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Outsourced Service Provider agent tasks › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create work order

An OSP agent can create a work order so that it can be assigned to a Field Service agent.

Before you begin

Role required: sn_csm_ocs.ext_agent and you must have installed Customer Service Management with Field Service Management plugin.

Procedure

  1. Go to My Cases and open a case.

  2. Click Work Orders related list.

  3. Click New.

  4. Click Submit.

  5. View work order status to update the customer of the status.

    Note: You cannot create a new work order until the previous one is closed or deleted.