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Approve or reject a work order

Approve or reject a work order

When a work order is assigned to you for approval, review it to determine if the work is required. You can also request more information for the work order before you decide what to do with it. Work order approvals are mandatory only when Field Service Management is configured to request them.

Before you begin

Role required: wm_approver_user or admin

About this task

Approvals are required only when Approval for new request required is enabled in the configuration of Field Service Management. You can view all the work orders awaiting your approval from the Field Service > Work Order > My Approval module. If you do not see this module, Approval for new request required is disabled and you do not need to complete this task.

Procedure

  1. Navigate to Field Service > Work Order > My Approval, and click a work order that is in the Requested state.
  2. Review the work order, and then process it with one of the following options.
    OptionDescription
    Approve the work order

    Click Approve.

    The work order is then moved to the next state. Depending on the configuration of Field Service Management, it is moved to the qualification or dispatching state. In the next state, other users with appropriate roles for the state will process the work order.

    Reject the work order
    1. From the State list, select Rejected.
    2. In the Comment field, explain why this work order is rejected.
    3. Click Update.

    The work order is then closed.

    Cancel the work order because it is no longer required
    1. From the State list, select No Longer Required.
    2. Click Update.

    The work order is then closed.

    Request more information about the work order
    1. From the State list, select More Information Required.
    2. In the Comment field, ask for the information that you need.
    3. Click Update.

    The work order reverts back to the Draft state and the following work note is added to the order: The order needs more information for further approval.

    Close the work order because it duplicates another work order
    1. From the State list, select Duplicate.
    2. Click Update.

    The order is moved to the Cancelled state and the following work note is added to the order: The order already exists.