Work order status and process rules

Overview

Several fields describe a work order's status. Business state, process status, current stage, and stage execution records are separate concepts. Before troubleshooting or reporting, determine whether you need the business state or the current process stage.

Status fields

Dimension	Field	Maintenance	Question answered
Business state	cases_state	Application stages or post-process actions can change it	What is the work order's current business state?
State log	cases_state_log	System-populated	How did the work order state change?
Current stage	field_workflowProgressName__c	System-populated	What is the current process stage?
Stage start time	field_currentTaskStartTime__c	System-populated	When did the current stage start?
Business process status	field_workflowStatus__c	System-maintained	Is the process in progress, completed, or terminated?
External process stage	field_workflowPartnerProgressName__c	Configuration-dependent	Which stage has the external provider process reached?
External process status	field_workflowPartnerStatus__c	Configuration-dependent	Is the external process complete or terminated?
Check-in execution status	Check-in record status	Written during check-in or SOP execution	Is a specific field check-in complete?

Process rules

Work order state

Your process configuration determines cases_state options and their stage relationships. Stage actions or post-process actions can change the state. Do not assume one fixed state set applies to every organization.

Business process status

The system maintains field_workflowStatus__c. The source documentation defines these values:

• In Progress: The business process is still running.
• Completed: The business process is complete.
• Terminated: The process has been terminated.

A Completed process status does not imply a fixed cases_state value. The configured post-process action determines the final business state.

Current stage and assignee

• field_workflowProgressName__c stores the current business process stage name.
• field_currentTaskStartTime__c stores its start time for duration analysis.
• field_downstreamDealedUser__c stores the current assignee for an external enterprise process.
• Dispatch, group, and provider stages populate additional assignment fields. See Dispatch-related fields.

Verify field operations and status

Check-in records have their own status values, such as Completed, In Progress, Not Completed, and Other. Their action values include check-in, check-out, and check-in only. These values do not represent the work order's business or process status.

To investigate an engineer who arrived while the work order remains incomplete:

1. Check field_workflowStatus__c and field_workflowProgressName__c.
2. Review the current stage's completion criteria and post-process actions.
3. Confirm the check-in record and review its status and action.
4. Verify how process actions update cases_state and whether cases_state_log contains a corresponding entry.

Limitations

• Different rules can maintain the work order state and process status. Do not substitute one for the other.
• Stage names, completion actions, state values, and automatic completion criteria are configurable.
• External provider process fields are meaningful only when the relevant external process is enabled.
• A completed check-in does not complete the work order unless the process defines that relationship.

Related topics

• Work order objects and fields
• Dispatch-related fields
• Field operation objects