Customizing Work Plans Settings
Adjust work plans settings to accommodate your needs.
Required Editions
| Available in: Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
- Display the Work Plans Lightning web component on the work order or work order line item
record page.
- Add the related lists for your work steps and work plans to the page layout of the work order or work order line item.
- Use the Lightning App Builder to add the component to the layout of the work order or work order line item record page.
- Activate the record page to make it available to your Lightning Experience and mobile users by using the Activation function in the Lightning App Builder.
NoteIf you haven’t already customized the work order or work order line item record page, the Work Plans component is added to the record page layout by default.
The Work Plans component is also available for Experience Builder sites. To learn how to add it to your site’s page, see Edit Pages and Components in Experience Builder.
- For the Work Plans Lightning web component and mobile app, create custom actions to
display on the action menu of the work plan and work step records.
- In Object Manager, go to Buttons, Links, and Actions and create a new action for the work plan or work step object.
- Add the action to the page layout of the work plan or work step record. For the mobile app, add the action to Quick Actions in the Salesforce Classic Publisher.
NoteFor an optimal experience with the Work Plans component, we recommend that you customize the action menu to display the Complete and Not Applicable actions first.
The mobile app doesn’t support custom actions that are associated with mobile flows and lightning actions.
- Customize the fields displayed on the work plan and work step records. In the page layout
of the work plans and work steps’ related lists, select the fields to display.Note For the information to appear properly on the Work Plans Lightning Web Component, we recommend that you first include these fields in the layout:
- For work plans: Execution Order, Name, and Work Order Line Item
- For work steps: Execution Order, Name, and Status
- In Object Manager, edit page layouts for the work plan template object. To display the standard New Work Plan Selection Rule screen to users, select the New button to show in the layout of the work plan selection rule related list. To display the enhanced New Work Plan Selection Rule screen, select the New Rule button.
- Adjust service reports to include work plans and work steps information. To do that, adjust your service report template to include work plans and work steps related lists information in reports. By default, work steps are grouped by work plan.
Considerations for Work Plans
- Only standard fields are supported for work plan selection rules.
- When the user clicks the Complete button for a work step and the step is completed successfully, we assign the first status value from the Completed status category. If the work step gets paused, we assign the first status value from the Paused status category.
- In Process Builder, if you want to use objects related to work plans, enter w in the picklist to show them. Otherwise, Process Builder doesn’t list them.
- In work steps, predefined and custom global quick actions, custom object-specific
actions defined on work order and work step objects, and field service mobile flows are supported.
- For the mobile app, we support Create, Update, and Flow quick actions.
- If a quick action or mobile flow fails to load for a work step, an error icon appears next to the step’s status icon. For actions showing errors, confirm that the action still exists and that it works on mobile. For flows showing errors, confirm that the user has Flow permissions.
- For the mobile app, we recommend that you create a page layout specific for mobile profiles when using work plans.
- If you have customizations such as validation rules or lookup filters that prevent the creation of a work step connected to a work plan, that work plan doesn’t auto-generate.
- Work plans can’t be auto-generated if the following two conditions are true:
- The work orders are created and updated to set the Owner to be a Queue during Create by a Flow, Workflow, or similar automation.
- The work plan template has an associated work plan template and work step.
The Work Step object has a child relationship to Work Plans. Work Step doesn't have an Owner ID field and is derived only from the associated work plan. The auto-generation process validates the work step owner, checks if it can be assigned to a queue (which it can’t), and silently fails in the background. As a result, the work order is created without the work plan.
