Create a work order task from a work order.

Before you begin

Role required: wm_qualifier or qualifier combination role

About this task

These users can edit schedule times, including task windows and planned durations. The Estimated end time is calculated from the expected start time and the work duration and is read-only.
Table 1. Schedule task roles
RoleEdit capabilities
wm_qualifier Tasks in the Draft state.
wm_dispatcher Tasks in the Pending Dispatch state.
wm_admin Tasks in Draft or Pending Dispatch state.
wm_task_initiator Tasks in the Draft state.
Note: You must enable the Apply Work Order template in draft status option and wm_task_initiator role to create tasks for the work order based on the applied template, without qualifying the work order when it is in the draft state. For more information about these configurations, see Global domain configurations and Roles installed with Field Service Management.

Procedure

  1. Open a work order.
  2. Click the Work Order Tasks related list.
  3. Click New.
    Note: If the Approval for new request required configuration option is enabled, then the work order must be approved before you can create a work order task.
  4. On the form, fill in the fields.
    Table 2. Work Order Task form
    Field Description
    Number Auto-generated identification number for the task.
    Parent Work order this task is assigned to.
    Cloned from Record number of the work order task that this task was cloned from, if any.
    Priority Priority of this task.
    Asset Parts required to execute the task.
    Install base item The install base item that user has issue with.
    Location Geographical area where the work needs to be done. The location is critical for determining the agent assigned to the task.

    If you do not want to use the auto-populated location, you can add an ad hoc location. For more information, see Setting ad-hoc locations in work orders and work order tasks.
    Template Template for creating this work order task. Click the lookup icon and select a template.
    Skills Abilities necessary to execute the task. This field is automatically set based on the values in the Affected CI field on the parent work order. If you change the affected CI on the work order,then any skills required by the new CI are added here.

    If you want to identify mandatory skills for agents executing the tasks, you must confirm the form to display the Task-Skill table.
    Under warranty Indicator of an existing warranty for one or more configuration items that are associated with the task.
    State Current state of the task. The field is automatically set as users complete the work for each successive state.
    Sub state Provides a more detailed status update within the broader State field.
    • When an agent reaches the work location, the system automatically updates the sub state to Onsite Arrival.
    • When an agent initiates their journey, the sub state is set as On Route.
    These updates can be triggered by geofencing technology or other location-based tracking methods.
    Territory If the Territory Planning plugin is active and the territory model is enabled, the system automatically populates the best-matched territory based on the task's location. If there are multiple eligible territories, the system will populate the lowest ranked one, taking into account capacity and reservations if the corresponding plugin is installed.
    Dispatch Group
    • Group that can select an agent to complete the task. By default, you can only select groups that belong to the location of the task. If no dispatch groups exist for the location, all dispatch groups are listed for assignment of the tasks.
    • The best match dispatch group is automatically populated based on the territory mentioned in the task only if the Field_Service_Territories territory model is enabled. For more information, see Enable the Field Service territory model.
      Note: If multiple dispatch groups are populated based on the territory, then you have to select the dispatch group manually from the list.
    Assignment group Group that has the individual agent or vendor who will complete the task. By default, this field shows the recommended assignment groups based on the location, asset, and skills for the task. If the field is empty, the system searches for the group covering the territory that includes the location of the task.
    Note: If there are multiple assignment groups that can be serviced for a work order task, then the potential assignment groups are calculated and automatically populated based on the location and assignment groups if there are more than one that can be serviced for a work order task. Applicable only when the Update the wm_work_order_task_potential_assignment_groups table with potential assignment groups for the work order task system property is set to Yes.
    Assigned to Individual agent, vendor, or crew to complete the task. This person is near to the task location and is part of the assignment group. By default, this field lists only the people who have the required skills, if defined. If no person has all the required skills, then the field lists all the members from the assignment group.

    If the assignment group is of type Vendor, then this field is automatically set the vendor manager of the vendor group. If there is no manager, then the field is empty.

