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The work order object is a large object which contains every possibly property required by the mobile application to complete the work order. This means that through one single REST API call a work order can be dispatched to a mobile worker with every piece of data required to complete the process.

However, not all work order object properties are required and other properties can automatically be populate by the ESB when the job is created. This provides ultimate flexibility to the customer on just how they want to manage work orders.

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On this page:

Table of Contents

maxLevel	2

Related pages:

REST Object Definitions Account Location Related Objects Account ObjectREST Object Definitions Account Location Related Objects
Account Location Object
REST Object Definitions Work Order Activity Related Objects Concession Object
REST Object Definitions Work Order Activity Related Objects Discounts Object
REST Object Definitions Inventory Related Objects Item Object
REST Object Definitions Work Order Activity Related Objects Task Object
REST Object Definitions Configuration Related Objects TaxRate Object
REST System Categories Product Types Discounts Object
Item Object
Mobility Application Configuration
Product Types
Task Object
TaxRate Object

Work Order Object Formats

Include Page

	_Work Order Object Formats
	_Work Order Object Formats

Work Order Object Properties

Required properties are in bold

REST Object Definitions Work Order Activity Related Objects REST Object Definitions Work Order Activity Related Objects IsDelivered has been received by the mobile device. This property does not imply that the mobile worker has viewed the work orderREST Object Definitions Inventory Related Objects REST Object Definitions Work Order Activity Related Objects REST Object Definitions Account Location Related Objects REST Object Definitions Work Order Activity Related Objects REST Object Definitions Work Order Activity Related Objects REST Standard REST APIs

.The optional purchase order number associated with the work orderReasonCode

If the work order was closed and marked incomplete, then it will contain a REST System Categories Work Order Closed-Incomplete Reasons No Follow Up Required system category value.

If the work REST System Categories REST System Categories REST System Categories REST System Categories ReschedReasonscollection reason why the work order was rescheduled reasons a mobile worker may select when rescheduling a work order. The CanResched property must be true to enable reschedule reason selection

If CanResched is true , and this object is not specified then the mobile device will use the default reschedule reason codes provided by the system category definitions.

The order the reasons appear in the array are the order they will be presented to the mobile worker.

See: Reschedule Reasons System CategoryRulesobject property contains CanSetLineItemTaxable set line item in a work order IsFollowUpRequestObjectReq validation rule for scheduling a followup work order ModelNumPattern

Regular expression for asset model number validation. Mobile application will enforce model number validation in conjunction with another rule (identified by Rules.IsAssetModelNumReq = true)

ValidateMailOrderPartsDefault value is false. Identifies if validation rules for ordered parts should be enforced. Validation rules should not be enforcedtrue = Validation rules for parts shipping address are enforced and the ability to toggle ordered parts deposit requirements is available3181

The property contains tax related information by work order type. Within the tax object there is a collection of line item type to tax rate mappings. The mobile application will use this collection to determine the tax rate for each line item. If the work order contains a line item type not listed in the tax collection, then it is assumed that no tax rate is required.

Notes:

If a new work order is added to the system without the Taxes property, the ESB will automatically lookup the correct tax rate based on zip code and add the correct values to the work order object.

OrderType with "*" value identifies default tax rates. The default tax rate object may appear at any position in the OrderTypes collection. Mobile application will apply default tax rates to the work order in case it is present110TechCreatedboolean if the mobile worker created the work order.

Valid values are:

false = Indicates that planner created the work order in the back office. This is the default value if this property is not specified.
true = The mobile worker created the work order from the mobile application.

Property Type Description

_fields

collection

Optional property.

This collection is used during a PATCH request to remove specific properties. This property will never be returned during a GET request.

Status

title	3.19.1

_paths

collection

Optional property.

This collection is used during a PATCH request to remove objects matching a specific JSONPath. This property will never be returned during a GET request.

Status

title	3.19.1

Account

object

The REST Object Definitions Account Location Related Objects Account Object object is used to identify the account the work order is assigned to. Work orders can be created against managed accounts or ad-hoc accounts.

Managed accounts are those that exist in our system out side of a work order. They are managed either through the web based management application or through the Account REST API. To use a managed account, add just the AccountNum property to the work order object. The system will automatically expand the account object with the existing account information.

Code Block

language	js
title	Example Managed Account JSON Fragment

{
  "Account": {
    "AccountNum": ""
  }
}

When any additional properties beyond the AccountNum are specified the system assumes it is an ad-hoc account.

The system will NOT verify the AccountNum for ad-hoc accounts
The system will NOT create any new Account Objects in the system
The account information is passed straight through to the mobile

Code Block

language	js
title	Example ad-hoc Account JSON Fragment

{
  "Account": {
    "AccountNum": "",
    "AccountType": "1001",
    "Addresses": [
      {
        "AddrLine1": "123 Main Street",
        "AddrLine2": "",
        "AddrLine3": "",
        "AddrLine4": "",
        "AddrType": "1001",
        "City": "McLean",
        "Country": "",
        "Intersection": "",
        "Lat": "",
        "Lon": "",
        "Region": "",
        "Zip": "22102"
      }
    ],
    "Contacts": [
      {
        "Email": "",
        "FirstName": "",
        "IsPrimary": true,
        "LastName": "",
        "Phones": [
          {
            "PhoneNum": "",
            "PhoneType": ""
          }
        ]
      }
    ],
    "Name": "Smith Home"
  }
}

It is possible to use an existing managed account and override any property value for a single work order. In this case it works just like an ad-hoc request. The only difference is that the AccountNum does refer to an existing account in the system. This option is useful in cases where a contact might be added or changed for just a single visit.

AccountingPackage

object

This optional object contains status information about generating import transaction in an accounting software for a work order. The OrderStatus property value must be Closed complete/Closed Incomplete to enable import transaction generation process.

Property Type Description

Extensions

object

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	_def_Extensions
	_def_Extensions

Status

title	4.7.0

InvoiceNum

string

The accounting package document number associated with the work order.

Status

title	3.19.0

IsSent

boolean

Specifies if import transaction generation in an accounting software was completed.

