Work-Order Lifecycle and Status Mapping
Every CMMS provider uses its own status values and transition rules. FactVerse CMMS Operations uses a common lifecycle so operators can review work orders across providers, sites, and service lines without losing the original provider status.
Use this guide before enabling dashboards, AI Agent summaries, dispatch workflows, or write-back.
Mapping Flow
Prerequisites
| Requirement | Why it matters |
|---|---|
| Provider status list | Each source system must provide all active, closed, canceled, and exception states |
| Transition meaning | The team must know the operating meaning behind each provider status label |
| Sample records | Real examples are needed for edge cases such as blocked, canceled, reopened, and partially completed work |
| SLA rules | Response target and completion target often depend on priority, category, site, and provider |
| Field ownership | The customer must decide which system owns status updates |
| Review owner | A maintenance or operations owner must approve the mapping before rollout |
Source Data Inputs
| Input | Use |
|---|---|
| Source status code and label | Preserves provider vocabulary and audit trace |
| Source priority and severity | Supports normalized priority and SLA review |
| Status transition history | Shows how each work order moved through provider workflow |
| Assignment and owner fields | Separates provider ownership from local execution responsibility |
| Due dates and SLA fields | Supports overdue, breach, and response-time reporting |
| Closeout fields | Captures resolution, root cause, action taken, and verification |
| Exception fields | Records hold reason, cancellation reason, reopen reason, or sync error |
Common Lifecycle
| Common status | Meaning | Typical source examples |
|---|---|---|
| Requested | A request, issue, alert, or recommendation needs review | New, Submitted, Created, Open |
| Triaged | The team has reviewed scope, asset, priority, and duplicate risk | Reviewed, Accepted, Validated |
| Approved | The work should proceed under the site process | Approved, Authorized, Released |
| Assigned | A team, technician, contractor, or provider owns the next action | Assigned, Dispatched, Scheduled |
| In progress | Execution has started | Started, On Site, Work In Progress |
| Blocked | Execution is waiting for access, part, approval, safety, or provider action | On Hold, Waiting Parts, Pending Approval |
| Completed | Field execution is complete and closeout needs review | Resolved, Work Complete, Completed |
| Closed | Closeout, evidence, and synchronization state have been recorded | Closed, Verified, Archived |
| Canceled | The work is stopped by a source decision or duplicate resolution | Canceled, Rejected, Void |
| Reopened | A completed or closed item needs follow-up work | Reopened, Returned, Follow-up Required |
Priority Mapping
Normalize priority without hiding the source value:
| Common priority | Typical meaning |
|---|---|
| Critical | Safety, production continuity, compliance, or major service impact |
| High | Urgent operational risk or near-term SLA impact |
| Medium | Planned maintenance or moderate operational impact |
| Low | Routine work, minor issue, or backlog item |
| Informational | Record, observation, or advisory with no immediate dispatch need |
Keep source_priority visible in operator views and exported evidence so provider teams can communicate using their native vocabulary.
SLA Mapping
| Field | Purpose |
|---|---|
response_due_at | Target time for review, acknowledgement, or dispatch |
completion_due_at | Target time for completing the work |
breach_state | On track, at risk, breached, waived, or excluded |
sla_source | Provider rule, contract rule, site rule, or manual override |
sla_exception_reason | Access restriction, waiting part, safety hold, customer hold, or provider exception |
SLA logic should be validated with the customer using real work orders from several sites and providers.
Configure the Mapping
- Export recent and historical work orders from each provider.
- List all status values, priorities, hold reasons, cancellation reasons, and closeout codes.
- Group provider statuses by operational meaning.
- Map each value to a common lifecycle state.
- Identify statuses that need operator review because the meaning changes by service line.
- Map priority and SLA fields separately from status.
- Validate the mapping with open, blocked, completed, closed, canceled, and reopened examples.
- Publish the mapping with an owner, effective date, and review cadence.
Synchronization Rules
| Rule | Recommended behavior |
|---|---|
| Unknown status | Keep the source value visible and route the record to review |
| Provider status changes after import | Update common status and keep transition history |
| FactVerse handoff creates a provider record | Store both the FactVerse draft ID and provider work-order ID |
| Write-back fails | Keep the attempted update in sync history with retry and owner visibility |
| Closed work order reopens | Preserve the closed record and show the reopened lifecycle state |
| Duplicate resolution | Keep duplicate links and cancellation reason visible |
Expected Output
The mapping package should include:
- provider status table;
- common lifecycle mapping;
- priority mapping;
- SLA mapping;
- exception and hold reason mapping;
- sample records used for validation;
- owner and review cadence;
- sync behavior for read-only, handoff, and write-back modes.
Validation Checklist
- Every active provider status has a common lifecycle mapping.
- Source status remains visible in unified views.
- Canceled, blocked, reopened, and duplicate states are tested.
- SLA breach calculations match customer expectations.
- Write-back transitions are approved by the customer before use.
- Unknown status values route to a visible review process.
Troubleshooting
| Symptom | Check |
|---|---|
| Too many work orders show as Requested | Provider triage and assignment statuses may be unmapped |
| Completed work appears open | Completion and closeout states may be separated in the provider system |
| Reopened work loses history | Transition history and prior closeout fields may not be imported |
| SLA reports disagree with provider | Timezone, pause rules, exception reasons, and source SLA fields |
| AI Agent summaries conflict with dashboard | Dataset freshness, status mapping version, and source status visibility |