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Creating a work order template in the Pega Field Service Admin portal

Updated on March 16, 2021

As a business administrator, create a work order template to define the work that a field worker must perform at a customer location. You can add tasks and specify the duration of the work, as well as the skills and certifications required to perform the work order.

Before you begin: Create a work order type and a task. For more information, see Creating a work order type in the Pega Field Service Admin portal and Creating a task in the Pega Field Service Admin portal.
  1. In the Pega Field Service Admin portal, click Work ordersNewWork order.

  2. In the Create work order window, on the Details tab, enter a name and a short description for the work order.

  3. In the Status field, select one of the following options:

    • If the work order is active in the system, select Active.
    • If the work order type needs to be deactivated, select Inactive.
  4. In the Work order type field, select an expected case type.

  5. In the Duration field, enter the estimated time in hours and minutes that is required to complete this work order.

  6. To add required skills and certifications, click the Add skill and Add certification icons.

    Adding required skills to a work order ensures that the work order is assigned to a qualified field worker, saves you time, and keeps your business processes consistent.
    For example: If all annual maintenance visits for your air conditioner product require a Service Maintenance skill level of at least seven, add that required skill and skill level to the Service Maintenance skill. When you create a work order for a customer’s annual air conditioner maintenance, selecting that service will ensure that only field workers with the required skill are assigned to the work order.
  7. Optional:

    On the Task tab, click Add task to associate a task with this work order, and then complete the displayed fields.

    A task is a specific sub-unit of work that can be performed in the context of a work order, such as completing a safety checklist. When you associate a task within a work order, the task case appears in the corresponding work order case when it is created. For more information, see Creating a task in the Pega Field Service Admin portal.
  8. Click Submit.

  • Previous topic Creating a work order type in the Pega Field Service Admin portal
  • Next topic Creating a task in the Pega Field Service Admin portal

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