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 Available in Editions: All Editions

Permission Required: Work Orders

1. From Requests: Use the Convert to Work Order option to create a work order for a request. This option will display the Create Work Order page with the field values pre-filled. Use the Requests to Work Order mapping to determine the Request field values that you want to pre-fill the fields in the Create Work Order page with. Refer to this page for details.
   
   
2. From Estimates: Use the Convert to Work Order option to create a work order for an estimate. This option will display the Create Work Order page with field values pre-filled. Use the Estimate to Work Order mapping to determine the Estimate field values that you want to pre-fill the fields in the Create Work Order page with. Refer to this page for details.
   
   
3. From contact phone Requests: The Customer Service Agent creates work orders for the contact requests received through phone calls.
   

1. Select Work Orders from the Work Order Management menu and click Create.
   
2. Enter the following details, then click Save:
   
1. A Summary of the work order
   
2. A Priority
   
3. A Type to indicate the nature of the service the work order is being created for.
   
   Apart from the default values, you can also add custom values to this field.
4. A Due Date by which the work order should be closed
   
5. The Contact for whom the work order is being created 
   
6. The Company the contact belongs to.
   Conversely, for a given company you can choose the contacts associated with it.
   
   
   
   
7. The Phone number of the contact
   
8. The Email address of the contact
   If there is no email address associated with the contact, the email address of the company (if present) will be used.
9. An Asset
   An Asset is added when the service is for a product that you have sold.
10. The Territory in which the contact is located
    
11. A Service Address 
    
    This is the address where the service needs to be carried out. The service address present for the Asset, Company, or Contact will be used, in this order of preference. You can choose any other available address or click Create New.
    Upon clicking Create New, the Add Address overlay will be displayed. To add a new address, enter the details and click Save. You can either choose to add an address to the Company/Contact or create a Single Use Address. The Single Use Address can be used only in the current Work Order record.
12. A Billing Address
    
    
    
    
13. Preferred Date1, and Preferred Date2 for the service call
14. A Preferred Time.
15. Any additional Preference Note regarding the service call
16. Select a Currency.
    The Currency and Exchange Rate will be displayed only if multiple currencies are enabled.
17. Entries for Services
    
    These denote the services which have to be delivered for this work order. The Services added in Services And Parts module will be listed here. You can search a service using its SKU. If only a single service is added, then it will by default get associated with the Parts, and Skills that you add. Service tasks, if present for the service will also get added. 
    
    Select a Tax Rate or choose non-taxable by providing a reason. Click here to find details about setting the tax rates. The default tax preferences will be set based on the sync settings. 
    Enter a percentage for the discount you wish to offer or a discount amount. You can choose whether to offer a discount at the line item level or the transaction level. Log in to Zoho Books/Invoice and navigate to Settings > Preferences > General > Do you give discounts? and choose the desired option.
    
    
    
    
18. Add the Parts necessary for the services.
    
    Select the Service for which the Part has been added. You can search a part using its SKU. Select a Tax Rate or choose non-taxable by providing a reason. Enter a percentage for the discount you wish to offer or a discount amount.
19. Add the Skills necessary for the services.
    
    Select the Service for which the Skill has been added.
    
    
    

Skills: These denote the professional capabilities needed for the work order.

Parts: These denote the products which are required for carrying out this work order.

Create Follow-up Work Orders and Estimates

1. Click the Related List tab of the work order for which you want to create the follow-up work order or estimate.
   
2. Click Create for Follow Up Work Orders or Follow Up Estimates.
   
   

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order you want to edit. In the Work Order details page, click Edit.
   
3. Click Save after making the changes. 
   

Delete Work Orders

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order you want to delete. In the Work Order details page, click Delete.
   
3. Click Delete in the Confirm Delete popup.

1. In the Work Orders List page, select the work orders you want to delete or select the master checkbox to select all records and click Delete.
   
2. Click Delete in the Confirm Delete popup.

Clone Work Order

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order you want to clone and in the Work Order details page, click Clone.
   
   
   
   
3. Click Save after making any changes.
   All the details from the source work order will be prefilled.
   
   
   

Change Owner

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order whose owner you want to change and in the Work Order details page, click Change Owner.
   
   
   
   
3. Select the user you want to be the owner and click Save.
   
   
   

Complete Work Orders

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order you want to complete and in the Work Order details page, click Complete Work.
   

Close Work Orders

When all the activities related to a work order have been completed, then the work order can be closed. When a work order is closed, the status of the work order changes to  Closed.

To close a work order:

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order you want to close and in the Work Order details page, click Close.
   

Cancel Work Orders

1. the status of the work order changes to Cancelled.
   
2. the appointments created for the work order will also be automatically cancelled.

1. Select Work Orders from the Work Order Management menu.
   
2. Click the work order you want to cancel and in the Work Order details page, click Cancel.
   
3. Click Save in the confirmation message.

Terminate Work Orders

1. The status of the work order changes to Cannot Complete.
   
2. The status of the appointments created for the work order will automatically change to Cannot Complete.

Mark Billing Status As Non Billable

There are work orders that you undertake but do not charge clients for. These work orders are typically associated with internal activities that are necessary for the operation of the business but do not directly generate revenue. Common examples include employee training, internal meetings, administrative tasks, etc.

1. Select Work Orders from the Work Order Management menu.
   
2. Click the desired work order. In the Work Order details page, click Non Billable.
   
   
   
   
3. Click Proceed in the confirmation message.
   
4. Enter a reason for marking the billing status of the work order as non billable and click Continue.
   

Mark Billing Status As Void 

1. Select Work Orders from the Work Order Management menu.
   
2. Click the desired work order. In the Work Order details page, click Void.
   
   
   
   
3. Click Proceed in the confirmation message.
   
4. Enter a reason for marking the billing status of the work order as void and click Continue.
   

Create Service Appointments   

1. Select Work Orders from the Work Order Management menu and click the work order you want to add the service appointment to.
   
2. Select the Appointments tab and click Create Appointment.
   
3. Enter the following details, then click Schedule:
   
1. A Summary for the service appointment
2. The values for Scheduled Start Date Time and Scheduled End Date Time.
   The Scheduled Start Date Time and Scheduled End Date Time should be within the same day. Use multi-day scheduling to schedule an appointment spanning multiple days.
3. A Field Agent or a Crew
   
   One or more resources can be assigned to the appointment.
   
   
   

   The following agents or crews will be available for assignment: - Active agents or crews assigned to the territory that is chosen in the work order - The agents and crews who are active in the territory between the Scheduled Start Date Time and Scheduled End Date Time - During the time when a field agent is part of a crew, they will not be available as an individual resource. Hover over the name of an unavailable agent to know the reason for their unavailability.

   
   

If you schedule an appointment without assigning it to a service resource (see screenshot below), then the appointment created will be in New status.

Creating Service Appointment for a Service

1. Select Work Orders from the Work Order Management menu and click the work order you want to add the service appointment to.
2. Select Appointments tab and click Create Appointment.
3. Enter the following details, then click Schedule:
   
1. In the Service field, retain the services or service tasks you want to create the appointment for.
2. A Summary for the service appointment
   
3. The values for Scheduled Start Date Time and Scheduled End Date Time.
   The Scheduled Start Date Time and Scheduled End Date Time should be within the same day. Use multi-day scheduling to schedule an appointment spanning multiple days.
4. A Field Agent or a Crew
   One or more resources can be assigned to the appointment.
   

Link Service

1. Add a service to an existing work order.
   
   
   
   
2. Select the service appointment of the work order to which you want to add the newly added service. Click Link Service.
   
   
   
   
3. Click Save.