====== My Work Order ======

When an agent has unfinished work order, when they login, system will open "My Work Order" page.

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You can also open the page from the menu

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===== Categories =====

There four categories in "My Work Order"

  * **My Work Order**: all work orders assigned to the agent
  * **My Created**: all work orders created by the agent
  * **Group WorkOrder**: only for group admin, all work orders belongs to the group
  * **Group Created**: only for group admin, all work orders created by the group

There are three tags under each category
  * **New**
  * **Recently Fixed**
  * **History Fixed**: all work orders which exceed a time (3 days by default, could be modified in System -> Settings) will be moved from recently fixed to history fixed

Columns:

  * **Serial Number:**# +Work Order Template ID+Work Order ID
  * **Status**: 
    * **New**
    * **Pending**
    * **Done**
  * **Node Status**:
    * **New** not assigned or agent doesn't start yet
    * **pending** agent is working on it
    * **return** work order is returned by next node or not denied by group admin
    * **verify** waiting for verify by group admin

Double click the work order, check detail. **Edit Limit** in [[en:module_manual:work_order:work_order]] decide if the agent has edit access. If the status is done, no body could change anymore.
===== Assign =====

Group admin is able to assign or re-assign work orders

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Select the work order you want to assign

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Click [Assign] button

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<note important>You can't assign work orders together when they are not in same group</note>

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select an agent, assign the work orders you selected


<note tip>
Why there're no check boxes for some work orders?

If it's configured auto flow in the work order, and it's waiting for assign by system, group admin is able to re-assign when it's finish
</note>
===== Work Order Detail =====

Double click in work order list, you can see all the information of the work order.

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First you will see work order information and customer information, double click the **bold text** to edit, grey text means read-only

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short cut tools bar will stay at the bottom, you can use click-to-call, sms, email, fax, or click the shut cut so it show you the right messages

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The description when the work order is created, read-only

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It will list all attachment of the work order, click [upload] to upload new file

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History shows all note of the work order

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Here you can read contact history and purchase history (need e-commerce module)

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When agent edit a work order, besides the customization fields, he also need to put reply and change node status (node status is only editable by current owner and group admin)

For node status,  we have "pending", "done","return to node","return to group","verified","denied"

  * if agent doesn't finish, please leave it as "pending"
  * if agent finish the work order, please select "done", if there's no verify required then
    * work order goes to next group (auto flow)
    * agent is asked to select a group or finish the work order

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  * When the work order requires verify, nobody could change it unless group admin approve or deny
  * When group admin deny the work order, the node status will change, and the agent have to continue work on it

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  * When it's the last node, when group admin approve, the whole work order will finish

  * Depends on Edit Limit, if you don't have the access, you can only reply (status will be hiden)

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