Published at: 2026-09-17

Configure other work order intake channels

Overview

In addition to employee, customer service workbench, customer self-service, and email intake, Work Orders can originate from device QR codes, external business systems, custom apps, or websites. Identity matching, data synchronization, and development requirements vary by channel. Select an approach based on whether the entry must identify the user and match CRM accounts and contacts.

For the complete self-service and email procedures, see Configure end-user self-service intake and Configure email-to-work-order conversion.

Before you begin

Use a ShareService administrator account or an account with the required object, equipment, and integration permissions.
Configure the Work Order record types, fields, and processes used by the intake channel.
For a device QR code, prepare equipment records that end users can view and use for repair requests.
For an external system or custom entry, involve your development team in solution design and implementation.

Select a channel

Scenario	Recommended approach	Primary limitation or dependency
A user scans a code on equipment to request service	Device QR code	Generate and attach the correct code to each device
A Work Order originates in another system and must be assigned and processed in ShareCRM	Integration Platform, custom development, or Open API	Design data synchronization and field mappings
A custom app or website needs a simple Work Order submission entry	Embed a Work Order Smart Form link	The form cannot identify the signed-in user or automatically match CRM accounts and contacts
A custom entry must identify users and match CRM accounts and contacts	Custom development	Contact your account manager and involve your development team

Configure device QR code intake

Generate a device QR code and attach it to the corresponding equipment.
Confirm that scanning the code opens the equipment information and service-request entry.
Submit a test Work Order from the device code and verify that it is associated with the correct equipment.

An end user submits a Work Order after scanning a device QR code

Connect an external business system

If another system creates the Work Order but ShareCRM must assign and process it, synchronize the data to the ShareCRM Work Order object. The source documentation identifies three implementation approaches:

Integrate the systems through ShareCRM Integration Platform.
Contact your account manager to request custom development.
Have your development team synchronize data through ShareCRM Open API.

Before implementation, define field mappings, the target record type, and the downstream process. Complete the remaining configuration according to the selected integration approach.

Add intake to a custom entry

Embed a Smart Form link

Get the Smart Form link for the Work Order object.
Have your development team embed the link in the custom app or website.
Submit a test Work Order and verify the form fields and generated record.

Use a Work Order Smart Form link in a custom entry

A Smart Form link cannot identify the signed-in user in a custom system or automatically match that user to a ShareCRM account and contact. Do not use only a Smart Form when identity matching is required.

Use custom development

If a Work Order from a custom app or website must match ShareCRM accounts and contacts, contact your account manager to request custom development. Your development team must participate in API, identity, and page integration.

Expected results and verification

Submit a test Work Order from the selected external entry.
Verify that its record type, source, account, contact, and equipment association match the capabilities of the selected approach.
Confirm that the Work Order enters the expected assignment and processing workflow.
For a Smart Form, confirm that stakeholders accept its inability to identify signed-in users or automatically match accounts and contacts.

Notes

Do not describe a Smart Form link as providing single sign-on or account identity matching.
External-system synchronization and custom development require participation from your development team. This guide does not provide an API implementation.
Verify that each device QR code corresponds to the correct equipment record. Do not publish QR codes that provide direct access to content.
Customer self-service and email conversion have separate entry, rule, and exception configurations. Use the dedicated guides in Related topics.