What is the difference between tickets and work orders in CMMS 10?
Tickets are used to report issues, while work orders are used by the maintenance team to plan and carry out maintenance actions. Tickets can lead to one or more work orders depending on what needs to be done.
When to use this
Use this guide when you need to understand the difference between a ticket and a work order, and when to use each one in CMMS 10.
Tickets
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Can be submitted by anyone in the company.
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Often used to report a problem or observation, such as a machine malfunction or abnormal behaviour.
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The maintenance team reviews the ticket and decides what action is needed.
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If several tickets describe the same issue, they can all be linked together.
Work orders
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Created and managed by the maintenance team.
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Used when a ticket requires planned and structured work.
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Includes details such as tasks, materials, scheduling, responsible technicians, and follow-up.
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A work order is the actionable step that moves the issue from reporting to execution.
In short:
- A ticket reports a problem.
- A work order is the planned maintenance action to solve it.