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Customize Work Order Settings for Field Service

To control how your team works with work orders and work types, customize page layouts and assign user permissions.

Required Editions

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To edit page layouts and set field history tracking: Customize Application
To create and edit users: Manage Internal Users
  1. Assign user permissions.
    Users Who Will... Need These Permissions Permissions Are Auto-Enabled on These Standard Profiles
    Enable Field Service Customize Application System Administrator
    View the Work Orders tab, work orders, and work order line items Read on work orders Read Only, Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator
    Create or clone work orders Create on work orders Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator
    Edit work orders Edit on work orders Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator
    Delete work orders Delete on work orders System Administrator
    Create, clone, edit, or delete work order line items Edit on work orders Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator
  2. Customize the fields and related lists on the following objects’ page layouts.
    Note
    Note If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup, select Rename Tabs and Labels, and enter your own term for the object you’d like to rename.
    Page Layout Recommended Customizations
    Work Order
    • Arrange the fields. The default layout includes only some of the available fields.
    • Confirm that your page layout has the desired related lists:
      • Child Work Orders: The work order’s child work orders
      • Object Milestones: Milestones on the work order (available only if entitlement management is set up)
      • Products Consumed: Products used during the completion of the work order
      • Product Requests: Products requested for the work order
      • Product Request Line Items: Line items on product requests
      • Products Required: Products needed to complete the work order
      • Resource Preferences: Preferred, required, or excluded service resources on the work order
      • Service Appointments: Appointments indicating when the work is scheduled
      • Service Reports: Reports summarizing the work for customers
      • Skill Requirements: Skills needed to complete the work order
      • Time Sheet Entries: Schedule of mobile workers’ time spent on the work order
      • Work Order Line Items: Sub tasks or steps on the work order
    • Optionally, add your own custom values to the Status picklist field. The Status field comes with these default values:
      • New
      • In Progress
      • On Hold
      • Completed
      • Cannot Complete
      • Closed
      • Canceled

      When you create a custom value, select a status category that the value falls into. The available status categories match the default status values. For example, if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete category.

      To learn which processes reference Status Category, see How are Status Categories Used?
    Work Order Line Item
    • Arrange the fields. The default layout includes only some of the available fields.
    • Optionally, add your own custom values to the Status picklist field. The Status field is identical to the Status field on work orders.
    • Confirm that your page layout has the desired related lists:
      • Child Work Order Line Items: The line item’s child line items
      • Product Request Line Items: Line items on product requests
      • Product Requests: Products requested for the line item
      • Products Consumed: Products used during the completion of the line item
      • Products Required: Products needed to complete the line item
      • Service Appointments: Appointments indicating when the work is scheduled
      • Service Reports: Reports summarizing the work for customers
      • Skill Requirements: Skills needed to complete the line item
      • Time Sheet Entries: Schedule of mobile workers’ time spent on the line item
    Work Type
    • Arrange the fields. The default layout includes only some of the available fields.
    • Confirm that your page layout has the desired related lists:
      • Products Required: The products needed to complete the work. Work orders and work order line items inherit their work type’s required products.
      • Skill Requirements: The skills needed to complete the work. Work orders and work order line items inherit their work type’s skill requirements.
    1. To let users view and manage work orders in a variety of places, add the Work Orders related list to any of the following objects’ page layouts.
      • Accounts
      • Assets
      • Cases
      • Contacts
      • Entitlements
      • Maintenance plans
        Note
        Note Before adding the related list, update the field-level security for the Maintenance Plan and Suggested Maintenance Date fields on work orders to make them available to users.
      • Return orders
      • Return order line items
      • Service contracts
  • How are Status Categories Used?
    Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.

See Also