Valid values are:

false = Import transaction has not been created. This is the default value if this property is not specified.
true = Import transaction was created successfully.

SendDate datetime Identifies create date and time for the import transaction.

ActualEndDate datetime Identifies the actual date and time the work order was completed.

ActualStartDate datetime Identifies the actual date and time the work order was started on site at the account location. This value does not include the start travel time.

ActualTravelEndDate datetime Identifies the actual end travel date and time for the work order.

ActualTravelStartDate datetime Identifies the actual start travel date and time.

ApptWnd

object

This property is being deprecated in favor of the TimeConstraints property.

This property contains optional appointment / service window details that are displayed to the mobile worker.

If Earliest or Latest properties are set then their values will be displayed to the mobile worked and Desc will not be displayed
If only Desc is set then it's value will be displayed to the mobile worker

Property

Type

Description

Desc

string

Description of the appointment window. e.g. "9 AM to Noon"

Earliest

datetime

Specifies the earliest time the job can be started.

This value is in UTC format.

Latest

datetime

Specifies the latest time the job can be started.

This value is in UTC format.

ApptSearchRequest

object

This object contains an Appointment Search Request Object to schedule a followup work order.

Status

title	3.45.0

Alerts

collection

This property contains a collection of one or more Alert Objects associated with the work order. The property Rules.CanUseAlerts must be true to enable work order alerts.

Status

title	3.21.0

Status

colour	Yellow
title	3.37.0

AlertResponses

collection

This property contains a collection of one or more alert responses entered by the mobile worker.

Property	Type	Description
AlertID	string	This property uniquely identifies the work order alert
Notes	string	Response notes entered by mobile worker upon accepting/declining work order alert
Response	string	Specifies if the mobile worker accepted or declined work order alert Valid values are: `Accept` = Mobile worker accepted work order alert `Decline` = Mobile worker declined work order alert `Acknowledge` = Mobile work acknowledged information only work order alert
TemplateID	string	This property uniquely identifies the alert template

Status

title	3.21.0

Status

colour	Yellow
title	3.37.0

Status

colour	Yellow
title	4.12.0

Assets collection Contains a collection of Asset Objects associated with the work order.

Billable

boolean

Specifies if the work order is billable to the account. If this value is false, then no pricing information will be displayed and the payment screen will not be accessible.

Valid values are:

false = The work order is not billable. This is the default value if this property is not specified.
true = The work order is billable.

CanReject boolean Specifies if the mobile worker can reject the work order.

CanResched

boolean

Specifies if the mobile worker can reschedule the work order.

Valid values are:

false = The mobile worker can not be reschedule the work order. This is the default value if this property is not specified.
true = The mobile worker can reschedule the work order.

Claims

collection

The claims collection contains one or more optional claim information that were raised at the end of the work order originating from ServiceOperations.

Property	Type	Description
Amount	number	The total amount, paid for the claim.
BatchNum	integer	This property identifies batch number associated with processing of a claim.
ClaimNum	string	This property uniquely identifies the claim object.
SeqNum	integer	This property identifies sequence number associated with processing of a claim.
Status	string	This property identifies status code associated with a claim in ServiceClaims.
StatusDesc	string	A description of a claim status code.

Status

title	3.45.0

CollectPayment

boolean

Identifies if a payment is required from the customer.

Notes:

If payments are to be collected, the Billable property must also be set to true .

Valid values are:

false = The work order does not require the mobile worker to collect a payment from the customer. This is the default value if the property is not present.
true = The work order requires the mobile worker to collect payment from the customer.

Concessions

collection

This property, if provided, contains a collection of one or more concessions applied to the invoice for the current work order.

See:

Concession Object

Credits

collection

This optional fields contains zero or more credits to be applied to the invoice for the work order.

Notes:

Credits are applied after all discounts and taxes have been calculated.

This collection contains the following properties:

Property

Type

Descritpion

ID

string

Optional property.

This property uniquely identifies the credit object.

Status

title	3.19.1

Desc

string

A description of the credit being applied.

Amount

decimal

The credit amount, in dollars, to be applied to the invoice.

Delete

boolean

Optional property.

This property is used during a PATCH request to remove specific items. This property will never be returned during a GET request.

Status

title	3.19.1

Status

title	3.12.0

Deleted

boolean

This property is used as an confirmation that the work order has been removed from a mobile worker's device.

If this property is true , then the following normally required elements will NOT be part of the object:

Account
Location

Valid values are:

false = The work order has not been removed. This is the default value if the property is not specified.
true = The work order has been removed from the mobile workers device and schedule.

Description string Contains a brief description of the work order. e.g. Install new equipment. For longer descriptions of the work order or reported problem use the Notes field.

Discounts

collection

This property, if provided, contains a collection of one or more discounts to be applied to the invoice for the current work order.

See:

Discounts Object

Status

title	3.12.0

DispatchStatus

string

Identifies the current dispatch status of the work order.

In order for a work order to be dispatched to a mobile worker the following properties, in addition to the other required properties, must be set:

DispatchUTC
PlannedStartDate
PrimaryUser

Value values are:

0 = None. Work order is not dispatched. This is the default value if this property is not specified.
1 = Scheduled. Work order is scheduled but no mobile worker is assigned. Work order is not dispatched.
2 = Assigned. Work order is assigned to a mobile worker but not scheduled. Work order is not dispatched.
3 = Dispatched. Work order is assigned a mobile worker and a schedule. Work order is dispatched.

DispatchUTC datetime Identifies the UTC date and time when the work order was dispatched to the mobile worker.

EmailEstimate

boolean

Identifies if a PDF estimate should be emailed to the customer after service has been completed.

Valid values are:

true - A PDF estimate will be emailed to the customer.
false - No estimate will be emailed to the customer. This is the default value if this property is not specified.

Status

title	3.18.0

EmailInvoice

boolean

Identifies if a PDF invoice should be emailed to the customer after service has been completed.

Valid values are:

true - A PDF invoice will be emailed to the customer. If true, then the InvoiceEmailAddress property must be set.
false - No invoice will be emailed to the customer. This is the default value is this property is not specified.

