What do the statuses on a work order mean?

Field Service uses two statuses simultaneously, and confusion about them is one of the most common causes of incorrect reporting. They are related, but describe different things.

System status — where the work order stands

The system status is shown on the work order itself and has six default values: Unscheduled, Scheduled, In Progress, Completed, Posted, and Canceled. A new work order starts as Unscheduled. Posted is the final status—and the one that triggers invoice generation.

Booking status — what the technician is working on

The order status is shown on the job itself and is updated by the technician in the mobile app: Scheduled, Traveling, In progress, Paused, Completed, and Canceled. These statuses are also color-coded on the scheduling board, allowing the planner to see the situation in real time.

They update each other — and track time

When the technician sets the order to Traveling, the work order automatically changes to In Progress. When the order is set to In Progress, the actual arrival time is entered. On Hold and Completed form the basis for calculating working time, travel time, and break time — and thus for billing. This is why it really matters that technicians update the status as they go, rather than waiting until the end of the day.

If a work order has multiple bookings, the work order's status depends on all of them. It is only set to Completed once all bookings have been completed or cancelled.