Create a work order

Overview

Employees can manually create work orders from Work Order List on the web or App. A work order records the customer problem, contact, equipment, and service requirements. Each business type can use different pages and required fields.

This article covers manual employee submission. For self-service and email channels, see Accept multichannel work orders.

Before you begin

• Your account can create and view Work Orders and access the required business type.
• The web or App displays the Work Orders menu.
• Prepare the customer need, contact, phone number, product, equipment, address, and other required information.
• If several business types are available, identify the applicable type, such as repair, installation, or maintenance.

Procedure

1. On the web or App, go to Work Orders > Work Order List.
2. Select New.
3. If prompted, select the business type that matches the service need.
4. Complete the displayed fields. Common fields include source, problem, description, customer, contact, phone, priority, equipment, appointment time, and service address.
5. Verify the customer, contact, and service object.
6. Choose an action:
   • Select Submit to submit the current work order.
   • Select Submit and New to submit it and create another.
   • Select Save Draft to retain incomplete content without submitting the work order.
7. Return to Work Order List. Find the new record by number, customer, or problem, and verify it.

Customer and contact selection

Your organization's configuration controls how you select customers and contacts:

Page control	Method	Available records
Text field	Enter a keyword; exact matching can require the full customer name	Limited by the Work Order customer field's data scope
Standard selector	Select a visible customer or contact record	Limited by object permissions and data scope

If you cannot find a record, check the keyword or full customer name. Then ask an administrator to review the input method and data scope.

Web creation toolbar

When enabled, the web creation toolbar shows the selected customer's contacts, equipment, and work order history. Use this data to verify the contact and equipment or identify duplicate issues.

Your organization can disable or customize the toolbar. It appears only on the web, not in the App.

Expected result

• After Submit or Submit and New, the new record and generated work order number appear in Work Order List.
• The business type, customer, contact, problem, and service information match the current need.
• The work order enters the process configured for its business type.
• Save Draft retains incomplete content but does not submit the work order.

Troubleshooting

Work Orders or New is unavailable

Ask an administrator to check create and view permissions, business type access, and the web or App menu.

You cannot find a customer or contact

Verify the keyword or full customer name. Results depend on the configured input method, object permissions, and customer field data scope.

Your fields differ from another user's fields

Business types can use different pages, fields, and requirements. Confirm the selected business type and complete all fields marked as required.

The web toolbar does not show customer, equipment, or history data

The toolbar must be enabled and can have customized content. Confirm that you are on the web, then ask an administrator to check its configuration.

Related topics

• Accept multichannel work orders
• Manage and route work orders
• Manage work orders as a dispatcher