View, add, and edit findings on a work order record

Overview

The Findings section on work order records lets dispatchers, service managers, and account managers see equipment or service issues discovered during a work order or linked to a work order without leaving the work order record. You can view a finding's full details, add a new finding, or edit an existing one directly from the work order. This keeps everyone working from the same record of what was found and what needs follow-up.

Things to know

• Findings shown in the table can be either sourced from this work order (discovered during this work order) or linked to this work order (found on a different work order but connected here). Both appear in the same table.

• The Findings section only appears on a work order record when the work order has at least one finding; if there are no findings, the section doesn't display.

• A history event is recorded when a finding is added to or removed from a work order, so you can track changes without leaving the work order record.

Best practices

• Use the Urgency Level field when adding a finding so dispatchers and account managers can prioritize follow-up at a glance.

• Review the Findings section before scheduling follow-up work, so you don't create a duplicate work order for an issue that's already been flagged.

• Add a Solution / Recommendation when you create a finding. This gives whoever creates the follow-up work order or creates the estimate the context they need without a phone call.

Use cases

• A technician discovers a failing capacitor during a routine visit; a dispatcher reviewing a work order record later that day sees the finding, checks the urgency level, and creates a follow-up work order.

• An account manager reviewing a commercial work order wants to confirm what issues were found on-site before presenting a renewal quote, and checks the Findings section instead of calling the technician.

• A service manager edits a finding's urgency level after a customer calls to say the issue has gotten worse.

View findings on a work order record

1. Go to the work order record for the work order you want to review.

2. Scroll to the Findings section.

3. Review the Findings table, which lists each finding's name, source work order, status, urgency level, and date created, ordered newest first.

4. To narrow the table, use the Urgency and Status filter dropdowns above the table. 

   Note: If a work order has no findings at all, the Findings section doesn't appear on the work order record. If the work order has findings but none match your current filter selection, the table shows an empty state with a Reset filters button instead.

View a finding's full details

1. In the Findings table, click the finding you want to review.

2. In the drawer that opens, review the finding's Status, Urgency Level, Equipment, Created On date, Created By employee, and Work Order Number.

3. Review the Description, Solution/Recommendation, and Internal Notes.

4. Review any Attachments. Click an image to open a full-size preview, click a video to play it, or click a PDF or form file to open or download it.

   

Add a finding from a work order record

1. At the top of the Findings section, click + Add Finding.        

   Note: The Source Work Order field defaults to the work order you're currently viewing, but you can change it if the finding actually originated on a different work order.

2. In the Create Finding drawer that opens, enter the following details:        

   • Finding Name

   • Urgency Level

   • (Optional) Equipment

   • (Optional) Source Work Order

   • Description

   • (Optional) Solution/Recommendation

   • (Optional) Internal Notes

   • (Optional) Attachments

   

3. When finished, click Add.

Edit an existing finding

1. Open the finding you want to edit.

2. Click the More icon at the top, then select Edit.

3. In the drawer that opens, the finding's current values are pre-filled. Update any fields as needed.

4. When finished, click Save.

Want to learn more?

• See Work order record overview

• See Manage equipment findings