Dynamics 365 Field Service : Create a work order in Dynamics 365 Field Service

Work Orders are the heart of Dynamics 365 Field Service—they represent the service requests or tasks that need to be completed at a customer location. Whether you're scheduling a repair, maintenance, or an inspection, work orders help service teams stay organized, efficient, and responsive.



What is a Work Order?

A work order in Field Service is a formal record that includes all the information required to perform a job. It includes details like the customer, location, service tasks, assigned technician, products to be used, estimated duration, and more.

Steps to Create a Work Order

Here’s how to create a work order in Dynamics 365 Field Service:

1. Navigate to Work Orders

  •  Go to the Field Service app.
  •  In the left-hand menu, select Work Orders > Active Work Orders.

2. Click “+ New”

  •  This opens the new Work Order form.

 3. Fill in Basic Details

  • Service Account: The customer account that requested service.
  • Work Order Type: Choose the type of work (e.g., Installation, Repair, Inspection).
  •  Priority: Indicate how urgent the job is.
  •  Preferred Start/End Time: Set the customer’s preferred appointment time.

 4. Add Incident Type (Optional but Recommended)

  •  Select an Incident Type (a template that pre-defines services, tasks, and products for a job).
  •  This saves time and ensures consistency.

 5. Add Details

  •  Service Tasks: Define the steps the technician should follow.
  •  Products: List any parts or materials needed.
  •  Services: Include billable services if applicable.
  •  Instructions: Add special notes for the technician.

 6. Save the Record

  • Click Save to generate the work order number.

 7. Schedule the Work Order (Optional)

  •  Use the Schedule Board to assign the job to an available resource (technician).
  •  You can also auto-schedule using Resource Scheduling Optimization (RSO).

 Additional Tips

  •  Work Orders can be linked to Agreements for recurring services.
  •  Use Bookings to track technician assignments and real-time job progress.
  •  Work Orders integrate with Inspections, IoT Alerts, and Inventory for a full-service experience.

Why Work Orders Matter

  • Work orders streamline field service operations by:
  •  Providing a structured process for service delivery
  •  Offering real-time visibility into job status
  •  Enabling better scheduling, billing, and customer satisfaction

Want to learn more?

Check out this guide: Configure Booking Status and Work Order Sub-Statuses in Dynamics 365 Field Service


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