EstimateEmailAddress

string

The email address where a PDF copy of the estimate is to be emailed. Note, the estimate will only be emailed if the EmailEstimate property is true.

Status

title	3.26.0

Extensions

object

Include Page

	_def_Extensions
	_def_Extensions

ExcessiveService

boolean

Asset(s) that are serviced frequently will be flagged for excessive service. Customer's CRM system will determine the criteria for excessive service.

Valid values are:

false = Default value is false.
true = The work order has been flagged for excessive service.

Status

title	3.18.0

FlexAttrs

object

This property contains the Flex-Field values that were entered.

Flex-Fields are always associated with a Flex-Form

Flex-Field values can be pre-populated from the backend

Property

Type

Description

${FlexFormID}

object

Identifies the Flex-Form

Property	Type	Description
${FlexAttrID}	array	Contains an collection of values entered for the Flex-Input field identified by ${FlexAttrID}.

FlexFormDisplayValues

object

Include Page

	_def_FlexFormsDisplayValues
	_def_FlexFormsDisplayValues

Status

title	4.14.0

FlexFormRules

object

This property contains rules (flags) that control different aspects of the flex form.

Property Type Description

${FlexFormID}

object

Identifies the Flex-Form

Property Type Description

AttachToInvoice

object

Property	Type	Description
Value	boolean	Identifies the value associated with the rule
CanOverride	boolean	Identifies if the provided value can be edited by the mobile worker. Default value is `false`

Status

title	3.18.0

FlexForms

collection

Include Page

	_def_FlexForms
	_def_FlexForms

FlexView

collection

Include Page

	_def_FlexViews
	_def_FlexViews

If this property is specified, then the FlexViews will be displayed on the Work Order Summary form within the mobile application.

FollowupSchedule

Object

This property has the same definition as the TimeConstraints Object.

HelperTechs

collection

Identifies the collection of zero or more helper field service engineer(s)/technician(s) associated with the Work Order.

Status

title	3.36.0

InJeopardy

boolean

Specifies if the work order in jeopardy. Customer's CRM application or ServiceScheduling system will determine the criteria for InJeopardy indicator flag.

Valid values are:

false = The work order is not in jeopardy. This is the default value if this property is not specified.
true = The work order is in jeopardy.

Status

title	3.42.0

Invoice

object

This optional object contains status information about generating invoice for a work order. The OrderStatus property value must be Closed complete/Closed Incomplete to enable invoice generation process.

Property Type Description

Created

boolean

Indicates if invoice has been created.

Valid values are:

false = Invoice has not been created. This is the default value if this property is not specified.
true = Invoice transaction was created successfully.

CreateDate datetime Identifies create date and time for the invoice.

Status

title	3.19.0

InvoiceEmailAddress

string

The email address where a PDF copy of the invoice is to be emailed. Note, the invoice will only be emailed if the EmailInvoice property is true.

IsDealerService

boolean

Identifies if the work order

is for dealer service. Work performed as dealer service is not billable. System will set Billable field value false for dealer service to maker work order non-chargeable.

Valid values are:

true - The work order is for dealer service.
false - The work order is not for dealer service. This is the default value if the property is not present.

Status

title	4.18.0

IsDelivered

boolean

Identifies if the work order has been received by the mobile device. This property does not imply that the mobile worker has viewed the work order, only that it arrived on his mobile device.

If the mobile worker has previously received the work order and then it is modified by the back office, this property will automatically be reset back to false until the mobile worker receives the updated work order.

Valid values are:

true - The work order has been received by the mobile application.
false - The work order has not been received by the mobile application. This is the default value if the property is not present.

IsRead

boolean

Identifies if the mobile worker has viewed the work order that has arrived on his mobile device.

If the mobile worker has previously received the work order and then it is modified by the back office, this property will automatically be reset back to false until the mobile worker receives and views the updated work order.

Valid values are:

true - The work order has been received and viewed by the mobile worker.
false - The work order has not been received by the mobile application or has not been viewed by the mobile worker. This is the default value if the property is not present

Status

title	3.18.2

IsRedacted

boolean

Specifies if the application should redact certain work order properties until it is accepted by the mobile worker. If this property is true, then the redact fields will be displayed with black bars on the mobile application. Once the mobile worker accepts the work order, then the redacted properties will automatically be reveled.

This field is used when a company is using third party mobile workers to prevent them from trying to steal the job.

Field that are redacted include:

Account location street address
Contact names and phone numbers
Route mapping is disabled for this job

Valid values are:

true - The application will redact specific work order properties until the mobile worker accepts the work order.
false - The application will not redact any work order properties. This is the default value if the property is not present.

Items

collection

The Items collection contains line item details for the work order. Line items include parts used, parts returned, travel codes, labor codes, etc. Line items are grouped based on the line item type identified by the ProdAttrs.ProdType property.

The work order may, optionally, be pre-populated with lines items which can then be modified by the mobile worker in the field.

See:

Item Object

IVRMessageOverrides

collection

This optional object contains the IVR call-ahead messages. The CanSendIVR property must be true to enable message selection

If CanSendIVR is true , and this object is not specified, then the mobile device will use the default IVR Messages provided by the system category definitions.

The order the messages appear in the array are the order they will be presented to the mobile worker.

See: IVR Messages System Category

Status

title	3.18.0

IVRMessages

object

Contains the IVR Messages sent to the customer. This object is keyed on the ContactNumber of the IVR Message Object.

See:

IVR Message Object

Status

title	3.18.0

Location

object

The account location identifies the actual location (address) of where the service is to be completed. For residential customers this is typically the same as the account information. However, there are cases such as in the auto insurance industry where this could be an auto body shop where a vehicle was towed after an accident.

The Work Order API supports using managed Account Locations as well as ad-hoc Account Locations.

Managed Account Locations are those that exist in our system out side of a work order. They are managed either through our Portal Web Application or through the Account Location REST APIs. When using a manage account location, the only property that can be filled in is the LocNumber. The system will automatically expand this object with the existing account location information.

Ad-hoc Account Locations

When any additional properties beyond the LocationNum are specified the system assumes it is an ad-hoc account.

