Work order is the statement of work that is initiated by the Customer Service Representative (CSR) to the technician for resolving a problem reported by the customer. The work orders are generated, if a CSR recognizes a need for a technician to visit the customer premises or fault location to fix the problem.
The work order generated carries the information of the task assigned to the technician, ticket number, task number, expected time to fix the problem. Multiple tasks can be created within a work order.
If assigned and scheduled work orders are not completed on time, it delays closure of the complaints. In such case, those complaints are escalated to higher levels in the chain of authority to take corrective actions.
Complaint escalation generally depends on the work order status and time designated to complete the work order.