Create a work order to coordinate and schedule resources and activities

A work order in Dynamics 365 Field Service has information on what work needs to be done. It is used to coordinate and schedule resources and activities. It can be used for different types of work, such as installations, repairs, or preventive maintenance.

A work order is often created from a case or opportunity. It is then scheduled either manually or using the schedule assistant and then dispatched. Once the work is complete, it is reviewed and approved by a manager.

Note

For additional Field Service videos, see this full video playlist.

Note

Products, service tasks, and characteristics are added automatically when you create a work order from an incident. Otherwise you can add them manually when you create a work order.

Work order lifecycle

  • Work order creation: A work order is created, usually from a case or opportunity

  • Schedule: The work order is then scheduled.

  • Dispatch: The work order is dispatched.

  • Service: The work order is performed and details are updated.

  • Review/Approval: The work order is reviewed and approved by a supervisor.

  • Invoice and inventory adjustment: Inventory adjustments are made and an invoice is generated for the corresponding account.

    Work order lifecycle in Dynamics 365 field service.

Create Schedule Dispatch Service Review Invoice
What happens New work order is created.

Assigned incident, product, services, skills, territory, etc.
Work order schedule is created.

Resources assigned to the work order.

Date and time specified.
Field agent notified of work order.

Field agent may review and accept/decline the work order.
Work order is carried out.

Information about what is performed in the field is entered through the mobile app.
Supervisor verifies that all the work was done properly, and that all information regarding the work order is correct. Invoice is created based on products and services used.

Inventory adjustments are made.

Products converted into equipment (if applicable)
Who performs the task Agreement is automatically generated on a recurring basis.

Case: By customer support.

Sales order: By sales/scheduling.

Unplanned: By field agent or centralized scheduling.
Dispatcher

Field Agent

Dispatcher with help of scheduling assistant

Routing engine
Notification sent by system automatically to field agent, customer, and other parties. Note: Notifications need to set up in the system. Field agent Field supervisor/manager,

back-office accounting
Automatically sent by system
Work order status Open - unscheduled Open - scheduled Open - scheduled Open - unscheduled, then open-completed Open - completed then closed-posted Closed-posted
Work order schedule status N/A Scheduled Scheduled Scheduled

Accepted/Declined

Custom Status
Completed Completed

Create a work order

From the get started page

  1. As a Field Service administrator or system administrator in the Field Service app, go to the Get Started page.

Screenshot of the getting started page in Field Service.

  1. Select Create in the Create your work orders section.

  2. Fill in the basic information about the work order.

  3. In the form, add as many tasks, products, and services as needed.

  4. If you want to immediately schedule the work order, select Save & Book. Select Save & Close to only save the work order.

Screenshot of the new work order form triggered from the get started page in Field Service.

From the work order form and record list

Go to Field Service > Service > Work Orders > +New.

Screenshot of the active work orders list in Field Service.

At a minimum, enter information in the following required fields.

  • For Service Account, select an account from the list or create a new one.
  • For Work Order Type, select a work order type from the list or create a new one.
  • For System Status, select Open-Unscheduled.
  • For Price List, select a price list from list or create new one.
  • Set Taxable to No.

Screenshot of a work order in Field Service.

  • For Summary:

    • General: Fill in the basic information regarding the work order, such as the work order number and the service account it is associated with, a brief summary, and status, which can show whether the work order is unscheduled, scheduled, in progress, or finished.
    • Primary Incident: Enter more information regarding the nature of the work to be performed.
    • Total: Enter pricing information for the work order. This will show total pricing information for tasks, including products and services.
  • For Settings:

    • General: Specify the category the work order may fall into. Also, fill in important information regarding the location of the work order, price list, service territory, and more.
    • Sales tax: Sales tax can be added to the total amount of the work order based on work order details like service account, billing account, and work order type. The Taxable field will be set to yes if work order type is Taxable and the billing account is Not Tax Exempt. If the work order is taxable, a Sales Tax Code lookup field will display and inherit a value from the service account. It can also be updated manually.
    • Preferences: Enter the resource and time information for the work order.
    • Follow up: Shows instructions of how to proceed if desired, or whether the work order calls for a follow-up.
    • Related to: Specify if the work order is related to an originating work order or agreement.
    • Preferences: Specify any preferred time windows.
    • Source: Specify source information regarding the work order.
  • Address: The address where the work will be performed. The address should be inherited from the service account.

  • Location: Shows the address location on the map.

Then choose Save and close.

Add service tasks, products, or services to the work order

When the work order has been created and saved, you can then add any related tasks, products, or services to the work order.

  • Go to the Service Tasks section and select +Add Work Order Service Task record. Fill in your information. Use the handy tooltips as a guide. More information: Set up service task types

  • Go to the Products or Services section and select the + button. Fill in your information. Use the handy tooltips as a guide.More information: Create a product or service

    Note

    When you add a product, remember that if you want to reserve a product for the work order, set Allocated to Yes.

Consider using incident types to add more details and instructions to your work orders. For more information, see the article on configuring incident types.

Work order user interface settings

Open work order subgrids as popup dialog boxes

Configure work order subentities to pop out as dialog boxes and edit them without having to leave the work order form. This configuration helps dispatchers maintain context through navigation.

Screenshot of a popout work order product creation form.

From the Field Service app, go to Settings > Field Service Settings > Other section and set the Work Order Subgrid Records Open as Popups field to Yes.

Popup navigation will now be enabled when the following entities are selected from a work order.

  • Work order product
  • Work order service
  • Work order service task
  • Work order incident
  • Bookable resource booking
  • Time entry

Note

This feature is available in the Unified Interface only.

Show simplified work order commands

Note

The simplified work order commands are available as an early access feature in the 2021 wave 2.

In the Field Service 2021 wave 2 update (8.8.47+), the work order ribbon is simplified upon upgrade because a new Field Service setting called Show Simplified Work Order Commands is set to Yes by default.

Field Service settings, showing the "Show Simplified Work Order Commands" option.

When Show Simplified Work Order Commands is set to Yes, the work order form ribbon command is simplified and certain commands are reduced, as seen in the following screenshot.

Work order form, showing the simplified work order ribbon.

The setting also applies to the ribbon commands displayed in the list of active work orders.

List of active work orders in Field Service

This setting also applies when a record is selected from the work order list.

Work order list, with a work order selected.

Set Show Simplified Work Order Commands to No to show the full list of ribbon commands on the work order form, work order list, and when a record is selected on the work order list.

Work order commands with the "Show Simplified Work Order Commands" set to "No."

Note

The Show Chart ribbon command is not impacted by the Show Simplified Work Order Commands setting.

See also

Overview of Dynamics 365 Field Service
Submit and approve time-off requests
Schedule a work order
Configure the schedule board
User's Guide