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Create a work order from an incident, problem, or change

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Create a work order from an incident, problem, or change

You can create a work order directly from an incident, problem, or change record.

Before you begin

Role required: wm_initiator, wm_initiator_qualifier, or admin

About this task

This ability is useful if one of these tasks needs to be assigned to an off-site agent and tracked. Some information from the original record is copied automatically into the new work order.

Table 1. Auto-filled fields from incident, problem, or change records
Record type Auto-filled fields
  • Incident record reference (in the Initiated from field)
  • Caller
  • Location
  • Priority
  • Short description
  • Description
  • Problem record reference (in the Initiated from field)
  • Affected CI
  • Priority
  • Short description
  • Description
  • Change record reference (in the Initiated from field)
  • Affected CI
  • Priority
  • Short description
  • Description


  1. Navigate to the incident, problem, or change record.
  2. Right-click the form header and select Create Work Order.
    A new work order is created in Draft stage. The incident short description is copied as the short description of the work order.
  3. Fill in the fields on the Work Order form, as appropriate.
    Table 2. Work Order form fields
    Field Description
    Number Auto-generated identification number for the work order.
    Company Company for which the work order was opened. The lookup list shows only those companies designated as Customers in their company record.
    Caller Person for whom the work needs to be performed. The lookup list shows only users associated with the selected Company.
    Affected CI Primary item that requires work, such as a broken laptop or a printer that needs ink. Configuration Item lookup lists are based on the selected Company. If more than one item requires work, refer to the Affected CIs related list.
    Location Geographical area where the work needs to be done. If not entered manually, the field is filled automatically based first on the Affected CI field and then, if no affected CI or location is provided, on the Caller.

    Template for creating this work order (optional). Click the lookup icon and select a template. The description of the selected template will populate the Description field. If you selected Tasks will be dispatched manually in the Field Service Configuration screen, work order tasks that were created for orders that use templates are automatically transitioned to Pending dispatch. For more information on templates, see Creating Service Order Templates.

    Note: If defined in advance, the template may contain task dependencies, which the tasks in your work order will inherit.
    Opened Date and time the work order was opened.
    Priority Precedence of the work order, based on severity of the impact, number of users affected, or other factors. The SLA applied to this work order is determined by the priority selected in this field.
    State Current stage of the work order in the work order life cycle.
    Qualification group Group that can specify the technical details of the work order. The lookup list shows only the qualification groups associated with the selected Location. If no qualification groups exist for the location, all qualifications groups are listed and any can be selected. This field is hidden when Field Service Management is configured for Automatic qualification.
    Initiated from Record number of the original problem, incident, change request, or other work order from which the work order was created.
    Billable Option for issuing a statement of fees or charges for the work order. This is useful for running reports on billable work orders.
    Short description Brief explanation of the work order.
    Description Detailed information describing the work to be performed.

    Initiators create work orders, but qualifiers should add as much detail about the work to be performed as possible to avoid extra communication with the caller .

    Work Notes Information about the work order and how it was completed. This field is not visible to customers. Work notes are added throughout the work order life cycle to help users who work on it to communicate useful information.
    Scheduled start Date and time when the earliest task is scheduled to start.
    Estimated end Estimated date when all tasks will be completed.
    Actual work start Date and time when the earliest task actually started.
    Actual work end Date and time when the last task actually ended.
    Requested due by Estimated date when the latest task will be completed. The Lead Time for the maintenance schedule is subtracted from the Required Due by date for the work order to determine this date.
  4. Select a template if your organization created one for commonly performed tasks.
    A task is automatically created from the work task model and any part requirements specified in the template.
  5. Click Update.

    The following fields are visible only if you activated the SM Planned Maintenance plugin.

    Table 3. Additional fields
    Field Description
    Maintenance plan Displays the maintenance plan used to generate the order, if any.
    Maintenance schedule Displays the maintenance schedule used to generate the order, if any.
    Record table The table associated with the order. For example, the Server [cmdb_ci_server] table.
    Record ID The sys_id of the record in the specified table that represents the item under maintenance, if any.