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Create a work order from a case

A work order in Dynamics 365 Field Service can be created from a case using the Case to Work Order Business Process flow. The business process flow guides you through the stages of evaluating a case and generating a work order to address the reported issue.

Prerequisites

  • A Dynamics 365 Field Service environment with the Case to Work Order Business Process flow enabled.
  • A Field Service - Dispatcher or Field Service - Administrator security role.

Set up the case

  1. In the Field Service app, select the Service area and go to Service Delivery > Cases.

  2. Open an existing case or create a new one and add all the necessary details.

  3. On the case form, in the Field Service tab, set the Incident Type field. The incident type determines the service tasks, products, and services that automatically populate on the work order.

  4. Optionally, set the Functional Location field if the case is associated with a specific location.

Create the work order using the business process flow

  1. On the case form, locate the Convert to Work Order option at the top of the form. If it doesn't appear, select the process switcher by selecting ⋮ at the top, go to Process > Switch Process > Case to Work Order Business Process.

  2. Complete the required fields in the Case stage and select Next Stage to advance.

  3. In the Work Order stage, select Create to generate a new work order linked to the case.

  4. On the new work order form, verify or fill in the required fields:

    • Service Account: The system populates this field from the case's customer account when an account is available and the selected Work Order Type requires or uses Service Account. If the case is associated with a contact or another customer model and the selected Work Order Type allows work orders without Service Account, you can create the work order without selecting a service account.
    • Work Order Type: Select a work order type from the list or create a new work order type.
    • Price List: Select a price list from the list or create a new price list.
    • System Status: Set to Unscheduled by default.
    • Taxable: Choose whether the work order is taxable.

  5. The following fields carry over from the case to the work order:

    • The case's Incident Type maps to the work order's Primary Incident Type.
    • The case's Description maps to the work order's Instructions.
    • The case's Functional Location maps to the work order's Functional Location.

    For contact-centered cases, confirm that the resulting work order includes the information your process requires, such as contact, service address, functional location, billing context, and price list. These details can come from the work order or related records when Service Account isn't selected. For more information, go to Configure service account requirements for work orders.

  6. Select Save or Save and Close.

Next steps

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