The system will NOT verify the LocationNum for ad-hoc accounts
The system will NOT create any new AccountLocation objects in the system
The account location information is passed straight through to the mobile

See:

Account Location Object

MaxDiscounts

object

The optional MaxDiscounts object set limits on the maximum amount of discount that can be offered.

See:

Discounts Object

Notes

collection

The Notes object contains an optional collection of notes associated with the work order. These can be recorded by anyone involved with taking and booking the work order.

Notes are internal and not meant to be displayed to the Customer
Notes are not included on any estimate or invoice. Use Remarks for free form text to be provided to the Customer.
A note can be marked as static note by setting ReadOnly flag to true.

NonTaxable

boolean

Indicates whether the work order is exempt from collecting taxes

3.19.0

OrderAmount

decimal

The total order amount of the work order. When the work order was created this field may contain an estimate for the work to be completed. When the work is completed this field will contains the actual, adjusted, order amount.

OrderDate datetime The UTC date and time when the work order was created.

OrderedItems

collection

This optional collection contains a list of parts that were ordered by the mobile worker while on site. If no parts were ordered then this collection will either not be present or be an empty collection. There will be one entry in the collection for each part ordered.

See:

OrderedPart Object

OrderNum string The order number associated with the work order.

OrderNumFollowUp string The follow-up order number (received from Book Job API).

OrderStatus

string

Identifies the current status of the work order.

Valid values are:

1 - New (default)
6 - Enroute (Travel Started)
7 - Onsite
8 - Travel Complete (Available starting with mobile 1.10)
9 - Pending
1001 - Rejected
4097 - Closed / Incomplete
4096 - Closed / Complete

OrderSubStatus string Contains a Work Order Sub Status System Category value for sub-status of the work order

OrderSubStatusOverrides

collection

This optional object contains the Order Sub Status codes. If this object is not specified, then the mobile device will use the Order Sub Status codes provided by the system category definitions.

The order the codes appear in the collection are the order they will be presented to the mobile worker.

See: Work Order SubStatus Codes

Status

title	4.15.0

OrderSubType string Contains a Work Order Sub Type value identifying the sub type of work order.

OrderType

string

Contains a Work Order Types System Category value identifying the type of work order.

Valid values are:

1001 – Install (default)
1002 – Inspection
1003 – Maintenance
1004 – De-Install
1005 – Repair
1006 – Demo
1007 – Training

Paused

boolean

Indicates whether the WorkOrder is paused.

Status

title	3.18.2

PaymentRequest

object

This object contains details to create an invoice for payment in relation to the work order.

Property

Type

Description

Amount

decimal

The total invoice amount.

Recipient

object

This object contains details about recipient for the invoice.

Note
Please note that EmailAddresses or PhoneNum is a required property. The other required properties are in bold.

Property	Type	Description
EmailAddresses	collection	Contains one or more email addresses of contact(s) for receiving invoice
FirstName	string	The first name of the contact.
LastName	string	The last name of the contact.
PhoneNum	string	The mobile phone number of a contact for receiving a link to email by SMS

InvoiceID

string

Identifies Invoice ID supplied by the payment processing system.

InvoiceNum

string

Contains unique invoice identifier

InvoiceURL

string

A URL that can be used to access the invoice.

SendDateUTC

datetime

The UTC date and time when the payment request was sent.

Status

title	3.49.0

Payments

collection

This collection contains details about payments that have been made in relation to the work order.

Property

Type

Description

Amount

decimal

The payment amount.

ID

string

UUID unique payment identifier.

MaskedPAN

string

Masked primary account number.

PaymentUTC

datetime

The UTC date and time when the payment was collected.

RawTransaction

string

Raw payment processing response from the payment gateway.

RefNum

string

Payment transaction ID supplied by the payment gateway.

Source

string

Contains the source of payment collection.

Valid values are:

Link
Terminal

TransactionStatus

string

Identifies the current status of payment transaction.

Valid values are:

Approved
Declined

Status

title	3.49.0

TransactionType

string

Contains the type value for payment transaction

Valid values are:

Sales
Authorization
Void
Refund
Cancel

Status

title	3.49.0

Type

string

Contains method of payment.

Valid values are:

Card
Check
Phone

Status

title	3.41.0

Photos

collection

This collection contains details about photos that were captured during the work order process. Note, this collection does not contain the actual photo but rather meta data about the photo. The photo images can be accessed either by the URL property or the

Work Order Photos REST API.

Property	Type	Description
Date	datetime	The UTC date and time when the photo was taken.
ID	string	The ID of the photo. The ID is unique only to this work order.
Note	string	Optional note associated with the photo.

This property is currently not implement by the mobile application.
URL	string	A URL that can be used to directly access the photo

PONumber

string

.

PlannedEndDate datetime Identifies the estimated end date and time, in UTC format, for the work order.

PlannedStartDate

datetime

Identifies the estimated planned start date and time, in UTC format, for the work order.

PreviousBalance

number

Identifies the previous balance due for the account location.

Status

title	3.43.0

PrimaryUserName string Identifies the primary mobile worker for the work order. This field is used in cases where multiple mobile workers are dispatched to the same location. In this case this property should be set to the mobile worker that is primary. If this field is set and the mobile worker is not the primary then certain mobile business processes may be restricted (please refer to the mobile application user guide).

Priority

string

Identifies the priority of the work order.

Valid values are:

0 (highest) - 99 (lowest)

PurchaseOrder

string

object

This object contains information about purchase order associated with the work order

Property	Type	Description
Amount	number	This property indicates agreed amount for the services
PONum	string	This property uniquely identifies a purchase order associated with the work order.

Status

title	4.16.0

ReasonCode

string

If the work order was closed and marked incomplete, then it will contain a Work Order Closed-Incomplete Reasons No Follow Up Required system category value.

If the work order was closed and marked complete, then it will contain a

Work Order Closed Complete Reasons system category value.

Notes:

The closed-incomplete selection will only be visible if the

Work Order Closed-Incomplete Reasons No Follow Up Required system category has been configured

The closed-complete selection will only be visible if the

Work Order Closed Complete Reasons system category has been configured

ReferralSource

string

This optional property contains the referral source for the work order. The mobile application can use the list of codes and descriptions provided by the Work Order Referral Source system category.

