Capture work order resolution details


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users, automatically - Feb 2021 Apr 2021

Business value

It's critical for organizations to be able to report on how work orders are resolved for different reasons, including traceability or chargeability. This increases customer visibility into how work is resolved and provides data for the system to begin providing meaningful resolution suggestions.

Feature details

Work order resolution allows organizations to track how customer issues are actively resolved at the work order and work order incident level by capturing details on how an issue is resolved. Each work order and work order incident represents a scope of work that could have a number of resolution actions, paving the way for future analytics and insights so that field service managers can better understand customer work orders and incident trends.


This feature is available in Unified Interface only.