The Work Order Lifecycle at a Glance
Open → In Progress → Complete → Finalized
Open
The work order has been created. No work has started yet.
Parts and services can be freely added or removed.
Estimates can be created and sent to the customer for approval.
Technicians can be assigned.
In Progress
Work has started. The clock is running.
Technicians can clock in and out.
Parts and labor can still be added or modified.
The customer can still approve or reject services if sent an estimate.
Complete
All work on this service is done. This does not mean the invoice is finalized — it just means the work itself is finished.
The service is now eligible to be included in a finalized invoice.
You can still review and adjust parts and charges before finalizing.
Use Complete All at the bottom of the Service Order to mark all services complete at once.
Finalized
The invoice is locked. Billing is complete.
No edits to parts, labor, or pricing are possible after finalization.
The invoice can be printed, emailed, or sent to QuickBooks.
Payment can be collected from the Finalized invoice.
⚠️ Important: Finalization is permanent. Double-check all parts, labor hours, rates, and charges before clicking Finalize. If you need to make a change after finalizing, contact support.
How to Move Through the Stages
Add all parts and services to the work order.
Assign a technician and let them clock in/out as work progresses.
When all work is done, mark each service Complete — or use Complete All.
Review the invoice: check parts, labor rates, any discounts or fees.
Click Finalize to lock the invoice and move to payment.
Frequently Asked Questions
Q: Can I edit a finalized invoice?
A: No. Once finalized, the invoice is locked. Contact support if you need to reverse a finalization — this should be a last resort. (Only those with permissions enabled, can unlock a finalized invoice, but this is not recommended)
Q: Why is my Finalize button greyed out?
A: Two common causes: (1) not all services are marked Complete — use Complete All to fix this, or (2) a Price Matrix that was assigned to parts on this invoice has been deleted. See the related article for full troubleshooting steps.
Q: What's the difference between Completed and Finalized?
A: Completed means the work is done. Finalized means the invoice is locked for billing. A service must be Complete before the invoice can be Finalized — but Complete alone does not lock anything.
Q: Can I reopen a completed service?
A: Yes — as long as the invoice hasn't been finalized yet. Once finalized, the service cannot be reopened without contacting support. (Only those with permissions enabled, can unlock a finalized invoice, but this is not recommended)