Status

title	4.2.0

Remarks string Contains remarks entered by the mobile worker. Remarks will be presented to the customer on the summary page (prior to signature), and optionally on invoice printouts and/or emailed PDFs.

RejectReasonCode

string

If the OrderStatus property is set to 1001 (rejected), then this property will contain the reason code of why the work order was rejected. The list of available reason codes and descriptions can be provided directly within the work order object by populating the RejectReasons property or the mobile can use the default list provided by the system category.

RejectReasons

collection

This optional object contains the reason why the mobile worker rejected the work order.

Notes:

The CanReject property must be true to enable reject reason selection on the device
The

Work Order Reject Reason Codes system category must be configured to enable reject reason selection

RepairLocation

object

This optional object contains the

details of the repair location for the work order.

Property	Type	Description
Address	object	The address details for the repair location.
Type	string	Contains a Report Location Types System Category value identifying the type of repair location.

Status

title	4.16.0

RepeatCall

boolean

Identifies if this work order represents a repeat call.

Valid values are:

false - This is not a repeat call for the same issue. This is the default value if this property is not specified.
true - This is a repeat call for the same issue.

ReqDeposit

object

This property identifies the deposit required to be collected when parts are ordered. The required deposit can specify a fixed dollar amount or a percentage of the parts being ordered. If both are specified then the higher of the two will be required.

Property	Type	Description
IsApplied	boolean	Identifies whether the deposit is applied or not
Fixed	decimal	Identifies a fixed dollar amount.
Percentage	decimal	Identifies the percentage of the parts that are being ordered that must be collected as a deposit.

Status

title	3.12.0

ReschedReasons

collection

This

optional object contains the reason why the work order was rescheduled reasons a mobile worker may select when rescheduling a work order. The CanResched property must be true to enable reschedule reason selection

If CanResched is true , and this object is not specified then the mobile device will use the default reschedule reason codes provided by the system category definitions.

The order the reasons appear in the array are the order they will be presented to the mobile worker.

See: Reschedule Reasons System Category

Rules

object

This property contains rules (flags) that control different aspects of the work order process.

Property Type Description

CanCreateNewOrder

boolean

Identifies if the mobile worker can create a new work order for the job.

Valid values are:

true - The mobile worker can create a new work order for the job
false - The mobile worker is not allowed to create a new work order. This is the default value if this property is not specified.

Status

title	3.47.0

CanDuplicate

boolean

Default value is false.

Identifies if the work order can be duplicated by the mobile technician.

Valid values are:

false = The work order can not be duplicated
true = The work order can be duplicated

Status

title	3.16.0

CanEditAccount

boolean

Default value is false.

Identifies if the provided account details can be edited by the mobile worker.

Valid values are:

false = The account details can not be edited
true = The account details can be edited

Status

title	3.31.1

CanEditAsset

boolean

Default value is false .

Identifies if the provided asset details can be edited by the mobile worker. This only applies to the primary asset details. Any forms associated with the asset are always editable by the mobile worker.

Valid values are:

false = The asset details can not be edited
true = The asset details can be edited

Status

title	3.13.0

CanEditDiscounts

boolean

Default value is false.

Identifies if the mobile worker is allowed to edit/change the applied discounts.

Valid values are:

false = The mobile worker can not edit the applied discounts
true = The mobile worker is allowed to edit the applied discounts

Status

title	3.17.0

CanEditOrderType

boolean

Identifies if the mobile worker is allowed to edit/change the order type for the job.

Valid values are:

true - The mobile worker can edit the order type for the job
false - The mobile worker can not edit the order type

Default value is false.

Status

title	3.18.0

CanEditRepeatCall

boolean

This flag control whether or not the mobile worker is allowed to toggle RepeatCall flag for the job.

Valid values are:

true - The mobile worker is allowed to toggle RepeatCall flag for the job from the mobile device
false - The mobile worker is not allowed to toggle RepeatCall flag

Default value is false.

Status

title	3.18.0

CanRequestMoreTime

boolean

This flag control whether or not the mobile worker is allowed to request additional time for the job.

Valid values are:

true - The mobile worker is allowed to request additional time from the mobile device
false - The mobile worker is not allowed to request additional time.

Default value is false.

Status

title	3.17.0

CanScanQRCode

boolean

Default value is false.

Identifies if the mobile worker is allowed to scan QR code to verify asset installed at the account location. If true, and the CanVerifyAsset property is set to true, then the mobile worker can scan QR code.

Valid values are:

false = Mobile worker cannot scan QR code
true = Mobile worker can scan QR code to verify asset

Status

title	3.34.0

CanScheduleFollowup

boolean

Identifies if the mobile worker is allowed to schedule a follow-up call for the job.

Valid values are:

true - The mobile worker is allowed to schedule a follow-up call for the job
false - The mobile worker is not allowed schedule a follow-up call

Default value is false.

Status

title	3.18.0

CanSendIVR

boolean

Identifies if the mobile worker is allowed to send interactive voice response(IVR) request.

Valid values are:

true - The mobile worker is allowed to send IVR request from the mobile device
false - The mobile worker is not allowed to send IVR request.

Default value is false.

Status

title	3.18.0

CanSetChargeable

boolean

Default value is false.

Identifies is the mobile worker is allowed to specifically mark an item as chargeable when the current job is under warranty.

Status

title	3.17.0

CanSetDealerService

boolean

Default values is false.

Identifies if the mobile worker is allowed to

update the

work order to reflect that the work is for dealer service.

Valid values are:

false = The mobile worker is not allowed to update the work order
true = The mobile worker is allowed to update the work order to reflect that the work is for dealer service

Status

title	4.18.0

CanSetLineItemTaxable

boolean

Default values is false.

Identifies if the mobile worker is allowed to set the line item in a work order taxable.

Valid values are:

false = The mobile worker is not allowed to set line items taxable
true = The mobile worker is allowed to set line items taxable

Status

title	3.19.0

CanSetPrice

boolean

Default value is false.

Identifies if the mobile worker is allowed to change the price of line items.

