Work Orders

Work Orders

Create Work Orders 

Work Order is a record created for executing a contact service request.

A Work Order can be created in one of the following ways:
  1. From Requests: Using the Convert to Work Order option in a Request, a Work Order can be created for the Request. On choosing this option, the Create Work Order page is displayed with field values pre-filled. Using the Requests to Work Order mapping, you can determine the Request field values that you want to pre-fill the fields in Create Work Order page with. Refer to this page for details.

  2. From Estimates: Using the Convert to Work Order option in an Estimate, a Work Order can be created for the Estimate. On choosing this option, the Create Work Order page is displayed with field values pre-filled. Using the Estimate to Work Order mapping, you can determine the Estimate field values that you want to pre-fill the fields in 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.
To create a work order:
  1. Select Work Orders from the Work Order Management and click Create.
  2. Enter the following details and click Save:
    1. Summary of the work order
    2. Priority
    3. Type to indicate the nature of the service the work order is being created for.
      Service: For providing among others, repair, installation, or maintenance services
      Inspection: For performing diagnostics tasks
    4. 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.
    7. The Phone number of the contact
    8. The Email address of the contact
    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. Service Address 
      This is the address of the contact's location where the service needs to be carried out. If a Service address exists for the contact, then on selecting a value in the  Contact field, that address is filled in the Service address field. If the Service address does not exist then you can choose any other address available for the contact or click Create New.
      On clicking Create New, the Add Address overlay will be displayed. To add a new address, enter the details and click Save.`
    12. Billing Address



    13. Preferred Date1, and Preferred Date2 for the service call
    14. 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. The entries for SkillsParts will be automatically populated for a service if it is linked to a work type.
      Select a Tax Rate or choose non-taxable by providing a reason. Click here to find details about setting the tax rates. Enter a percentage for the discount you wish to offer or a discount amount.



    18. Add the Parts necessary for the services.
      For Service, select the Service task for which the Part has been added. 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 service tasks.
      For Service, select the Service task 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.

In the Work Order Details page, you will have the links to all its related records like Request, Estimate, Appointments, etc. History of the activities performed on the record can be found under the tab Timeline.


Edit Work Orders

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

Delete Work Orders

You can either delete work orders individually or in bulk.

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


To delete work orders in bulk:
  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

You can easily create a work order by replicating the details of another work order. You can do so by cloning a work order. To clone a 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 changes (if any).
    All the details from the source work order will be prefilled.


Change Owner

By default, the Super Admin is the owner of all the work orders. You can assign some other user as the owner of a work order and can do so by changing the owner of the work order: 
  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 who you want to be the owner and click Save.


Cancel Work Orders

There might be instances when you do not want to proceed with a work order. E.g. A customer who had requested for an AC installation decides to not go ahead with the installation for the time being. In this case, the work order created for the this request will have to be cancelled.

When a work order is cancelled, the following changes occur:
  1. the status of the work order changes to Cancelled.
  2. the appointments created for the work order will also be automatically cancelled.
To cancel a work order:
  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

There might be instances when you cannot proceed with a work order. E.g. the Field Technician goes to the service location and finds out that the customer is not present at the service location or the Field Technician is unable to carry out his task due to a faulty equipment. In these cases, the work order created for the this request will have to be terminated.

When a work order is terminated, the following changes occur:
  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.
To terminate a work order:
  1. Select Work Orders from the Work Order Management menu.
  2. Click the work order you want to terminate and in the Work Order details page, click Terminate.
  3. Click Save in the confirmation message.

Manage Work Orders

In the Work Orders module page, you can find the list of work orders created. The page can be customized in several ways.

Column Selector

Use the column selector to choose the columns you want displayed in the Work Orders List page.


Filters

You can filter the work orders among others using the Territory, Company, Contact, Status filters. 


Views

Use the views to filter work orders based on predefined filters.


Create Service Appointments   

Service appointments are jobs created for carrying out the services in a work order. These service appointments are assigned to field technicians or crew who will then render the services at the contact location. As many service appointments as the services in the work order can be created.

To create a service appointment:
  1. Select Work Orders from the Work Order Management menu and click the work order you want to add the service appointment to.
  2. Click Manage Appointment button at the top or click the Appointments tab and click Create Appointment.
  3. Enter the following details, then click Schedule:
    1. Summary for the service appointment
    2. The values for Start Date/Time and End Date/Time.
      The Start Date/Time and End Date/Time can be scheduled for different dates.
    3. Field Technician or a Crew
      One or more resource can be assigned to the appointment.


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

You can create a service appointment for a work order or for the individual services. Appointments for the services can be created as explained below:

To create a service appointment for a work order line item:
  1. Select Work Orders from the Work Order Management menu and click the work order you want to add the service appointment to.
  2. Click Manage Appointment button at the top or click the Appointments tab and click Create Appointment.
  3. Enter the following details, then click Schedule:
    1. In the Service field, retain the service(s) you want to create the appointment for.
    2. Summary for the service appointment
    3. The values for Start Date/Time and End Date/Time.
      The Start Date/Time and End Date/Time can be scheduled for different dates.
    4. Field Technician or a Crew
      One or more resource can be assigned to the appointment.
A new service appointment can be created for the work order/service after the existing one has been cancelled or terminated.



    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now





              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                  Zoho SalesIQ Resources



                      Zoho TeamInbox Resources




                                Zoho DataPrep Resources

                                  Zoho DataPrep Demo

                                  Get a personalized demo or POC

                                  REGISTER NOW


                                    Design. Discuss. Deliver.

                                    Create visually engaging stories with Zoho Show.

                                    Get Started Now











                                                          • Related Articles

                                                          • Work Type Management

                                                            Work Type is a template for the services in a work order. Use these templates to add the service details to the work orders quickly and to avoid repetitive data entry. A work type will be used in the Services And Products module to link the skills ...
                                                          • Making Payments

                                                            To handle invoicing, and payments, Zoho FSM has inbuilt integration with Zoho Invoice. This will allow you to conveniently and quickly create invoices for your work orders and offer a secure way to your contacts to make payments. Thus your billing ...
                                                          • Manage Assets

                                                            Add Assets An Asset refers to a product instance that has been sold. Consider a company selling Air Conditioners. In order to provide after-sales support like warranty service, or repairs, they would need to keep track of their sold products. With ...
                                                          • Quick Start Guide

                                                            Zoho FSM is a cloud application that offers an overarching solution for handling the entire life cycle of processes involved in the management and execution of field services. All processes that are pivotal to field services are automated, such as ...
                                                          • Contacts

                                                            Add Contact Details  Contacts can be added in the following ways: Add contacts individually in the Contacts module. The details are described below. Import contacts from external sources. Import contacts from Invoice. To add a contact: ...

                                                          Resources

                                                          Videos

                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                          eBooks

                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                          Webinars

                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                          CRM Tips

                                                          Make the most of Zoho CRM with these useful tips.



                                                            Zoho Show Resources