Published at: 2026-09-17

Configure work order objects

Overview

Work Order is a standard ShareService object with the API name CasesObj. You can configure record types for repair, installation, maintenance, and other scenarios. Each record type can have its own fields, page layouts, and visible roles. After you enable Equipment Management, you can also configure Work Orders for one or multiple pieces of equipment.

Before you begin

Use a ShareService administrator account or an account that can configure Work Order objects.
Identify the Work Order scenarios, required fields, and visible roles for each record type.
For equipment Work Orders, enable Equipment Management and prepare the fields used to map Equipment data to Work Orders.

Create a Work Order record type

Go to Work Order > Record Type, and switch to card view.
Select New.
Configure the Work Order type, fields, and roles that can use the record type.
Select Save. The system initializes the create/edit and detail layouts for the record type based on the selected fields.

Copy a Work Order record type

When an existing record type is similar to a new scenario, copy its layouts and then make the required changes.

Go to Work Order > Record Type, and switch to card view.
Select Copy and Create on the source record type.
Configure the new Work Order type and visible roles.
Select the create/edit and detail layouts to copy, and save the new record type.

Copy an existing Work Order record type and its layouts

Preset Work Order fields

Acceptance and service information

Field name	API Name	Field type	Description
Record Type	`record_type`	Record Type
Work Order Number	`name`	Auto Number
Work Order Subject	`display_name`	Formula
Question	`subject`	Single line of text
Problem description	`description`	Multi-line text
Account Name	`account_id`	Lookup
Contact	`contact_id`	Lookup relationship
Phone	`tel`	Mobile phone
Priority	`priority`	Single choice
Source	`resources`	Single choice
External source	`out_resources`	Single choice	The system obtains and backfills by default
Category	`catalog`	Single choice
Related Product	`field_glcp__c`	Lookup
Related Equipment	`field_glsb__c`	Lookup
Appointment service time	`booking_time_range__c`	Appointment time period
Service Location	`field_serviceAddress__c`	Location
Condition before service	`field_gcjl__c`	Multi-line text
Taking photos before service	`field_xcpz__c`	Pictures
After service photos	`field_photos_after_service__c`	Pictures
Situation after service	`field_situation_after_service__c`	Multi-line text

Process and assignment information

Field name	API Name	Field type	Description
Work order status	`cases_state`	Single choice	Can be changed by an application node or a post-process action.
Work Order Status History	`cases_state_log`	Multi-line text	Automatically populated; intended for development use
Current node start time	`field_currentTaskStartTime__c`	Date and time	The system automatically obtains the current business process node start time
Work order process progress	`field_workflowProgressName__c`	Single line text	The system automatically obtains the current business process node name
Work order process status	`field_workflowStatus__c`	Single choice	The system automatically changes, which can be in progress, completed or terminated
External Process Assignee	`field_downstreamDealedUser__c`	Multi-line text	Automatically populated with the current process-node assignee
Enterprise external process progress	`field_workflowPartnerProgressName__c`	Single line text
Enterprise external process status	`field_workflowPartnerStatus__c`	Single choice
Assignment type	`field_assignType__c`	Single choice	System automatically backfills
Dispatch method	`assign_way__c`	Single choice	Automatically populated by the system.
Planned service time	`plan_time_range__c`	Date range
Actual service time	`actual_time_range__c`	Date range
Dispatch Time	`assign_time__c`	Date and time	Automatically populated by the system
Assignment status	`field_assignStatus__c`	Single choice	System automatically backfills
Dispatcher	`assign_user`	Personnel
Service Engineer	`field_xcfwry__c`	User
Collaborating Engineer	`related_service_personnel__c`	User
Reason for transfer	`reasons_for_transfer__c`	Single choice
Reason for order rejection	`reasons_for_rejection__c`	Single choice
Service Group	`field_serviceGroupName__c`	Single Choice	System Automatic Backfill
Service group ID	`field_serviceGroupId__c`	Number	System automatically backfills
Service group dispatcher	`service_group_assign_user`	Personnel	Automatically populated by the system.
In-group dispatch time	`service_group_assign_time__c`	Date and time	Automatically populated by the system.
Order dispatch method within the group	`service_group_assign_way__c`	Single choice	System automatically backfills

Record management information

Field name	API Name	Field type
Status	`cases_status`	Single select
Lock Status	`lock_status`	Single select
Life status	`life_status`	Single choice
Owner	`owner`	User
Owning Department	`data_own_department`	Department
Owner’s Department	`owner_department`	Single-line text
Created At	`create_time`	Date and time
Created by	`created_by`	Personnel
External Owner	`out_owner`	User
Last Modified At	`last_modified_time`	Date and time
Last modified by	`last_modified_by`	Personnel

Don’t use automatically populated or updated fields as manual input fields. When adjusting business-type layouts, include only the fields users need for work-order intake, processes, and dispatch.

Configure a single-equipment Work Order

A single-equipment Work Order lets an end user request service from an Equipment detail page and carries the Equipment information into the Work Order.

Confirm that Equipment Management is enabled.
Configure the system’s default Fault Report button on the device details page, including button layout and usage permissions.
Set the rules for mapping equipment fields to work order fields.
Open a test Equipment record, select Report Fault, and verify the Equipment information in the generated Work Order.

Create a Work Order from Report Fault on an Equipment detail page

Configure a multiple-equipment Work Order

A multiple-equipment Work Order supports one repair or installation request that includes several pieces of equipment.

Enable the multiple-equipment Work Order capability.
Add the Work Order Equipment child object to Work Order to store multiple equipment records on one Work Order.
Add Work Order Equipment details to the Work Order layout, and use a test Work Order to add multiple equipment records.
If each piece of equipment requires different actions after the Work Order advances, use a multiple-equipment Work Order SOP for subsequent field service tasks.

Expected results and verification

Use each target role to create a test Work Order for the corresponding record type.
Verify visible roles, the create/edit layout, and the detail layout.
Verify that manually entered and automatically populated fields appear and update as configured.
For equipment Work Orders, verify field mappings. For multiple-equipment Work Orders, verify Work Order Equipment details and downstream tasks.

Notes

Saving a new record type initializes its layouts from the selected fields. After changing fields, review the corresponding layouts.
Equipment Work Orders require Equipment Management. You cannot configure the Equipment service entry until it is enabled.
A single-equipment Work Order uses Related Equipment and field mappings. A multiple-equipment Work Order stores records in the Work Order Equipment child object. Do not mix these data structures.
The system automatically populates or changes several process, assignment, and service-record fields. Their final values depend on downstream process configuration.