Valid values are:

false = The mobile worker is not allowed to change line item pricing
true = The mobile worker is allowed to change line item pricing

Status

title	3.16.0

CanSetWorkOrderTaxable

boolean

Default values is false.

Identifies if the mobile worker is allowed to set the work order taxable.

Valid values are:

false = The mobile worker is not allowed to change work order taxable status
true = The mobile worker is allowed to change work order taxable status

Status

title	3.19.0

CanTakePhotos

boolean

Default value is false.

Identifies if the mobile worker is allowed to capture photos at the customer's location

Valid values are:

false = Photos can not be taken at the customer's location
true = Photos are allowed to be taken

Status

title	3.13.0

CanUseAlerts

boolean

Default value is false. Identifies if the mobile worker will receive pop-up notifications for the following special conditions:

Safety reminders
Safety recalls on their product
Condition identified where mobile worker required to return part for engineering autopsy

Valid values are:

false = Mobile worker will not receive pop-up notifications
true = Mobile worker will receive pop-up notifications

Status

title	3.21.0

CanUseConcessions

boolean

Default value is false.

Identifies if the mobile worker is allowed to use concessions for the work order.

Valid values are:

false = Concessions can not be used
true = Mobile worker can use concessions

Status

title	3.37.0

CanUseServiceContract

boolean

Default value is false.

Identifies if the mobile worker is allowed to use service contract for the work order.

Valid values are:

false = Service contract can not be used
true = Mobile worker can use service contract

Status

title	3.18.1

CanVerifyAsset

boolean

Default value is false.

Identifies if the mobile worker is allowed to verify asset installed at the account location.

Valid values are:

false = Asset can not be verified
true = Mobile worker can verify asset

Status

title	3.34.0

CombineDiscounts

boolean

Default value is false.

Indicates whether Percentage Discounts should be combined, e.g. two 10% discounts would be treated as a 20% discount.

The standard method is to apply discounts sequentially.

Status

title	3.22.0

InWarranty

boolean

Default value is false.

Identifies if the work order is under warranty. If true, and the Warranty property is provided, then the appropriate warranty discounts will be applied.

If this property is present with either value, then an In Warranty slider is displayed on the mobile application allowing the mobile worker to change the in warranty status of the work order. If this property is missing, then the work order is considered out of warranty and the in warranty slider will not be visible within the mobile application.

Valid values are:

false = The job is not under warranty
true = The job is under warranty

Status

title	3.13.0

IsAssetInstallDateReq

boolean

Default value is false.

Identifies if the asset install date is required for the work order.

Valid values are:

false = The asset install date is an optional field
true = The asset install date is a required field

Status

title	4.3.0

IsAssetModelNumReq

boolean

Default value is false.

Identifies if the asset model number is required for the work order.

Valid values are:

false = The asset model number is an optional field
true = The asset model number is a required field

Status

title	3.38.0

IsAssetSerialNumReq

boolean

Default value is false.

Identifies if the asset serial number is required for the work order.

Valid values are:

false = The asset serial number is an optional field
true = The asset serial number is a required field

Status

title	3.18.2

IsEstimateSigReq

boolean

Default value is false.

Identifies if the

customer signature is required for the estimate.

Valid values are:

false = A customer signature is optional for estimate.
true = A customer signature is required for estimate.

Status

title	4.16.0

IsFollowUpRequestObjectReq

boolean

Default value is false.

Identifies if the validation rule for scheduling a followup work order should be enforced when closing a work order.

Valid values are:

false = Validation rule should not be enforced
true = Mobile application should enforce a validation rule to schedule a followup work order. The rule will generate ApptSearchRequest property when mobile worker taps "Schedule Follow-up" from Overview screen.

Status

title	4.9.0

IsHelperOrder

boolean

Default value is false.

Identifies if the work order is intended for helper field service engineer/technician.

Valid values are:

false = The work order is for primary field service engineer/technician
true = The work order is for helper field service engineer/technician

Status

title	3.18.2

IsOps

boolean

Default value is false.

Identifies if the work order is under ServiceOperations control.

If true, then

the work order was created by ServiceOperation
Either ServiceOperations or the Servicer can update the work order
ServiceOperations can remove the work order (un-assign it) from the Servicer
Only ServiceOperations can delete the work order

Status

title	3.16.0

IsServiceCodeReq

boolean

Default value is false.

Identifies if the asset service codes are required at the end of the work order.

Valid values are:

false = Service codes are not required
true = Service Codes are required for an asset

Status

title	3.18.2

IsShipLocationReq

boolean

Indicates whether the Ship To Location must be selected when ordering parts

Valid values are:

false = Ship To Location is not required
true = Ship To Location is required

Status

title	3.18.01

IsSigReq

boolean

If this rule is not specified, then the default value will be set to the default setting for the Account Location.

Valid values are:

false = A customer signature is not required to close the work order
true = A customer signature is required to close the work order

Status

title	3.17.0

IsSigNameReq

boolean

Indicates if name is mandatory field for a customer signature. Mobile application will only check the rule if a customer signature is required to close the work order (identified by Rules.IsSigReq = true)

Valid values are:

false = A customer name for signature is not required to close the work order
true = A customer name for signature is required to close the work order

Status

title	3.26.0

Status

IsTravelRequired

string

boolean

Indicates whether travel is required to be completed prior to marking the work order onsite.

Valid values:

false = user may mark work order as onsite without the need to first start/complete travel
true = user must first complete travel prior to marking the work order as onsite.

Default value is false.

Status

title	4.18.0

ModelNumPattern

string

Regular expression for asset model number validation. Mobile application will enforce model number validation in conjunction with another rule (identified by Rules.IsAssetModelNumReq = true)

Status

title	3.38.0

SerialNumPattern

string

Regular expression for asset serial number validation. Mobile application will enforce serial number validation in conjunction with another rule (identified by Rules.IsAssetSerialNumReq = true)

Status

title	3.18.2

Validations

boolean

object

Identifies a set of rules which will allow mobile application to verify asset model number against a list of model numbers stored locally on the device.

Property

Type

Description

AssetModelNumExists

boolean

Indicates if asset model number can be verified against a list of model numbers stored.

