ShareCRM Work Order module allows quick access to a customer’s historical work orders and related contact information when creating a new Work Order. Service and operations staff can monitor Work Order status in real time, track and resolve issues, and collaborate across Departments.

1. Example Business Scenarios

• As an executive, you need to understand the market feedback and reputation of company products, identify product weaknesses, and assess after-sales cost investments.
• As a service manager, collect and manage customer inquiries from multiple channels using the Work Order object, enabling centralized tracking, follow-up, and oversight of Work Orders.
• As a service agent, quickly see your assigned tasks and pending Work Orders, and view the customer’s basic information and past Work Orders while handling a case.

2. Work Order Details

2.1 Work Order Predefined Views

• All:
  • The Owner is the current user or a subordinate of the current user
  • Or the Related Teams include the current user or a subordinate of the current user
  • Or in Data Permission Management the Account’s Data Sharing rule shares records owned by the record owner or the owner’s Dept. with the current employee, the current employee’s Dept., or the current employee’s user group
  • Or data is in My Responsible Departments
• My Responsibilities: Owner is the current user
• Participated by Me: Related Teams include the current user
• My Responsible Departments:
  • The current user is the head of their primary Dept.
  • And the Related Team members’ primary Dept. is that Dept.
  • Note: Whether the responsible Dept. includes all child Dept. data is controlled by CRM Management → Rules Settings → Basic Settings → “Upper-level visible data range”
• Responsible by My Subordinates: Owner is a subordinate of the current user
• My Subordinates Participated: Related Teams include subordinates of the current user
• Shared With Me: In Data Permission Management the Contact’s Data Sharing rule shares records owned by the record owner or the owner’s Dept. with the current employee, the current employee’s Dept., or the current employee’s user group
• Unresolved Work Orders: Owner is the current user; Work Order status is Open or In Progress
• Urgent Work Orders: Owner is the current user; Work Order priority is Urgent
• Closed Work Orders: Owner is the current user; Work Order status is Closed

Note: - CRM administrators can view all data. - Only CRM administrators can see records whose status is Voided; other users cannot view them.

2.2 Business Operations on Work Orders

2.2.1 Create a New Work Order

New Work Order methods: - Manual creation - Entry points: Work Order list page - From related Account detail page → Work Orders - From related Contact detail page → Work Orders - Import — see Import

Business notes when creating a Work Order: - When creating a Work Order, user input for Account and Contact names can use fuzzy or exact matching (configurable by administrators) to prevent data leaks. - Service staff search types - This configuration is used for client lookup in My Dashboard → Service Management. - Fuzzy search: service staff can perform fuzzy lookup by entering at least two characters; the system returns up to 10 results. - Exact search: service staff lookup matches exactly.

• When creating a Work Order, after entering the Account name, the right side of the creation page displays Account information and its historical Work Orders.

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2.2.2 Assign Work Order Owner

• Business description: After a Work Order is created, an administrator assigns the Work Order to a specific owner to follow up and resolve it.
• Who can perform this action: the record Owner, the Owner’s manager, Related Team members with Read/Write permission and their managers, data-sharing parties with Read/Write permission. Roles that can execute: users with the Service Staff role or CRM administrators.
• Entry points:
  • Bulk operation: Work Order list page — select multiple Work Orders and bulk change Owner
  • Single operation: Work Order detail page — More → Change Owner

Automatic assignment of Work Order owners: - Use Workflow to bulk assign Owners for a specific Work Order type.

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2.2.3 Process a Work Order

• Business description: Process the Work Order and update its business status.
• Operation preconditions: Work Order status is Normal and not Locked.
• Who can perform this action: the Owner, the Owner’s manager, Related Team members with Read/Write permission and their managers, data-sharing parties with Read/Write permission. Roles that can execute: users with the Service Staff role or CRM administrators.
• Entry point: Work Order creation/edit page.

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3. Common Work Order Operations

• Common list page operations — see List Common Operations
• Add service records — see Sales Records
• Common business actions such as Change Owner, Add Related Team members, Print, Import, Export, Edit, Void, Delete — see Common Business Operations
• Collaboration-related actions such as Forward, Calendar, Remind — see Common Business Operations

4. Additional Notes for the Work Order Module

• No activation required; available to all tenants.
• The original Service Staff role requires no special configuration; the Work Order module works out of the box.
• Note: Work Orders coexist with the legacy Service Management feature, but legacy Service Management will no longer receive updates. Service staff should use the Work Order object for service operations.