---
sourceDocument: Brazil Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Integrated work order entry

# Integrated work order entry {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Work orders in Field Service Management store information about requested work, including customer names and addresses, locations where work is to be performed, and any associated configuration items. Work orders can include one or more
tasks that contain specific details about the work to be performed, such as required agent skills or part requirements.
Work order templates automatically populate the work order with work instructions, tasks
and parts required for the field agent to complete the work order.

Integrating Field Service Management with other ServiceNow products enables you to create a work order from
within the other product's workspace.  
When you create a work order from an integrated product:

* Data from the product record automatically copies to the new work order.
* The work order is available from within the integrated product.
{#Work-order-fsm__ul_yw3_x4m_31c}

## Example: Case Escalation to Field Service {#Work-order-fsm__section_example_case_escalation}

A customer issue cannot be resolved remotely and requires a field technician to visit
the site. The CSM and Field Service Management integration allows support agents to
create a linked work order from an open case, passing all relevant data to dispatch
automatically and updating the case when the work order is closed.
{#Work-order-fsm__table_case_escalation_process_flow__entry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | Customer or Customer Service Agent | Creates case in CSM |
| 2 | Customer Service Agent | Determines field service is needed |
| 3 | System | Generates linked work order with case data |
| 4 | System | Routes work order to dispatch |
| 5 | Technician | Completes job |
| 6 | System | Updates work order and closes case |
[ ]

{#Work-order-fsm__table_case_escalation_process_flow} You can create a work order from the following integrated record types:

Incident
:   Use Field Service in Incident Management to
    create work orders from incidents. For more information, see [Integration with Incident
    Management](https://www.servicenow.com/docs/zKZYxC_4yNadVNdS4oUz~A "With ServiceNow Incident Management for Field Service, create work orders from an incident record and also track the progress of the work order directly in the incident record when a state change occurs or a work note is added to the work order.").

Change
:   Use Field Service in Change Management to
    create work orders from change requests while on a live call or chat with the
    customer. For more information, see [Integration with Change Management](https://www.servicenow.com/docs/F2mb6T~cm2hpGzMYIb8MDA "With ServiceNow Change Management for Field Service, create work orders from a change request and also track the progress of the work order directly in the change record when a state change occurs or a work note is added to the work order.").

Project task
:   Use Field Service in Project Portfolio Management to
    create work orders from project tasks. For more information, see [Integration with Project
    Portfolio Management](https://www.servicenow.com/docs/0EO9sR04vvmx4d9k82PLjg "Link project tasks to work orders to assist with managing installation or deployment projects in the field.").

Service requests
:   Use Field Service in IT Service Management to create
    work orders from service requests.
{#Work-order-fsm__dl_tr2_bqd_jkc}
**Related concepts**   

* [Configuring work order templates](https://www.servicenow.com/docs/1X0_R_GEHV1zLVwJzwLkwQ "Work order templates allow you to quickly create well-defined work orders.")
* [Prepare work orders](https://www.servicenow.com/docs/ljnm8Dr64P5lLFZMS7yUjw "Create work orders, and work order tasks using templates that integrate the right skills and scheduling.")