See: Validation Type Object

Valid values are:

false =

Mobile application should not enforce model number validation. This is the default value if this property is not specified.
true = Mobile application should verify model number

Status

title

4.

17.

Taxes

object

0

ValidateMailOrderParts

ServiceContracts

collection

The service contracts collection contains one or more optional service contract information that were applied at the end of the work order.

Property	Type	Description
AssetNum	string	This property identifies asset associated with the service contract
AuthorizationNum	string	This optional property identifies work authorization number provided by service contract administrator
BillToAccountNum	string	This properly identifies the party who is responsible for paying for the service.
ContractID	string	This property uniquely identifies the service contract.
ContractProvider	string	This property identifies the name of service contract administrator.

Status

title	3.18.1

ServiceProvider

object

Identifies service provider information for a work order originating from ServiceOperations.

Property	Type	Description
NetworkAccountNum	string	This property uniquely identifies service provider in a network

Status

title	3.45.0

ShowPrice

boolean

Identifies if pricing should be displayed on the work order.

Valid value are:

true - Prices will be displayed. This is the default value if this property is not specified.
false - Prices will not be displayed on the work order.

Signatures

collection

The signatures collection contains one or more optional signatures that were digitally captured on the device at the end of the work order.

Property

Type

Description

Image

blob

Base64 encoded value of the signature.

ImageFmt

string

Identifies the type of encoding used for the signature.

Valid values are:

png
jpeg

Name

string

Optional name of the person who digitally signed the work order.

Surveys collection Surveys will be implemented in a future release.

Tasks

collection

An optional collection of Task Objects to be completed by the mobile worker for the work order. Tasks can be marked as required, in which case the mobile worker will not be able to close the work order unless all required tasks have been marked completed. Tasks can optionally track time and duration.

boolean

Default value is false.

Identifies if validation rules for ordered parts should be enforced.

Valid values are:

false = Validation rules should not be enforced.
true = Validation rules for parts shipping address are enforced and the ability to toggle ordered parts deposit requirements is available

Status

title	3.18.1

SelectedCloseStatus

string

Identifies the closed status selected by a mobile worker when closing the work order.

Valid values are:

4097 - Closed / Incomplete
4096 - Closed / Complete

Status

title	5.0.0

SelectedCloseReason

string

If the property SelectedCloseStatus is set to 4097(Incomplete), then it will contain a Work Order Closed-Incomplete Reasons No Follow Up Required system category value.

If the property SelectedCloseStatus is set to 4096(Complete), then it will contain a Work Order Closed Complete Reasons system category value.

Notes:

The closed-incomplete selection will only be visible if the Work Order Closed-Incomplete Reasons No Follow Up Required system category has been configured

The closed-complete selection will only be visible if the Work Order Closed Complete Reasons system category has been configured

Status

title	5.0.0

ServiceContracts

collection

The service contracts collection contains one or more optional service contract information that were applied at the end of the work order.

Property

Type

Description

AssetNum

string

This property identifies asset associated with the service contract

AuthorizationNum

string

This optional property identifies work authorization number provided by service contract administrator

AuthorizationLimit

number

This optional property indicates authorized amount limit provided by service contract administrator

Status

title	4.16.0

BillToAccountNum

string

This properly identifies the party who is responsible for paying for the service.

ContractID

string

This property uniquely identifies the service contract.

ContractProvider

string

This property identifies the name of service contract administrator.

CoverageEndDate

datetime

Identifies the coverage end date and time, in UTC format, for the service contract.

Status

title	4.16.0

CoverageStartDate

datetime

Identifies the coverage start date and time, in UTC format, for the service contract.

Status

title	4.16.0

RefNum

string

Identifies a unique reference number for the service contract

Status

title	4.16.0

Status

title	3.18.1

ServiceProvider

object

Identifies service provider information for a work order originating from ServiceOperations.

Property	Type	Description
NetworkAccountNum	string	This property uniquely identifies service provider in a network

Status

title	3.45.0

ShowPrice

boolean

Identifies if pricing should be displayed on the work order.

Valid value are:

true - Prices will be displayed. This is the default value if this property is not specified.
false - Prices will not be displayed on the work order.

Signatures

collection

The signatures collection contains one or more optional signatures that were digitally captured on the device at the end of the work order.

Property

Type

Description

Image

blob

Base64 encoded value of the signature.

ImageFmt

string

Identifies the type of encoding used for the signature.

Valid values are:

png
jpeg

Name

string

Optional name of the person who digitally signed the work order.

Surveys collection Surveys will be implemented in a future release.

Tasks

collection

An optional collection of Task Objects to be completed by the mobile worker for the work order. Tasks can be marked as required, in which case the mobile worker will not be able to close the work order unless all required tasks have been marked completed. Tasks can optionally track time and duration.

Taxes

object

The property contains tax related information by work order type. Within the tax object there is a collection of line item type to tax rate mappings. The mobile application will use this collection to determine the tax rate for each line item. If the work order contains a line item type not listed in the tax collection, then it is assumed that no tax rate is required.

Notes:

If a new work order is added to the system without the Taxes property, the ESB will automatically lookup the correct tax rate based on zip code and add the correct values to the work order object.
OrderType with "*" value identifies default tax rates. The default tax rate object may appear at any position in the OrderTypes collection. Mobile application will apply default tax rates to the work order in case it is present.

Status

colour	Grey
title	3.11.0

TechCreated

boolean

Specifies if the mobile worker created the work order.

Valid values are:

false = Indicates that planner created the work order in the back office. This is the default value if this property is not specified.
true = The mobile worker created the work order from the mobile application.

Status

title	3.33.0

TechNotes

collection

The Notes object contains an optional collection of notes associated with the work order. These can be recorded by a mobile worker.

Notes are internal and not meant to be displayed to the Customer
Notes are not included on any estimate or invoice. Use Remarks for free form text to be provided to the Customer.

Status

colour	Grey
title	3.

18.

3

TimeConstraints

array

Specifies

Status

title	3.33.0

TechNotescollection

The Notes object contains an optional collection of notes associated with the work order. These can be recorded by a mobile worker.

