Work order management
A maintenance request becomes a ticket, which moves through several statuses until it is closed. Every transition is recorded, and this history is what feeds the dashboards.
Work order life cycle
A work order follows a structured process, from the initial report to final validation.
Ticket statuses
| Status | Meaning |
|---|---|
| Qualified | The request has been reviewed and can move forward. |
| Scheduled | The work order has a date and a technician. |
| Synchronized | The scheduled work order has been synchronized with the field. |
| In progress | The technician has started the work and has not finished it yet. |
| Completed | The technician has finished the work; the work order is awaiting validation. |
| Closed | The ticket has been validated and closed. |
A completed work order marks the end of the technician's work. Closure is a separate step that validates the ticket. Dashboards count these two moments separately.
Cancellation
A ticket can be cancelled. Two cases are distinguished:
- Cancelled before it was started: no work was carried out. If the ticket had been assigned to a technician, it appears as "not carried out" in their dashboard.
- Cancelled after it was started: the work did take place and is still counted as work carried out.
What is recorded during the work
Each work order is linked to a piece of equipment and to a technician. During the work, MatxFlow keeps:
- the answers to the work order form: findings, measurements, photos, documents, signature;
- when the work started, paused, resumed and ended;
- the consumables used and their quantities;
- where applicable, the equipment downtime and its return to service.
Working time, break time and elapsed time
A break only counts as such if the work order was formally paused. Three durations are therefore distinguished:
- Working time: time actually spent working;
- Break time: duration of the recorded breaks;
- Elapsed time: total duration from start to finish, breaks included.
For example, a work order started at 10:00, paused from 10:10 to 10:25 and completed at 10:35 counts 20 minutes of working time, 15 minutes of break time and 35 minutes of elapsed time.