Dynamics 365 Field Service : Close a work order, including attaching a work order resolution

In Dynamics 365 Field Service, closing a work order is a key step that indicates the job is complete, all services have been delivered, and the customer interaction is finalized. This process also includes documenting what was done by adding a Work Order Resolution. Here’s a simple guide to help you understand how to do it and why it’s important.

 What is a Work Order Resolution?

A Work Order Resolution is a summary that describes:

  •  What work was completed
  •  Any issues encountered or resolved
  •  Notes that might be helpful for future service
  •  Final status of the job (e.g., completed, partially completed, or unable to complete)

This resolution becomes part of the work order record and helps maintain a complete service history.

Steps to Close a Work Order

1. Navigate to the Work Order

  • Go to the Field Service app.
  • Select the work order you want to close from the list.

2. Review the Work Order

  •  Make sure all related service tasks, products, and services have been completed.
  •  Ensure that the technician’s time and notes have been logged correctly.

3. Add Work Order Resolution

  • In the work order form, go to the “Work Order Resolutions” section.
  • Click “+ New Work Order Resolution”.
  • Enter the resolution summary: describe what was done, any important notes, and the outcome.
  •  Save the resolution.

4. Update the System Status

  • Change the System Status of the work order to “Closed – Posted” or “Closed – Canceled” as appropriate.
  •  This status update locks the work order and indicates it is finalized.

5. Save and Close

  • Save your changes and close the form. The work order is now officially closed.

Why It Matters

  • Closing a work order with a proper resolution:
  •  Improves service transparency and accountability
  •  Helps other technicians or customer service reps understand past issues
  •  Supports better analytics and reporting
  •  Provides a complete service history for the customer

Closing a work order is more than just ticking a box—it’s about delivering a full-circle service experience. With the right resolution attached, you not only complete the task but also capture valuable knowledge for your team and your customers. 

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