The quality of a field visit is decided before the engineer leaves home. A vague ticket (“check the switch in the comms room”) produces a vague visit, a second trip and an unhappy client. A clear work order gets the job done once. Below is a template you can copy into your ticketing system, followed by notes on each section.
The template
WORK ORDER Reference: [ticket / PO number] Client / end user: [name, and whether the visit is white-label] Date and time window: [date, start-end, in the SITE'S local time] SITE Address: [full address, building, floor, room] Rack / location: [rack ID, U position, desk number] Site contact: [name, mobile, email] Access: [ID needed, induction, escort, permit, ref number] SCOPE Summary: [one sentence: what needs doing] Steps: [numbered steps, one action each] Out of scope: [anything the engineer must NOT do] Definition of done: [e.g. link up, device reachable, user confirmed] EQUIPMENT Parts on site: [part, serial, where it is stored] Tools / kit needed: [laptop, console cable, optics, labels] Returns: [failed part handling, RMA label, courier] CONTACTS AND ESCALATION Remote engineer: [name, phone, available hours] Escalation: [who to call if the brief does not match reality] REPORTING Required: [photos before/after, serials in/out, notes] Sign-off: [who signs off, by what method]
What makes a good work order
Times in the site’s local time
When engineers work across countries, a slot written in the wrong time zone is the most common way to waste a visit. State the local time explicitly. Our guide to international IT field services covers time zones, access and customs in more detail.
One action per step
“Replace PSU 2 in server SRV-04, rack B12 U20-21” is a step. “Sort out the server” is not. Numbered steps let the engineer confirm progress and let your remote team follow along.
A clear definition of done
Say exactly what proves the job is complete: a green link light, a device reachable from your monitoring, a user confirming they can print. Without this, visits end when the engineer thinks they are finished, not when you do.
Access confirmed before dispatch
Data centres and corporate buildings usually need names on an access list in advance. Confirm the engineer is registered and the parts have arrived before booking travel.
Photos labelled and annotated
Include photos or rack diagrams with the device circled. It removes guesswork in rooms full of identical boxes.
What not to touch
An “out of scope” line protects everyone. If the engineer finds another problem, they should report it rather than fix it without approval.
Use it for every type of job
The same structure works for break-fix, IMAC, rack and stack and site surveys. Only the steps and definition of done change.
Simplify Networks works to clients’ own runbooks and work orders, and returns a consistent report with photos for every visit, whether in London or overseas. MSPs can send jobs under their own brand through our white-label field services.
Have a job ready to dispatch?
Send us your work order, or the details and we will turn them into one, and we will put the right engineer on site.