Technician Guide
Status & Communication Reference
Clear definitions for statuses, when to use them, and how customers are notified.
1 min read
Updated Dec 17, 2025
Use consistent statuses and short notes to keep everyone aligned. This reference explains each status and the expected communication.
Status Definitions#
| Status | Purpose | Typical Next Step | Notifies Customer |
|---|---|---|---|
| Draft | Intake not finished | Add missing details | No |
| Scheduled | Visit planned | Perform work | Yes (visit details) |
| New | Ready to start | Claim and begin | Optional |
| In Progress | Work underway | Log labour/parts, add notes | Optional |
| Awaiting Parts | Waiting on components | Update ETA, receive parts | Yes |
| With Manufacturer | RMA or external repair | Record RMA and tracking | Yes |
| Ready for Return | Work complete, pending pickup/delivery | Arrange return | Yes |
| Completed | All done | Archive | Yes |
| Cancelled | No action needed | — | Yes |
Notes Guidelines#
- Keep it short, factual, and friendly.
- One note per event (status change, recommendation, parts update).
- Mark public for customer-facing updates; keep internal details in private notes.