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Convert a service request to a work order ​

Convert a service request that requires field service, and then verify the linked work order.

Overview ​

During conversion, the system creates a work order with your organization's field mappings. It also links the request to the work order. The work order then enters intake, dispatch, and field service.

Before you begin ​

  • Your account has the intake agent role or permission to process the request.
  • The service request is within your assigned tasks.
  • Your organization has enabled conversion and configured its action and field mappings.
  • Verify the customer, contact, problem description, and service requirements in the request.

Convert the service request ​

  1. In Task Center, open the service request that you want to convert.
  2. Verify the customer, contact, problem description, and service requirements.
  3. Select Convert to Work Order or the equivalent action.
  4. Wait for the system to create the work order.
  5. Open the linked work order from the service request details.
  6. Verify the customer, contact, problem, and other mapped information.
  7. Confirm that the work order entered the expected intake or downstream process.

Expected result ​

  • The system creates one work order.
  • The service request links to the new work order.
  • Configured request fields populate the mapped work order fields.
  • Intake agents, dispatchers, or other process owners can continue processing the work order.

Troubleshooting ​

The conversion action is unavailable ​

Conversion might be disabled for this request, or your account might lack permission. Ask an administrator to check request settings, permissions, and business types.

The generated work order is incomplete ​

Work order data depends on configured field mappings and required fields. Verify the request data, then ask an administrator to check the mappings.

You cannot find the linked work order ​

Refresh the request details and check the linked work orders. If none appears, ask an administrator to verify conversion and your work order access.

Notes ​

  • Before conversion, confirm that the request has not already produced a work order.
  • After conversion, use the linked work order for all dispatch and field service activities.
  • Save stores a draft only. A work order enters the process only after successful conversion.