Integrated work order entry
Work orders in Field Service Management store information about requested work, including customer names and addresses, locations where work is to be performed, and any associated configuration items. Work orders can include one or more tasks that contain specific details about the work to be performed, such as required agent skills or part requirements.
Work order templates automatically populate the work order with work instructions, tasks and parts required for the field agent to complete the work order.
Integrating Field Service Management with other ServiceNow products enables you to create a work order from within the other product's workspace.
When you create a work order from an integrated product:
- Data from the product record automatically copies to the new work order.
- The work order is available from within the integrated product.
You can create a work order from the following integrated record types:
Incident
Use Field Service in Incident Management to create work orders from incidents. For more information, see Integration with Incident Management.
Change
Use Field Service in Change Management to create work orders from change requests while on a live call or chat with the customer. For more information, see Integration with Change Management.
Project task
Use Field Service in Project Portfolio Management to create work orders from project tasks. For more information, see Integration with Project Portfolio Management.
Service requests
Use Field Service in IT Service Management to create work orders from service requests.
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