Published at: 2025-10-31

Work Order Object

ShareCRM Service Work Orders seamlessly integrate with multiple channels including WeChat, mobile apps, official websites, call centers, and partner portals to efficiently resolve customer inquiries, complaints, and on-site service requests. Customers, service providers, and support agents can submit tickets across these channels, enabling businesses to promptly address diverse service needs.

The Work Order object is a standard object with API Name: CasesObj

1. Work Order Record Types

1.1 Creating New Work Order Types

  1. Work Order Record Types: Configure different work order types (e.g., Repair, Installation, Maintenance) as needed.
  2. Navigate to Work Orders > Record Types in card view mode and click “New”.
  3. On the creation page, define:
    • Work Order Type
    • Required fields
    • Visible Roles for this type
  4. Click “Save”. The system automatically initializes the layout for create/edit pages and detail views based on selected fields.

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1.2 Duplicating Work Order Types

  1. In Work Orders > Record Types (card view), select a record type and click “Duplicate and Create New”.
  2. Configure:
    • New Work Order Type
    • Visible Roles
    • Layouts to copy (create/edit pages and detail views)

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2. Work Order Field Reference

Standard Work Order Fields

Field Name API Name Field Type Notes
Record Type record_type Record Type  
Work Order Number name Auto-number  
Work Order Subject display_name Formula  
Issue subject Text  
Description description Long Text  
Account account_id Lookup  
Contact contact_id Lookup  
Phone tel Phone  
Priority priority Picklist  
Source resources Picklist  
External Source out_resources Picklist Auto-populated
Category catalog Picklist  
Related Product field_glcp__c Lookup  
Related Equipment field_glsb__c Lookup  
Scheduled Service Time booking_time_range__c Time Slot  
Service Location field_serviceAddress__c Geolocation  
Pre-Service Condition field_gcjl__c Long Text  
Pre-Service Photos field_xcpz__c Image  
Post-Service Photos field_photos_after_service__c Image  
Post-Service Condition field_situation_after_service__c Long Text  
Work Order State cases_state Picklist Updated via workflow
State Transition Log cases_state_log Long Text System audit trail
Current Node Start Time field_currentTaskStartTime__c DateTime Auto-captured
Workflow Progress field_workflowProgressName__c Text Current node name
Workflow Status field_workflowStatus__c Picklist Active/Completed/Terminated
External Processor field_downstreamDealedUser__c Long Text Current handler
Partner Workflow Progress field_workflowPartnerProgressName__c Text  
Partner Workflow Status field_workflowPartnerStatus__c Picklist  
Assignment Type field_assignType__c Picklist Auto-populated
Dispatch Method assign_way__c Picklist Auto-populated
Planned Service Window plan_time_range__c Date Range  
Actual Service Window actual_time_range__c Date Range  
Dispatch Time assign_time__c DateTime Auto-populated
Assignment Status field_assignStatus__c Picklist Auto-populated
Dispatcher assign_user User  
Service Technician field_xcfwry__c User  
Supporting Technician related_service_personnel__c User  
Reassignment Reason reasons_for_transfer__c Picklist  
Rejection Reason reasons_for_rejection__c Picklist  
Service Group field_serviceGroupName__c Picklist Auto-populated
Service Group ID field_serviceGroupId__c Number Auto-populated
Group Dispatcher service_group_assign_user User Auto-populated
Group Dispatch Time service_group_assign_time__c DateTime Auto-populated
Group Dispatch Method service_group_assign_way__c Picklist Auto-populated
Status cases_status Picklist  
Lock Status lock_status Picklist  
Lifecycle Status life_status Picklist  
Owner owner User  
Owning Department data_own_department Department  
Owner’s Department owner_department Text  
Created Date create_time DateTime  
Created By created_by User  
External Owner out_owner User  
Last Modified Date last_modified_time DateTime  
Last Modified By last_modified_by User  

3. Equipment Work Orders

Prerequisite: Equipment Management must be enabled

3.1 Single Equipment Work Orders

  • Enables direct work order submission from equipment records with automatic field mapping
  • The system provides a preset “Fault Report” button on equipment detail pages. Organizations can customize:
    • Button layout and permissions
    • Equipment-to-work-order field mapping rules

Use Case: Terminal users submit work orders directly after querying equipment data

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3.2 Multiple Equipment Work Orders

Use Case: Submitting one work order for multiple faulty devices

  • Enable multi-equipment work orders by adding the Work Order Equipment Sub-object
  • Supports submitting multiple devices per work order

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  • For field service scenarios requiring different tasks per device:

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