Create work orders from an agreement

In Dynamics 365 Field Service, agreements automatically generate work orders on a recurring schedule. This is useful for planned maintenance, inspections, or any recurring service work where the same tasks need to be performed regularly at one or more customer sites.

For a full overview of agreements, go to Set up customer agreements.

How agreement work order generation works

When an agreement is active and an Agreement Booking Setup (ABS) is configured with a recurrence, the system generates Agreement Booking Dates (ABDs) for each scheduled service date. As each ABD approaches, the system creates a work order automatically based on the Generate Work Orders Days in Advance setting.

The generated work order inherits key values from the agreement and the ABS:

Prerequisites

• An active agreement with at least one Agreement Booking Setup configured. For more information, go to Set up customer agreements.
• The Auto Generate Work Order field on the ABS set to Yes, or you plan to generate work orders manually.
• At least one of the following Field Service security roles:
  • Field Service - Dispatcher
  • Field Service - Administrator

Verify that work orders are being generated

1. In Field Service, change to the Service area.

2. In the Service Delivery section, select Agreements and open an active agreement.

3. On the General tab, select a booking setup in the Booking Setups section.

4. In the Booking Dates section, review the list of generated booking dates.

   • A status of Active means the booking date is upcoming and a work order hasn't been generated yet.
   • A status of Processed means a work order was generated. A lookup to the work order appears on the booking date record.

5. To open the generated work order, select the work order link in the Work Order column.

Manually generate a work order from a booking date

If Auto Generate Work Order is set to No, or if you need to generate a work order earlier than scheduled, you can trigger it manually.

1. Open the agreement and select the booking setup.

2. In the Booking Dates section, open the booking date you want to generate a work order for.

3. Select Generate Work Order in the command bar.

The work order is created immediately and the booking date status changes to Processed.

Schedule a generated work order

Generated work orders appear in the Work Orders view with the status Open-Unscheduled. Schedule them using any of the following methods:

• Manually: Open the work order and select Book to use the schedule assistant.
• Schedule assistant: Go to the schedule board and use the filter panel to find the work order.
• Resource Scheduling Optimization: If RSO is configured, it schedules eligible work orders automatically.

If you configured Auto Generate Booking on the ABS, the work order is automatically booked to the Preferred Resource at the Preferred Start Time when it's generated.

Common issues

Work orders aren't being generated

• Confirm the agreement System Status is Active.
• Confirm the ABS has Auto Generate Work Order set to Yes.
• Check the Generate Work Orders Day in Advance field. If it's blank, the system uses the environment-wide default from Field Service Settings > Agreement > Generate Agreement Work Order X Days in Advance. If that's also blank, work orders generate seven days in advance.
• Confirm the agreement owner has the permissions to create work orders, work order incidents, products, services, and service tasks. Agreement processes run with the permissions of the agreement owner.

Booking dates exist but no work order link appears

The booking date status shows Active until the date falls within the generation window. Check whether today's date is within the Generate Work Orders Day in Advance window relative to the booking date.

Generated work orders are missing products, services, or service tasks

• Check the Incidents section on the ABS to confirm incident types, products, services, and service tasks are configured.
• Review the Copy Incident Items to Agreement setting on each incident type. For more information, go to Create an incident type.
• If the agreement has more than 500 work order child records, time-outs during generation can cause some records to be skipped. Reduce the volume or consult your system administrator about plugin performance.

Next steps

• Set up customer agreements
• Schedule a work order
• Work order life cycle and statuses