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.

Example: Case Escalation to Field Service

A customer issue cannot be resolved remotely and requires a field technician to visit the site. The CSM and Field Service Management integration allows support agents to create a linked work order from an open case, passing all relevant data to dispatch automatically and updating the case when the work order is closed.

Step	Actor	Action
1	Customer or Customer Service Agent	Creates case in CSM
2	Customer Service Agent	Determines field service is needed
3	System	Generates linked work order with case data
4	System	Routes work order to dispatch
5	Technician	Completes job
6	System	Updates work order and closes case

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.

Related topics

Configuring work order templates

Prepare work orders

title	Integrated work order entry
description	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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/field-service-management/Work-order-fsm.html
release	australia
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	ExploreField Service Management