Notes are internal and not meant to be displayed to the Customer
Notes are not included on any estimate or invoice. Use Remarks for free form text to be provided to the Customer.

Status

colour	Grey
title	3.18.3

TimeConstraints

array

Specifies zero or more TimeConstraint objects. Time constraints informs the mobile worker when the customer is available or not available.

Status

colour	Grey
title	3.16.0

TitlestringOptional title for the work order.TotalsobjectThis object represents totals for

zero or more TimeConstraint objects. Time constraints informs the mobile worker when the customer is available or not available.

Status

colour	Grey
title	3.16.0

TitlestringOptional title for the work order.Totalsobject

This object represents totals for the work order.

Property

Type

Description

ConcessionsTotal

number

The concession amount applied to the work order.

CreditTotal

number

This property represents credit applied to the work order.

DepositTotal

number

This property represents total deposit amount collected for the work order.

DiscountTotal

number

The discount amount applied to the work order.

LineItemTotal

number

This property represents line items total for the work order.

ReturnTotal

number

This property represents returns total for the work order.

GrandTotal

number

This property represents the sum of various group level totals for the work order.

TaxTotal

number

The tax amount collected for the work order.

TaxByType

object

This object represents tax rates applied to the specific product type and optional sub-type.

Property	Type	Description
${ProdType[.SubType]}	number	This property define the tax rate for the specific product type and optional sub-type. For example, a value of 6.0 would mean a tax rate of 6%.

UnableToCollectcollection

This collection contains details of payments that have not yet been able to be collected in relation to the work order.

Property	Type	Description

ConcessionsTotal

Amount

numberThe concession amount applied to the work order

decimal

Amount due.

CreditTotalUnableToCollectcollection

This collection contains details of payments that have not yet been able to be collected in relation to the work order.

Property	Type	Description
Amount	decimal	Amount due.
AuthorizationNum	string	Authorization Number provided by the back-office.

Statustitle3.41

AuthorizationNum

numberThis property represents credit applied to the work order.

DepositTotal

numberThis property represents total deposit amount collected for the work order.

DiscountTotal

numberThe discount amount applied to the work order.

LineItemTotal

numberThis property represents line items total for the work order.

ReturnTotal

numberThis property represents returns total for the work order.

GrandTotal

numberThis property represents the sum of various group level totals for the work order.

TaxTotal

numberThe tax amount collected for the work order.TaxByTypeobject

This object represents tax rates applied to the specific product type and optional sub-type.

Property	Type	Description
${ProdType[.SubType]}	number	This property define the tax rate for the specific product type and optional sub-type. For example, a value of 6.0 would mean a tax rate of 6%.

string

Authorization Number provided by the back-office.

Status

title	3.41.0

UserAdjustedEndUTCdatetime

The ending date and time, in UTC format, as recorded by the mobile worker. This value may be different from the ActualEndDate property if the application configuration (WorkOrder.editStartEndTimeEnabled = true) allows the mobile worker to edit work order date and time

Status

title	4.16.0

UserAdjustedStartUTCdatetime

The starting date and time, in UTC format, as recorded by the mobile worker. This value may be different from the ActualStartDate property if the application configuration (WorkOrder.editStartEndTimeEnabled = true) allows the mobile worker to edit work order date and time.

Status

title	4.16.0

UserAdjustedTravelEndUTCdatetime

The ending travel date and time, in UTC format, as recorded by the mobile worker. This value may be different from the ActualTravelEndDate property if the application configuration (WorkOrder.editStartEndTimeEnabled = true) allows the mobile worker to edit work order travel date and time

Status

title	4.16.0

UserAdjustedTravelStartUTCdatetime

The starting travel date and time, in UTC format, as recorded by the mobile worker. This value may be different from the ActualTravelEndDate property if the application configuration (WorkOrder.editStartEndTimeEnabled = true) allows the mobile worker to edit work order travel date and time

Status

title	4.16.0

UserNamestringThis property identifies the ID of the mobile worker that has been assigned to the work order.Videoscollection

This collection contains details about videos that were captured during the work order process. Note, this collection does not contain the actual video but rather meta data about the video. The videos can be accessed either by the URL property or the

REST Standard REST APIs

Work Order Videos REST API.

Property	Type	Description
Date	datetime	The UTC date and time when the video was captured.
ID	string	The ID of the video. The ID is unique only to this work order.
Note	string	Optional note associated with the video.

This property is currently not implement by the mobile application.
URL	string	A URL that can be used to directly access the video.

Status

title	3.40.0

Warrantycollection

This collection contains discounts to be applied when the work order is under warranty as identified by the Rules.InWarranty property. Warranty discounts are specified by product type and optionally sub-type. Discounts are only applied to the product types specified.

Property Type Description

ID

string

Optional property.

This property uniquely identifies the Warranty object.

Status

title	3.19.1

Desc string Contains a human readable description of the discount.

ProdTypes object Contains one or more objects each describing the discount for the specific product type and/or sub-type

${ProdType[.SubType]}

string

Specifies the product type and optional sub-type.

The application will look for warranty discounts in the following order:

Look for a product type and sub-type match
Look for a product type match

If no match is found, then no warranty specific discount will be applied.

IsApplied

boolean

Specifies if the discount can be applied.

Valid values are:

true = Discount will be applied
false = Discount will not be applied

If this property is not specified then the default value is true

Percentage

decimal

The discount percentage to be applied to all products in the identified product type when the work order is under warranty.

Delete

boolean

Optional property.

This property is used during a PATCH request to remove specific items. This property will never be returned during a GET request.

Status

title	3.19.1

Status

title	3.13.0

WarrantyReasonCodestring
If the Rules.InWarranty property is true, then this optional property contains the reason code of why the work order should be considered in-warranty work order. The mobile application can use the list of codes and descriptions provided by the
REST System Categories
Work Order In-Warranty Selection Reason Codes system category.
Status
title 3.40.0

Version	Old Version 41	New Version Current
Changes made by	Mickey Bushman	Jason Andrew
Saved on	Apr 11, 2022	Oct 18, 2024

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Key

Work Order Object Formats

Work Order Object Properties