Published at: 2025-10-31
Work Order Object
ShareCRM Service Work Order integrates 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 and consult across different channels, enabling businesses to handle service requests promptly and effectively.
The Work Order is a standard object with API Name: CasesObj
1. Work Order Record Types
1.1 Quick Creation of Work Order Types
- Work Order Record Types: Configure different work order types (e.g., Repair, Installation, Maintenance) as needed.
- Navigate to Work Order > Record Types in card view and click “New.”
- On the Work Order Type creation page, set the type, required fields, and visible roles for the new type.
- Click “Save.” The system will automatically generate the layout for the new/edit page and detail page based on the selected fields.
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1.2 Quick Copy and Create Work Order Type
- In Work Order > Record Types (card view), select a specific record type and click “Copy and Create.”
- Set the work order type, select visible roles, and choose layouts (new/edit page and detail page) to copy.
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2. Work Order Field Descriptions
Preset Fields for Work Order
| Field Name | API Name | Field Type | Remarks |
|---|---|---|---|
| Record Type | record_type | Record Type | |
| Work Order Number | name | Auto Number | |
| Work Order Subject | display_name | Formula | |
| Issue | subject | Text | |
| Description | description | Text Area | |
| Account Name | account_id | Lookup (Account) | |
| Contact | contact_id | Lookup (Contact) | |
| Phone | tel | Phone | |
| Priority | priority | Picklist | |
| Source | resources | Picklist | |
| External Source | out_resources | Picklist | Auto-filled by system |
| Category | catalog | Picklist | |
| Related Product | field_glcp__c | Lookup (Product) | |
| Related Equipment | field_glsb__c | Lookup | |
| Scheduled Service Time | booking_time_range__c | Time Range | |
| Service Location | field_serviceAddress__c | Location | |
| Pre-Service Condition | field_gcjl__c | Text Area | |
| Pre-Service Photos | field_xcpz__c | Images | |
| Post-Service Photos | field_photos_after_service__c | Images | |
| Post-Service Condition | field_situation_after_service__c | Text Area | |
| Work Order State | cases_state | Picklist | Updated via workflow or process |
| State Transition Log | cases_state_log | Text Area | Auto-filled (developer parameter) |
| Current Node Start Time | field_currentTaskStartTime__c | DateTime | Auto-captured |
| Workflow Progress | field_workflowProgressName__c | Text | Auto-captured |
| Workflow Status | field_workflowStatus__c | Picklist | Auto-updated: “In Progress,” “Completed,” “Terminated” |
| External Process Handler | field_downstreamDealedUser__c | Text Area | Auto-captured |
| External Progress | field_workflowPartnerProgressName__c | Text | |
| External Status | field_workflowPartnerStatus__c | Picklist | |
| Assignment Type | field_assignType__c | Picklist | Auto-filled |
| Dispatch Method | assign_way__c | Picklist | Auto-filled |
| Planned Service Time | plan_time_range__c | Date Range | |
| Actual Service Time | actual_time_range__c | Date Range | |
| Dispatch Time | assign_time__c | DateTime | Auto-filled |
| Assignment Status | field_assignStatus__c | Picklist | Auto-filled |
| Dispatcher | assign_user | User | |
| Service Engineer | field_xcfwry__c | User | |
| Co-Engineer | related_service_personnel__c | User | |
| Transfer Reason | reasons_for_transfer__c | Picklist | |
| Rejection Reason | reasons_for_rejection__c | Picklist | |
| Service Group | field_serviceGroupName__c | Picklist | Auto-filled |
| Service Group ID | field_serviceGroupId__c | Number | Auto-filled |
| Group Dispatcher | service_group_assign_user | User | Auto-filled |
| Group Dispatch Time | service_group_assign_time__c | DateTime | Auto-filled |
| Group Dispatch Method | service_group_assign_way__c | Picklist | Auto-filled |
| Status | cases_status | Picklist | |
| Lock Status | lock_status | Picklist | |
| Lifecycle Status | life_status | Picklist | |
| Owner | owner | User | |
| Owning Department | data_own_department | Department | |
| Owner Department | owner_department | Text | |
| Created Time | create_time | DateTime | |
| Created By | created_by | User | |
| External Owner | out_owner | User | |
| Last Modified Time | last_modified_time | DateTime | |
| Last Modified By | last_modified_by | User |
3. Equipment Work Orders
Prerequisite: Enable Equipment Management.
3.1 Single Equipment Work Order
- Allows users to submit work orders directly from equipment records, with relevant fields auto-mapped to the work order.
- The system provides a preset “Fault Report” button on equipment detail pages. Configure its layout, permissions, and field mapping rules as needed.
Use Case: External Terminal users submit work orders by clicking “Fault Report” after querying equipment data.
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3.2 Multiple Equipment Work Orders
Use Case: Submit a single work order for multiple faulty devices requiring repair.
- Enable multi-equipment work orders by adding the “Work Order Equipment” Sub-object to the Work Order object.
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- For field service scenarios where a work order involves multiple devices with different task requirements, use Multi-Equipment Work Order SOPs.
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