    If the Needs crew option is selected, then this field name changes to Assigned crew.
    Work Type Type of work to be performed to complete the task. Choices are as follows:
    • Break Fix
    • Install
    • Planned Maintenance
    Agent efficiency criteria Choose an Agent Efficiency criteria from the list to apply for this work order task to accurately calculate the work duration for this task (manually). In case of automated scheduling methods like Dynamic Scheduling or Intelligent Task Recommendation, this field is automatically populated.

    This field appears only if Field Service Agent Efficiency plugin is activated and Agent Efficiency criteria is configured. For more info, see Create or modify Agent Efficiency criteria.
    Needs crew Option to indicate that a crew is required to complete the task. Selecting this option also changes the name of the Assigned to field to Assigned crew.

    This option appears only if the Field Service Crew Operations plugin is activated.
    Resource requirements Option to add resources with specific skills to work on the tasks.

    This option displays only when the Needs crew option is selected.
    Allow assignment override Option to show all the groups in the Assignment group field that belongs to the selected territory and dispatch group irrespective of the location, assets and skills for the task.
    Schedule lock Locks the task from getting scheduled by any scheduling mechanism. Tasks that are locked are excluded from automated scheduling mechanisms such as Dynamic scheduling, Intelligent task recommendations. However, dispatchers can manually assign the task to agent.
    Note: Work order tasks that are marked for Multi day, Needs crew, or Assigned/Accepted state in sn_fsm.set_schedule_lock_by_state property are locked automatically for all scheduling mechanisms.
    Potential territories for Schedule Optimization When selected, considers the task for Schedule Optimization. The Schedule Optimization engine determines and assigns the best territory for the task.
    Note: Appears only when the Schedule Optimization is activated.
    Assigned vendor Individual vendor who should complete the task, selected from the Assignment group. This field is available only when Vendor is selected from the Assignment group field.
    Vendor reference Reference number for tracking the selected vendor's work activities. This field is available only when Vendor is selected from the Assignment group field.
    Short Description Brief explanation of the task.
    Description Exact technical description of the work to be performed. Provide as much detail about the problem as possible to avoid extra communication with the customer in later stages of the work order life cycle.
    Work notes Information about the task as it progresses through each state. Work notes are not visible to customers.
    Additional comments (Customer visible) Any additional information about the task as it progresses. Additional comments are visible to customers. Therefore update the details about the task as many times as necessary to correspond with the submitter of the task.
    Check-In status When an agent clicks the Check-In button at their designated work location, the system will automatically populate the Check-In status as Geofence Validation Successful. This status confirms that the agent has successfully entered the specified geofenced area associated with their work location. However, if agents bypass the check-in option, an appropriate status populates in this field.
    Note: This option appears only when you add to the form.
    Planned
    Window start Start of the time window that is established for this task.
    Window end End of the time window established for this task. The elapsed time of the window cannot exceed the value in the Estimated work duration field.
    Scheduled travel start Date and time when the agent expects to travel to the site. The travel start time is automatically set to one hour from the current time. If the task is in the Pending Dispatch state, you can edit this field.
    Scheduled start Date and time when the work on the task is expected to begin.

    This field becomes mandatory from the Assigned state onwards.

    If you have enabled auto-assignment, the application auto-populates the Start scheduled field with the current date. Otherwise, you must enter the date manually.
    Estimated end Date when the work on the task will end. The date is automatically calculated based on the Scheduled start and Estimated work duration.
    Is fixed window Option to indicate that the service window is fixed. A fixed service window cannot be shortened, extended, or rescheduled to accommodate other tasks in an agent's daily schedule. If this option is not selected, the service window is considered flexible and it can be rescheduled.
    Note: A flexible task window can be rescheduled by optimizing task routes and auto-assignment, but a fixed window cannot. If a fixed window task does not fit into the agent's schedule, the task is not routed or dispatched.
    Assign across the schedule entries Option to schedule work order tasks spanning multiple schedule entries or days.

    This option appears only if the Field Service Multi-Day Task Scheduling plugin is activated.
    Access hours Option to schedule work order tasks during the explicitly defined access hours.

