types are set as high or urgent, work orders that are genuinely in need of immediate attention won’t stand out.

• If you add one or more business units to a work order type, when you select a business unit for a work order you are creating, the work order types associated with that business unit are the ones that show up under Work Order Types. This applies to the Work Order Booking screen as well as for creating recall or warranty work orders, leads, and Recurring service events. For more, see Create a work order, Book a recall, Leads Home, and Manage recurring service events.

• The Sold threshold is the minimum amount required for the work order to be considered sold or converted. For accurate reporting purposes, set the amount to at least $1 over the diagnostic or dispatch fee. If you leave it at $0, every completed work order is marked converted, resulting in incorrect conversion and close rates. For more, see What's a sold threshold?

• When creating or editing a work order type, you may see the option to add default services. If your business uses a standard diagnostic fee for all work orders, you should associate services with every work order type. To learn more about this feature, see Add default services to work order types.

• When creating or editing a work order type, you may see the option to make selecting a Recurring Service Event required when creating work orders if Recurring Service Events exist for the location. To learn more about this feature, see Book recurring service events.

• If your company manages your office's ServiceTitan account through Enterprise Hub, they may choose to lock work order type edits. If the lock is on, you can't:

  • Change a work order type's name

  • Change a work order type's sold threshold

  • Add a work order type

  • Deactivate a work order type

    Note: You can still edit everything else on a work order type.

Common use cases

The examples below are of work order types commonly used in various industries, along with the priority levels usually set for them.

All industries

Electrical

Plumbing

HVAC

Add a work order type

1. Go to the top toolbar and click Settings .

2. In the side panel, click Operations > Work Order Types.

3. Click Add.

4. Add the details for the work order type.

   • Name: Name for this work order type

   • Business Unit: Default business unit assigned to work orders of this type (optional)

   • Priority: Default priority level associated with this work order type

   • Duration: Amount of time that this type of work order takes up on the Dispatch Board and Schedule Board

   • Sold Threshold: Minimum dollar amount required for the work order to be considered sold or converted. For more, see What's a sold threshold.

   • Class: Class to which this work order type belongs, if applicable to your office workflow

   • Tags: Tags that are automatically added to work orders of this type (optional)

   • Summary: Preloaded text added to the summary for all work orders with this work order type (optional)

   • No Charge / Unconvertible by default: Select to mark all work orders with this work order type as No Charge

   • Tune up: Select to mark all work orders with this work order type as tune up work orders.

   • Upload: Image associated with all work orders with this work order type (optional)

5. When you're done, click Save. 

Edit or remove a work order type

1. Go to the top toolbar and click Settings .

2. In the side panel, click Operations > Work Order Types.

3. Click Edit next to the work order type you’re changing.
   

4. Make changes to the work order type, and then click Save. If you’d like to remove the work order type from use, click Deactivate.
   

Add custom fields to a work order type

Add and assign custom fields for specific work order types. Mark custom fields as required so that only the custom fields specific to a work order type display when creating a work order. This helps reduce the mental load of CSRs and allows for more customization during the work order creation process. It also helps to ensure compliance when collecting key information from the customer. 

To add a custom field to a work order type:

1. Follow the steps to Add or Edit a work order type. 

2. In the Add custom fields section, use the dropdown menu to select the custom fields that this work order type will use.
   

3. (Optional) Click and drag the custom field to set the order the custom fields appear on the Work Order Booking screen. 
   

4. When you’re finished, click Save. 

You can also make the custom field required for the work order type. For more, see Use custom fields. 

FAQ

Want to learn more?

• See Add and manage work order type groups for Adaptive Capacity

• See Settings