Create Work Orders 

1. From Requests: Using the Convert to Work Order transition in a Request, a Work Order can be created for the Request. On choosing this transition, the Create Work Order page is displayed with field values pre-filled. Using the Request to Work Order Mapping setting, 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 transition in an Estimate, a Work Order can be created for the Estimate. On choosing this transition, the Create Work Order page is displayed with field values pre-filled. Using the Estimate to Work Order Mapping setting, 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 customer phone Requests: The Customer Service Agent creates work orders for the customer requests received through phone calls.
   

1. Select the Work Orders module and click New Work Order.
   
2. Enter the following details* and click Save ~:
   
1. A Summary of the work order
   
2. A Priority
   
3. The Customer (if applicable) for whom the work order is being created
   
   This field will be displayed if options 1, 3, or 4 are chosen for mapping the entities in Zoho FSM with those in Zoho Books.
   
4. The Company (if applicable) the customer belongs to.
   
   This field will be displayed if options 2, 3, or 4 are chosen for mapping the entities in Zoho FSM with those in  Zoho Books.
   
5. A Service Address 
   
   This is the address of the customer's location where the service task needs to be carried out. If a Service address exists for the customer, then on selecting a value in the  Customer 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 customer 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.
   
   
   
   
   
   
   

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   The  Create New option will be available in the Service Address field if the following setting is enabled:
   
1. Navigate to Setup > Customization > Layouts.
   
2. Select Work Order Information section.
   
3. Click more options [    ] icon for Service Address field.
   
4. In the Service Address properties pop-up, select the checkbox for Enable Quick Create and click Save.
   

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6. A Billing Address
   
7. The Territory in which the customer is located
   
8. A 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
   
9. An Asset 
   
   An Asset is added when the service is for a product that you have sold.
   
10. A Preferred Slot for the service call
    
11. A Preferred Start Time and a Preferred End Time for the service call.
    
    This field will be displayed if Preferred Time is chosen in Preferred Slot field.
    
    

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    You can customize the drop-down values of Preferred Slot. To do so, follow the steps below:
    
1. Navigate to Setup > Customization > Modules and Fields and click Work Orders module.
   
2. Click Standard layout.
   
3. Click more options [  ] icon for Preferred Slot field and click Edit Properties.
   
4. Add new values for Pick List Properties and click Done.
   
5. Save the changes.
   

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12. Any additional Preference regarding the preferred time
    
13. A Due Date by which the work order should be closed
    
14. Entries for Service Tasks
    
    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 Skills, Parts 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.
    
15. Add the Parts necessary for the service tasks.
    
    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.
    
16. 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.

  

Points to remember 

1. Multiple follow up work orders and Estimates can be created for a work order.
   
2. Any Requests, Estimates, and Follow Up Work Orders created for this Work Order will be displayed in the Work Order Details page.
   
3. A newly created work order will have a status and transitions based on the Field Service Blueprint defined.
   
4. If the Customer uses a different Currency other than the Home Currency (Setup > General > Company Details > Currencies), then the details of the exchange rate will be displayed in the Work Order Edit/Details page.
   

Bookmark Work Orders 

1. Select the Work Orders module and click the work order you want to bookmark.
   
2. Click the Favourite [] icon next to the work order name.
   
   

Editing Work Orders

1. Select the Work Orders module.
   
2. Click the work order you want to edit and in the Work Order details page, click the Edit [] icon next to each section.
   
3. Click Save after making the changes. 
   

Manage Work Orders

1. In each row the Name, Summary, Status, Territory, Created Date, and the Customer of the work order is displayed.
   
2. You can filter the work orders using the Name, Territory, Status, Preferred Start Date, Preferred End Date, and Created Date filters. 
   

       

Create Service Appointments   

1. Go to the Work Order module and click the work order you want to add the service appointment to.
   
2. Click Manage Appointment button at the top or click Service Appointments related list in the right pane and click Manage Appointment.
   
3. Enter the following details, then click Schedule*:
   
1. A 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. A Field Technician or a Crew
   One or more resource can be assigned to the appointment. 

  

Creating Service Appointment for a Service

1. Go to the Work Orders tab and click the work order you want to add the service appointment to.
   
2. Click Manage Appointment button at the top or click Service Appointments related list in the right pane and click Manage Appointments.
   
3. Enter the following details, then click Schedule*:
   
1. In the Service field, retain the service(s) you want to create the appointment for.
   The option to create the appointment for the remaining services (if present) will be displayed (see screenshot below).
2. A 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. A Field Technician or a Crew
   One or more resource can be assigned to the appointment.
   
   
   
   *Instead of scheduling, you can also choose to dispatch the appointment (see screenshot below).