Before we jump in, some key notes:
Work orders in Awaiting Accept must be accepted before work begins.
Acceptance can be manual or automatic.
Declining requires a reason and another assignee.
Reopened work orders return to an active workflow.
Accepting a Work Order
When a work order is assigned to a user and requires confirmation, it enters the Awaiting Accept status.
How to Accept a Work Order
You can accept a work order from:
The Accept banner displayed at the top of the work order page.
The Accept on behalf option (available to authorized users)
Click Accept to confirm that you are taking responsibility for the work order.
What Happens after accepting a Work Order?
The user accepted becomes the accepted assignee (Owner) of the work order.
The user may be prompted to move the status forward, for example to In Progress.
The work order is now ready to be actively worked on.
Auto-accept
In some cases, a work order is accepted automatically, without explicitly clicking Accept.
Auto-accept occurs when a user changes the work order status from Awaiting Accept to another status (such as In Progress)
What Happens?
The system automatically accepts the work order on behalf of the user.
The user becomes the accepted assignee.
A confirmation message (toast) appears to indicate that the work order was accepted automatically
This helps keep workflows smooth without requiring an extra acceptance step.
Declining a Work Order
If you are assigned to a work order that is in Awaiting Accept, you may choose to decline it.
The Decline action is available from:
The work order banner.
The actions (⋯) menu.
Decline Requirements: (If these conditions are not met, the decline action will not be available)
You must enter a decline reason.
The work order must have at least one additional assignee.
What Happens After Declining
You may be removed as an assignee (depending on configuration).
The work order remains unaccepted and the decline reason is saved on the work order
Other assignees or managers can accept or reassign the work order.
Decline a Work Order:
Decline a Work Order on behalf:
Reopening a Completed or Canceled
You can reopen a work order if:
Additional work is needed.
The work was completed or canceled by mistake.
Reopening a work order returns it to an active state and automatically accepts it, assigning it to the user who reopened it. No additional acceptance action is required.