Microsoft Dynamics 365 Field Service Work Order Life Cycle

Hi Everyone,

Today I am going to discuss about the Field Service Work Order Life Cycle Process

Let's get's started.

Work Order Life Cycle:

1) Work Order Creation:

What happens: New Work Order created, Assigned incidents, products, services, etc.

Who Performs: Agreement: Auto generating or recurring

Case:Work Order can be created from Case entity.
Opportunity: Work Order can be created from Opportunity entity.
Manual:

Work Order can be generated from sales or service or manually.

Work Order Status: Open- unscheduled
Booking Status : N/A


2)Schedule:
What Happens:
Bookable resource booking created.
Resource assigned.
Date and time specified.

Who Performs:
Dispatcher(Manually).
Field Agent(manually or mobile).
Dispatcher with help of scheduling assistant.

Work Order Status: Open - Scheduled
Booking Status: Scheduled.

3)Dispatch:
What happens:
Field Agent notified of Work Order.
Who Performs: Notification sent by system to Field Agent, customer or others

Work Order Status: Open - scheduled
Booking Status: Scheduled(Custom Status)

4)Service:
What Happens:
Work Order carried out
Who Performs: Field Agent
Work Order Status: Open- In Progress > Open- Completed
Booking Status: Travelling, In Progress Completed.

5)Review/Approval:
What Happens:
Work done and information is accurate.
Who Performs: Supervisor/Manager.
Back office accounting.

Work Order Status : Open - Completed > Closed -Posted
Booking Status : Completed


I hope this helps.
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