Work Order Management in Zoho FSM: An Overview

Estimated reading: 4 minutes 106 views

Introduction

A Work Order is a formal record created to carry out a service request raised by a customer. It includes details such as service requirements, customer information, schedules, and associated costs.

Creating Work Orders

 

Permission Required: Work Orders

You can create a work order in the following ways:

  • From Requests: Convert a request into a work order using pre-filled details mapped from the request.
  • From Estimates: Convert an approved estimate into a work order with values pre-filled as per your mapping preferences.
  • Via Customer Service Calls: Agents can manually create work orders based on phone requests.

Steps to Create a Work Order:

  1. Go to Work Orders from the Work Order Management menu and click Create.
  2. Fill in the following details:
    • Summary
    • Priority
    • Type (e.g. Service or Inspection)
    • Due Date
    • Contact and Company
  • Phone number and Email address
  • Asset (if the service involves a product sold)
  • Territory
  • Service Address (choose from existing or create a new one)
  • Billing Address
  • Preferred Service Dates & Time
  • Notes or Preferences
  • Currency (if multiple currencies are enabled

3. Add the necessary:

  • Services
  • Parts (e.g. equipment or materials)
  • Skills (e.g. technician capabilities)
  • Apply relevant Tax Rates and Discounts

The selected services will automatically link with added parts and skills where applicable.

Note: Work order limits are twice the number of purchased service appointments. Limits can be increased if required.

 

Follow-up Work Orders and Estimates

If further service or additional work is required, you can create follow-up work orders or estimates.

To do this:

  1. Go to the original work order.
  2. Click the Related List

Select Create next to Follow-Up Work Orders or Follow-Up Estimates.

The new work order will show the original as its parent record.

Editing a Work Order

  1. Go to the Work Orders
  2. Select a work order and click Edit.
  3. Update any field and click Save.

Managing Addresses:

  • Choose another address: If multiple addresses are available.
  • Edit an address: Changes can be applied to both the work order and parent record.
  • Add a new address: Choose to link it to the contact or keep it for one-time use.

Deleting a Work Order

  • To delete one work order:
    Open it and click Delete.

To delete multiple:
 Select from the list view and click Delete.

 

Cloning a Work Order

  1. Select a work order and click Clone.

Update the required fields and click Save.
All data from the original will be prefilled.

 

Changing the Owner

By default, the Super Admin is the owner. To assign a new owner:

  1. Open the work order.

Click Change Owner, select a new user, and save.

 

Completing a Work Order

A work order can only be marked Completed if all associated service appointments have been completed.

  1. Open the work order.
  2. Click Complete Work.

Completion can also be automated or forced even if not all line items are complete.

 

Closing a Work Order

Once all tasks are finalized, the work order can be closed.
 To close:

  • Open the work order and click Close.

 

Cancelling a Work Order

Use this if a customer no longer requires the service.
 To cancel:

  • Open the work order and click Cancel.

Any linked service appointments will be automatically cancelled.

 

Terminating a Work Order

If a service cannot be performed (e.g. customer not available), you can terminate the work order.

To terminate:

  • Open the work order and click Terminate.

This will mark both the work order and its appointments as Cannot Complete.

Billing Status Options

Non-Billable

Use for internal tasks such as training or admin work.
 To mark:

  • Open the work order, click Non Billable, provide a reason, and confirm.

 

Void

If a work order is no longer valid but you wish to retain the record, mark it as Void.
 To mark:

Open the work order, click Void, provide a reason, and confirm.

 

Creating Service Appointments

Service appointments are jobs scheduled to fulfil a work order and are assigned to field agents or crews.

 

To create a service appointment:
  1. Go to Work Orders, open the desired work order.
  2. Click the Appointments tab, then Create Appointment.
  3. Enter:
    1. Summary
    2. Scheduled Start and End Time
    3. Assigned Field Agent or Crew

Appointments must be within the same day unless using multi-day scheduling.

 

Creating Appointments for Individual Services:

You can also create appointments specifically for services listed within a work order.

  1. In the Appointments tab, click Create Appointment.
  2. Select the service(s) and proceed as usual.

New appointments can be created if previous ones were cancelled or terminated.

 

Linking a Service to an Appointment

If a new service is added to a work order, you can link it to an existing appointment.

Steps:

  1. Add the new service to the work order.
  2. Go to the appointment and click Link Service.
  3. Click Save.
Work Order Management - Previous Work Order Management Next - Work Order Management Set Up Workforce

Leave a Reply

Your email address will not be published. Required fields are marked *

Learn how we helped 100 top brands gain success