docs/8.0/ayanova/docs/svc-work-order-status.md

@@ -6,6 +6,7 @@ The work order status is a powerful feature that can be used for multiple purpos
 - for a business process control system when work needs to proceed through controlled stages step by step
 - notification system to alert interested parties when a work order has reached a certain state
 - a way to close and lock down a work order when all work has been completed
+- following up with Customers after a set time period when service was completed to ensure they are happy
 
 A work order status is completely separate from a [Quote status](svc-quote-status.md) or [Work order item status](svc-work-order-item-status.md).
 
@@ -79,7 +80,9 @@ We **strongly recommend** that work orders be set to a completed status once wor
 
 Even if you do not need to use the features enabled by this right away, you don't want to be in a situation later where it's required but there are thousands of old work orders that need to be edited because they were never completed.
 
-This is an important designation because it enables multiple work order related [notifications](home-notify-subscriptions.md) such as:
+Completed status is an important designation because it enables multiple work order features such as
+
+##### [Notifications](home-notify-subscriptions.md):
 
 - Work order completed status overdue
 - Work order total exceeds threshold
@@ -87,13 +90,19 @@ This is an important designation because it enables multiple work order related
 
 All those notifications will be triggered when a work order is set to any status with _Is a completed status_ set to true. For this reason it's important to only set this flag if it truly represents the moment in time that the above notifications should be triggered or prevented from being triggered in the case of the completed status overdue notification.
 
+##### 3rd party integration
+
 In addition this status may be used to trigger other operations in AyaNova such as integration with 3rd party applications, accounting software integration, reporting filtering, business metrics calculations etc.
 
-We recommend that an _Is a completed status_ is also always set to a _Is a locking status_ locked status unless there is a very unique reason not to do so.
+##### Time to completion
+
+the Time to completion column is displayed in the work order data tables as an optional column and is set whenever a work order is set to a "Completed" status by subtracting the date and time the work order was initially created from the current date and time when the Completed status is saved. If a work order has a time to completion set but is changed to a status that is not a Completed type then it's time to completion is reset to empty. If a work order has an empty time to completion set and is changed to a status that _is_ a Completed type then it's time to completion is set.
 
 #### Is a locking status
 
-When checked indicates that the work order should be locked and not editable until the status is changed to an editable status. Nearly all _completed_ type status should also have this checked / true.
+When checked indicates that the work order should be locked and not editable until the status is changed to an editable status.
+
+We recommend that an _Is a completed status_ is also **always** set to a _Is a locking status_ locked status unless there is a very specific reason not to do so.
 
 This can be useful for multiple purposes: