In Field Service Management, work
orders are closed automatically depending on the states of the associated work order
Work orders are closed in the following scenarios:
- If all work order tasks are marked Closed Complete, the work
order state changes to Closed Complete.
- If at least one work order task is marked Closed Incomplete, the
work order state changes to Closed Incomplete.
After a work order is closed, the time and effort for it are calculated automatically. The
work order also becomes inactive and is removed from the list of work orders.
After an order has been assigned to an agent, that agent can complete and
close the order under two conditions:
- When the Request lifecycle is task driven configuration option is
enabled, all states of the work order are driven by the task. The agent can click the
Close Complete button on the Work Order Task form to close any
tasks that need to be closed manually. After all of the work order's tasks are closed, the
work order is closed automatically.
- When the Request lifecycle is request driven configuration option
is set and all of the work order's tasks are closed, the agent can click the
Close Complete button on the Request form to close and complete