    This option appears only if the Field Service Management Access Hours Management plugin is activated.
    Acceptance duration Task acceptance duration in number of days and time.
    Acceptance due date Due date for the acceptance. This field is calculated based on the task assigned time and Acceptance duration.
    Estimated travel duration Estimated travel time to the work site. The duration is updated when you assign the task to an agent, change the order in which the task is executed, or change the start date and time of the task. This field is automatically set to an hour. It is calculated based on the agent's location and schedule. The agent can also manually update it. If the task is in the Pending Dispatch state, you can edit this field.
    Estimated onsite buffer duration Dispatchers can project duration required for agents to reach the designated work site. Indicates the approximate amount of time it will take for agents to arrive at the work site from their current location.
    Onsite arrival geofence radius The radius of a virtual fence or perimeter around the work site location. Specifies the distance from the center of the work site location to the outer boundary of a virtual geofence. The geofence acts as a boundary within which agents are considered to have arrived at the work site. Once agents enter this radius, it indicates their physical presence at the designated location.
    Onsite arrival geofence distance unit The unit used to measure the distance between an agent's current location and the work site location within a geofence. Indicates the unit of measurement utilized to quantify the distance between an agent's current position and the work site location within the geofence. Units are measured in kilometers and miles.
    Note: The Onsite arrival geofence radius and Onsite arrival geofence distance unit fields in the work order task are automatically populated with default values based on the configuration set in the OnsiteGeofenceConfig extension point. For more information, see Extension points in Field Service Management.
    Planned work duration Expected amount of work time irrespective of the agent assigned to the work order task. The default duration is set to an hour.

    This field appears only if Field Service Agent Efficiency is activated. This field can be updated only if the work order task is not assigned.
    Estimated work duration Estimated amount of work time. The duration cannot exceed the total time of the window. This field is automatically set to an hour. If the task is in the Draft or Pending Dispatch states, you can edit this field.
    Note: If Field Service Agent Efficiency is activated, Estimated work duration is automatically calculated based on the Agent Efficiency.
    Actual
    Actual travel start Date and time when agent traveled to the site.
    Actual travel duration Amount of time spent traveling to the site.
    Actual onsite arrival The precise time at which an agent physically arrives at the designated work site.
    Actual onsite arrival buffer duration Automatically populates the duration of time an agent spends at the work site before commencing actual work. Represents the amount of time agents remains at the work site after their arrival but before they begin performing their assigned tasks.
    Actual work start Time when work began. This field is available only when the Actual travel start field is manually added, or when the Start Travel button is clicked.
    Actual work end Time when work on the task was completed.
    Actual travel duration Amount of time spent traveling to the site.
    Actual duration Total amount of time spent completing the task. This value is automatically calculated based on the Actual work start and Actual work end times.
    Actual work duration Total amount of time spent on the task after you start the work and before you close the work on the task. This amount excludes the time paused on the work.
    Scheduling
    Scheduling preference Preferred method by which work order tasks are prioritized during scheduling. The options available are:
    • Prioritize Rating
    • Prioritize ETA
    • Prioritize Nearest
    Scheduling method Scheduling method used to assign the work order task such as Schedule Optimization, intelligent task recommendation, dynamic scheduling, route optimization, or manual assignment.
    Allow overtime Authorizes additional work time that exceeds the regular working hours.
    Optimization value Value that is utilized to guide the Schedule Optimization engine in prioritizing a task for scheduling purposes. Higher numbers indicate higher priority.
    Penalty due Due date marking the commencement of penalties for Schedule Optimization on the engine. This date is automatically populated when there is an active Task SLA on the task. This date can be added or changed manually.
    Penalty fixed cost Total fixed penalty cost incurred after the penalty due date has passed.
    Penalty per minute cost Penalty cost incurred every minute after penalty due date has passed. The penalty due date must be entered. If the penalty due field is empty, the fixed cost will be used.
    Important: Value and penalty fields are used for Schedule Optimization
  5. Click Submit.
    The work order task is created.

Result

When a work order task is created, customers receive SMS and email notifications. If the task is in a territory and sn_fsm.use_query_rules is enabled, only linked agents, dispatchers, and qualifiers can see it. Access is based on entitlement, controlled by administrators through sn_fsm.use_query_rules system property.