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Create a work order

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Create a work order

When off-site work is requested, create a work order to provide information for the agents who fulfill the request. You can create an entirely new work order, or you can create a work order from these other record types: problem, incident, change, or project task. You can also create a work order from another existing work order.

Before you begin

Role required: wm_initiator, wm_initiator_qualifier, or admin

About this task

In the work order, specify the nature of the work required and identify the configuration items (CI) affected.

To create work orders for common tasks such as the onboarding of new employees, you can use work order model templates to create all the necessary records automatically.


  1. Create the work order.
    Create a new work order
    1. Navigate to Field Service > Work Order > Create New.
    2. Enter a Short description.

      Optionally, you can click the search knowledge icon (Search knowledge icon) to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting a work order.

    3. Click Submit.
    Create a work order from an incident, problem, change, project task, or another work order.
    1. Open the record that you want to create the work order from.
      Note: Before work orders can be created from project tasks, Field Service Management must be integrated with Project Portfolio Management.
    2. Right-click the form title bar and select Create Work Order.

    The work order is created in the Draft stage.

    If you created the work order from another record, the short description of the original record is copied as the short description of the work order. Some of the work order fields are auto-filled with information from the original record. For details, see Creating work orders.

  2. Fill in the fields on the Work Order form, as appropriate.
    Table 1. 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 that requires the work. 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, add them to the Affected CIs related list.

    When assigning CIs to individual tasks, the qualifier and dispatcher can choose only from the CIs in the Work Order Affected CIs related list. The same CI in a work order can be applied to multiple work order tasks.

    Location Geographical area where the work must 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.
  3. Click Submit or Update to save your changes.

What to do next

After you complete the Work Order form, move it to the next state that is configured for Field Service Management. In the next state, other users with appropriate roles for the state will process the work order.

On the Work Order form, click whichever of the following options is available:
Option Description
Ready for Approval Click Ready for Approval to move the work order to the Waiting for Approval state.

This option appears only when Approval for new request required is enabled in the configuration for Field Service Management.

Ready for Qualification

Click Ready for Qualification to move the work order to the Awaiting Qualification state.

A work order task is automatically created if one does not exist. The short description, description, and location of the work order are copied into the task.

The Ready for Qualification option is available only when Qualification is required for new requests is enabled in the configuration for Field Service Management.

Ready for Dispatch Click Ready for Dispatch to move the work order to the Ready for Dispatch state.

The Ready for Dispatch option is available only when Approval for new request required and Qualification is required for new requests are disabled in the configuration for Field Service Management.