Dynamics 365 Field Service: Prerequisites to Converting Cases to Work Orders


Converting Customer Services Cases to Field Service Work Orders is a fundamental process in Dynamics 365 Field Service. The “Convert To Work Order” button is front and center in the user experience. However, you must perform some setup to take advantage of this function.  

Dynamics 365 Field Service

Incident Types

Think of Incident Types as service templates that allow users to create work orders quickly for jobs your organization performs frequently. Let’s say you install and maintain solar panels. Between dirt, leaves, bird droppings, etc., solar panels require routine cleaning. As a result, you want to create an Incident Type > Panel Cleaning. Set up correctly, the Panel Cleaning Incident Type will pass data to the Work Order, so your user doesn’t have to build the Work Order from scratch. Examples of other Incident Types:

  • Power outage
  • Annual maintenance
  • Elevator stopped

Dynamics 365 Field Service

Work Order Types 

Installation, maintenance, repair, site inspection–these represent different Work Order Types. Categorizing Work Order Types helps deliver valuable data to other system areas, such as the Field Service schedule board, system views and reports.

Dynamics 365 Field Service

Associate a default Work Order Type to each Incident Type

Dynamics 365 Field Service

Price Lists

The Work Order leverages Items and Price Lists from your Catalog. Associate each Work Order Type to a Price List, ensuring the correct prices for products and services populate the Work Order.

Dynamics 365 Field Service

Tax Codes

Is your Work Order Type a taxable transaction? If it is, create Tax Codes and associate them to the customer Account record on the Servicing tab on the Account form.

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Dynamics 365 Field Service

After the above setup, you are ready to launch the Field Service process from a Case record. You’ll start by associating an Incident Type to the Case record.

Dynamics 365 Field Service

Associate the Case at the Account level, not the Contact level. Now you click the “Convert to Work Order” button and generate your Work Order. 

I hope this helps organizations getting started with Field Service. If you have questions or would like us to work with you on Field Service, please reach out. We’re here to help!

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Jessica Stansberry, Senior Dynamics 365 Application Consultant, Dyn365Pros, Dynamics 365 Partner, San Diego, Los Angeles, Orange County, Southern California.