Overview
A Work Order is the central document that authorizes and tracks a service job — from the assignment of technicians and equipment, through to completion and billing. It can be created directly, converted from an approved Estimate, or converted from an approved Request.
Work Order in the Field Service workflow
Request (Approved)
↓
Convert to Estimate ──── or ──── Convert directly to Work Order
↓ (Estimate Approved) ↓
Convert to Work Order ─────────────────▶ Work Order
↓
Create Service Appointment
Step 1. Configure Work Order Number Prefix
Before creating your first Work Order, configure the auto-generated Work Order Number format.
1. Go to Field Service → Settings → Prefix Settings → scroll to the Work Order Number section
2. Fill in:
- Work Order Number Prefix:
- Next Work Order Number:
- Work Order Number Format:
3. Click Save.
Step 2. Configure Google Map API Code, Service Type, Checklist Template, Work Order Template, Business Hours, Holidays, Technician, Crew, Equipments Asset.
Step 3. Create a Work Order
Three Ways to Create a Work Order
- Convert from Approved Estimate: Estimate Detail → More → Convert to Work Order
- Convert from Approved Request: Request Detail → More → Convert to Work Order
- Create independently: Field Service → Work Orders → Create New Work Order
1. Go to Field Service → Work Orders → click Create New Work Order.
2. Enter the following details, then click Save:
General Information, Customer & Contact
- Work Order Number: Auto-generated based on Prefix Settings — displayed in gray, not editable
- Title: Short name for this job
- Work Order Date: Date this Work Order is issued
- Due Date:Date by which the job must be completed
- Priority: Urgency level (Low / Medium / High / Urgent)
- Owner: Staff member responsible for this Work Order
- Work Order Template: Select a template to auto-fill Service Type, Description, Skills, Checklist, Tools, and default line items
- Description: Detailed description of the work to be performed
- Customer: The customer this job is for. Auto-filled from linked Request/Estimate
- Email: Customer contact email. Auto-filled from Customer record or linked Request/Estimate
- Phone: Customer contact phone. Auto-filled from Customer record or linked Request/Estimate
- Billing Address: Address used for invoicing. Auto-filled from Customer record or linked Request/Estimate
- Service Address: Physical address where the job will be performed. Auto-filled from Customer record or linked Request/Estimate
- Select on Map: Opens Google Maps to select the exact service location. Requires Google Maps API key. Type the address into the search bar at the top and press Enter --> The map centers on the found location. A red pin appears at the matched address --> Drag the pin to fine-tune the exact location if needed --> Click Accept
- Latitude: Latitude coordinate of the service location. Auto-filled when using Select on Map
- Longitude: Longitude coordinate of the service location. Auto-filled when using Select on Map
Service Information, Source, Customer Preferences, Billing & Finanace
- Service Type: Category of work (e.g., Installation, Preventive Maintenance)
- Skill: Required technician skills for this job, used to filter Technicians when creating Appointments
- Customer Asset: The customer's asset this job relates to. Dropdown filtered to assets of the selected Customer
- Territory: The service area where the job will be performed. Used to filter available Crews, Technicians, and Equipment Assets when creating Appointments
- Tools & Equipment: Equipment models required on site. Used to filter Equipment Assets when creating Appointments
- Estimated Duration (hours): Expected time to complete this job. Auto-filled from Work Order Template
- Checklist Template: The inspection checklist technicians must complete. Auto-filled from Work Order Template
- Request: select an Approved Request
- Estimate: select an Approved Estimate. Selecting an Estimate also auto-fills the line items from that Estimate
- Contract: Link to a contract associated with this customer. Dropdown shows all contracts belonging to the selected Customer
- Preferred Date 1: Customer's first preferred service date. Auto-filled when selecting a Request
- Preferred Date 2: Customer's alternative preferred date. Auto-filled when selecting a Request
- Preferred Time: Morning or Afternoon or Evening or Anytime. Auto-filled when selecting a Request
- Preferred Note: Additional scheduling notes from the customer. Auto-filled when selecting a Request
- Billing Status: Determines whether this job is chargeable to the customer.
- Billable — job can generate an Invoice
- Non-Billable — job generates an Expense instead
- Discount Type: How the discount is applied (Before Tax, After Tax, No Discount)
- Currency: Currency for all amounts on this Work Order. Auto-filled from linked Request or Estimate if selected
- Attachments: Upload one or more reference files — SOPs, wiring diagrams, safety guidelines. Click + to add additional files. Auto-filled from Work Order Template.
- Line Items: Auto-fill priority for line items:
- If an Estimate is selected → line items are filled from the Estimate
- If no Estimate but a Work Order Template is selected → line items are filled from the template's Default Parts/Materials
- If neither → line items are empty; add them manually
Clone a Work Order
Cloning creates an exact copy of an existing Work Order — useful for recurring jobs of the same type for the same customer, or for quickly duplicating a complex Work Order structure.
Step 1. Open the Work Order Detail page
Step 2. Click the 
Clone icon button in the top-right action area
Step 3. The system creates a new Work Order with all the same fields, a new auto-generated Work Order Number.
Step 4. Review and update any fields that need to differ from the original (Title, Dates, etc.), then Save
Note: Cloned Work Orders do not carry over Appointments, Follow-Up records, or History from the original — only the core field data.
Follow-Up Work Orders
What is a Follow-Up Work Order?
A Follow-Up Work Order is a child Work Order created from an existing (parent) Work Order. Use it when:
- During the original job, the technician discovers additional work that was not in the original scope
- Scheduled periodic maintenance is needed on the same asset
How to create a Follow-Up Work Order
Step 1. Open the parent Work Order Detail page
Step 2. Go to the Follow Up tab → click Follow-Up Work Order sub-tab
Step 3. Click Follow-Up Work Order button
Step 4. The Create New Work Order – Follow-Up Work Order form appears. It is identical to the standard Work Order form, with one additional field:
- Parent Work Order: Read-only. Auto-filled with the number of the parent WO
Step 5. Fill in the necessary fields and click Save.
Follow-Up Estimates
What is a Follow-Up Estimate?
A Follow-Up Estimate is a supplementary cost quotation created from an existing Work Order. Use it when:
- During the job, additional parts or services are needed beyond what the original Estimate covered
- New costs need customer approval before work continues
How to create a Follow-Up Estimate
Step 1. Open the Work Order Detail page
Step 2. Go to the Follow Up tab → click Follow-Up Estimate sub-tab
Step 3. Click Follow-Up Estimate button
Step 4. The Create New Estimate – Follow-Up Estimate form appears. It is identical to the standard Estimate creation form, with one additional field:
- Original Work Order: Read-only. Auto-filled with the parent WO number
Step 5. Update line items to reflect the additional costs. Add, remove, or modify items as needed.
Step 6. Click Save, then send to the customer for approval following the standard Estimate workflow.
