Work orders help you track tasks to be performed on a product. Learn how to create and manage work orders.
Available in: Salesforce Classic and Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud
User Permissions Needed
To view the Work Orders tab, work orders, and work order line items:
“Read” on work orders
To create or clone work orders:
“Create” on work orders
To edit work orders:
“Edit” on work orders
To delete work orders:
“Delete” on work orders
To create, edit, and delete work order line items:
“Edit” on work orders
Viewing Work Orders
Work orders can be associated with accounts, assets, cases, contacts, entitlements, service appointments, service contracts, and other work orders. View work orders on the Work Orders tab. The Work Orders related list on the following record detail pages also lists the work orders associated with a record:
If your Salesforce admin has set up the console to include work orders, click the Console tab to view and edit work orders and their associated records in one place.
Creating Work Orders
You can create and edit work orders from the Work Orders tab or the Work Orders related list on supported objects. Depending on how work orders are set up in your organization, this related list may not be available on some records.
When you create a work order, add line items to the work order via the Work Order Line Items related list. Work order line items represent specific tasks that a technician must perform to complete the work order. They can be marked as completed one by one, and make it easier to track and improve field service processes. Pricing details like discounts and unit price are set at the line item level on work orders.
Deleting Work Orders
Delete work orders on the work order’s detail page or the Work Orders related list. Deleting a work order moves it to the Recycle Bin. Any notes, attachments, activities, line items, and service appointments associated with the work order are also deleted. If you undelete the work order, the associated items are undeleted.
Sharing Work Orders
You may be able to grant extra access to work orders beyond what your org’s default sharing model allows. However, you can't make the sharing model more restrictive than the default.
To see who has access to a work order, click Sharing on the work order’s detail page. Work order line items inherit their parent work order’s sharing settings.
How Work Orders and Service Appointments Work Together
Service appointments on work orders and work order line items offer a more detailed view of the work being performed. While work orders and work order line items let you enter general information about a task, service appointments are where you add the details about scheduling and ownership.
For example, suppose you create a work order to track a customer’s annual refrigerator maintenance. In the Service Appointments related list on the work order, you create an Annual Maintenance appointment.
During the appointment, the technician completes most of the maintenance but determines that a replacement part must be ordered and installed. The technician changes the appointment status to Cannot Complete, and a second service appointment is created on the work order to track the installation. When the second appointment is completed and it is determined that the fridge is fully repaired, the second appointment and the work order can then be closed. Easy as pie!
How Work Orders and Assets Work Together
Linking work orders to assets helps you track the work that is performed on the asset, whether it’s installation, repair, or preventive maintenance. You can link a work order to an asset via the Work Orders related list on the asset detail page or the Asset lookup field on the work order. When you’re linking work orders to assets, follow these guidelines:
If a work order is related to a particular asset, link the work order to the asset in Salesforce so you can easily track the work.
If a case is opened because a customer experiences a problem with an asset, you may need to create a work order to inspect or repair the asset. Link the work order to the case so the case owner can track its progress.
If you need to track periodic standard maintenance on assets, link the related work order to the entitlement or service contract that accounts for the maintenance.
You can also use the Object Milestones custom report type to view work orders with milestones in your org. The Milestone Status and Milestone Status Icon fields are not available in work order reports.