# From Service Request to Completed Work Order

**URL:** <https://forum.cybermetrics.com/t/from-service-request-to-completed-work-order/111>\
**Category:** Faciliworks 8i\
**Created:** [January 29, 2026, 5:16pm UTC](https://forum.cybermetrics.com/t/from-service-request-to-completed-work-order/111 "2026-01-29T17:16:05Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![aavila](https://avatars.discourse-cdn.com/v4/letter/a/a6a055/32.png) [@aavila](https://forum.cybermetrics.com/u/aavila)\
**Post date:** [January 29, 2026, 5:16pm UTC](https://forum.cybermetrics.com/t/from-service-request-to-completed-work-order/111/1 "2026-01-29T17:16:05Z")

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FaciliWorks 8i gives organizations **multiple paths** from a Service Request (SR) to a Work Order (WO), so teams can match the system to how maintenance actually operates.

* * *

**Step 1: Service Request (SR) Is Created**

Service Requests can be submitted by:

- Maintenance users with module rights

- Non-maintenance staff using the optional **Service Request module**

Once submitted:

- The request is **immediately in the system**

- No emails, phone calls, or sticky notes

- Status is visible to both requestors and maintenance

Typical SR data includes:

- Issue description (Problem)

- Location or asset (if known)

- Priority

- Comments or attachments (if enabled)

* * *

**Step 2: Review, Approval, or Direct Action**

This is where FaciliWorks 8i becomes flexible.

**Option A: Two-Step Process (SR → Approval → WO)**

If approvals are enabled:

- Maintenance reviews the SR

- Comments entered here carry forward to the WO

- If no comments exist, the **problem description transfers automatically**

- SR is approved, then converted to a WO

Best for:

- Regulated environments

- Budget or safety oversight

- Centralized planning

* * *

**Option B: Create a Work Order _Directly from the SR Page_**

**If enabled** , users can:

- Create a Work Order directly from the Service Request page

- **Bypass the two-step approval process**

- **Bypass converting the SR via the Edit SR menu**

This means:

- SR → WO in one action

- No additional navigation

- No approval bottleneck

Best for:

- Fast-response teams

- Emergency or reactive maintenance

- Lean maintenance operations

The Service Request still remains linked—only the _path_ changes.

* * *

**Step 3: Edit the Service Request (If Needed)**

Before conversion (or direct WO creation), maintenance can:

- Assign or correct the asset

- Assign a task (repair or PM-related)

- Adjust priority

- Cancel duplicate or invalid requests

This ensures the Work Order starts with clean, usable data.

* * *

**Step 4: Work Order Is Created**

Regardless of the path:

- The Work Order becomes the **execution record**

- The Service Request remains linked as the origin

- Status tracking stays intact

Key distinction:

The SR explains _why_ the work exists.  
The WO records _how_ the work was done.

* * *

**Step 5: Execute the Work Order**

Technicians can now:

- Perform the work

- Log labor time

- Record parts usage

- Add completion notes

- Attach photos or documents through Attachments

This is where accurate history is built.

* * *

**Step 6: Complete the Work Order**

When the WO is completed:

- The WO is closed

- The linked SR is automatically resolved

- Records are preserved for reporting, audits, and KPIs

Now you can measure:

- Response time

- Labor and material costs

- On-time completion

- Repeat failures

* * *

**Why FaciliWorks Separates SRs and WOs**

This design:

- Eliminates “lost” requests

- Supports both controlled and fast-response workflows

- Preserves accountability without slowing work

- Gives management clean data without burdening technicians

You’re not forced into one workflow—you configure the one you need.

* * *

- Do you allow direct WO creation from SRs?

- When does a two-step approval actually add value?

- Where do SRs slow your team down today?

- What data do you wish requestors always included?

Drop your workflow below—every facility runs differently, and that’s the point