Work Order Creation in Dynamics 365 Field Service

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. Also, used for different types of works such as installations, repairs, or preventive maintenance.

A work order is usually created from a case or opportunity. It is then scheduled either manually from the schedule board or semi-automatically using the schedule assistant or automatically using Resource Schedule Optimization (RSO) to the bookable resources. Once the work is complete, it is reviewed and approved by a manager for invoice processing.


Go to Field Service application. Select Service > Work Orders > New. A New Work Order page is appeared.

In Summary tab, Service Account (E.g. A Datum Corporation) refers to the customer account at whose location the work order needs to be performed by the field technicians.

Billing Account (E.g. A Datum Corporation) refers to the parent company for which Invoice will be sent.

System Status refers to the work order status such as Open – Unscheduled, Open – Scheduled, Open - In Progress, Open – Completed, Closed – Posted, Closed – Cancelled.

Work Order Type refers to the general classification of work orders (E.g. Installation or Repair

Price List refers to price associated with products and services (E.g. Products and Packaged Services). It is enabled based on the selection of Work Order Type.

Work Hour Template (E.g. Default Work Template) which describes the work timings.

In PRIMARY INCIDENT section, Primary Incident Type (E.g. Replace Broken part) which defines the main purpose of a work order. An incident type is included with the products, services, and service task types.

Primary Incident Estimated Duration (E.g. 2.5 hours) is enabled automatically as per the input duration provided in the corresponding Primary Incident Type record.

Click on Save button which displays the response message i.e., Incident type products, services, service tasks will be added in the background.

Hence, records that are existed in the Products, Services, Service Tasks tabs of Incident Type (E.g. Replace Broken part) are populated in the Work Order as shown.

Here, may field technician had provided with same product with multiple quantities to process the Work Order.

Click on Products tab. Select and open the required product (E.g. ArmBand 100).

A work order Product window is appeared in which input fields i.e., Unit (E.g. Basic Package) is the quantity or measurement that product is related to it.

Line Status: If Estimated is selected, the field technician will estimate (not yet used) to use the product. Otherwise Used is selected, if field technician had used the product for this work order.

Warehouse (E.g. Truck 1) defines product that belongs to it.

Allocated: No represents that the product is not allocated yet. Whereas, Yes represents that the product is allocated and deducted from the inventory.

In Estimate Information tab, the required quantity (E.g. 2.00) of product would be given in Estimate Quantity field.

In Estimate Discount % field, the percentage of discount (E.g. 10.00) would be offered to customer on this product. This makes to enable the calculated input values in the Estimate Discount Amount and Estimate Total Amount.

Service Tasks: To guide a field agent to process the Work Order easily in step by step manner. These Service Tasks would populated from the Incident Type.

Click on Service Tasks tab > service task type (E.g. Confirm part to replace) which redirects to the window of Confirm part to replace Service Task where input values can change as per agents’ requirement.

Here, the customer location which would be mapped with the Service Account field. Click on input value (E.g. A Datum Corporation) which redirects to the window of A Datum Corporations’ Account.

In Summary tab of ADDRESS section, address fields are populated with setup the Geocode which makes proper scheduling process.

In Field Service tab, in which Product Price List (E.g. Products and Packaged Services) is associated. Service Territory defines location that Account belongs to it. Travel Charge Type defines the travel distance or time should be charged. Work Order Instructions i.e., here instructions which provided will be added to this Work Order.

In Scheduling tab, Latitude and Longitude are populated when Geocode is enabled.

In Settings tab, Priority i.e., High, low etc., would be set.

Work Location (E.g. Onsite), if service is rendered at the location.

Time From Promised & Time To Promised i.e., agreement that assure to work done and deliver the service to customer within this time provided.

Date Window Start, Date Window End & Time Window Start, Time Window End  which defines date and time range within the scheduling would happen.

If customer needs multiple incident types i.e., here apart from Replace Broken Part Incident Type. Then Work Order would be added with more Incident Types.

Select Related tab > Incidents.

It will be redirected to the page of Work Order Incident Associated View where click on New Work order Incident button.

In Requirements tab, the Resource Requirement record is created automatically for scheduling purpose once Work order is created. 

Select and open the record of Resource Requirement.

It will be redirected to the page where Skills, Roles and Resource Preferences should be added which meets the criteria of Work Order to be done by the suitable agent.

In Skills section, click on more commands > New Requirement Characteristic. It opens a popup window where input values are provided in Characteristic, Rating fields as shown. Click on Save and Close button.

In Roles section, click on more commands > New Requirement Resource Category. It opens a popup window where input value (E.g. Field Service Level) is provided in Resource Category field. Click on Save and Close button.

In Resource Preferences section, click on more commands > New Requirement Resource Preference. It opens a popup window where input input fields i.e., Bookable resource (E.g. Abraham McCoemick) defines particular resource who fits and preferred to do the work order.

Preference Type i.e., Preferred, Restricted, Must choose from option is selected as based on the required Bookable Resource. Click on Save and Close button.

The above added requirements are displayed in the corresponding sections as shown. Click on Save > Book button.

It will be redirected to the page of Schedule Board where resources are listed that who met the criteria of above requirements. Then select resource and click on Book button is as shown.

In another way of Book the resource - click on Schedule Board > select Work Order from the Open Requirements and drag it to the particular resource from the list view as shown.

The system status field is updated with Open - Scheduled status, once work order would scheduled to the resource i.e., field agent.

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