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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Work orders

# Configuring work orders {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Field Service Management uses a task-driven process, wherein each work order encapsulates a list of essential tasks. Upon the creation of a work order, a corresponding task record is instantly generated. Task-driven processing
can provide structure and clarity for intricate projects.

Work orders are the driving force behind Field Service Management. They define what Field Service agents must do to complete their jobs.

Work orders follow a specific life cycle and move through a series of states. The states can vary based on your configuration. For example, if you want to qualify work orders before they're assigned, then you can enable
qualification. Qualification adds the Awaiting Qualification and Qualified work order states. For more information, see [Work order states](https://www.servicenow.com/docs/B4VySCEcbyGDA~9~YBTjCg "Work order follow a specific life cycle and move through a series of states, which are displayed in the State field on the work order record.").

Each work order requires at least one task, with the option to add more to cover all facets of the request. While tasks can be assigned to different groups and operate autonomously from the main work order request, the progression and
completion of these tasks influence the overall state of the parent work order.

Preconfigured example work orders are included with the Field Service Management Demo Data plugin (com.sng work management.demo).

## Configuration overview {#configure-work-orders__section_pyb_2wh_jcc}

Optionally, set up one or more work order configurations.

* [Configuring work order templates](https://www.servicenow.com/docs/WZ_y7PsRBmUq74UX5yf6hQ "Work order templates allow you to quickly create well-defined work orders.")

  Use templates to populate fields on a work order. For example, if you regularly add certain skills or parts to work orders, you can use templates to add those
  fields faster.
* [Configure the qualification state for work orders](https://www.servicenow.com/docs/v880mbRlKrD0VydHwGfiOA "Enable work order qualification so work orders move from draft to awaiting qualification, and then qualified before they’re ready for dispatch. Qualification allows for a quality check to make sure that the work order meets a certain standard before it moves to the next step.")

  Allow for a quality check to make sure that the work order meets a certain standard before it moves to the next step.
* [Customizing state flows](https://www.servicenow.com/docs/_VE2bwBZoppfR66tlFOzWw "State flows control the sequence in which records transition between states in the Field Service Management applications.")

  Customize state flows to replace the standard process that controls how requests and their associated tasks move between states. This can be helpful if you
  need to add, remove, or change the states that work orders follow.
* [Configuring Template Management for Field Service](https://www.servicenow.com/docs/Q1PFgENZv4ZvnjVe4sX~mQ "Set up the advanced configurations for work order templates to enable the templates to process data dynamically instead of using the static information described in the work order templates.")

  Provide advanced configurations for work order templates that enable the templates to work dynamically while creating a work
  order.
* [Signed PDF summaries for closed work orders](https://www.servicenow.com/docs/YoepBDkUb9T7zduNTDcqwg#work-order-sign-and-confirm-pdf "In Field Service Management, customers can digitally sign and confirm work orders that are closed with the Closed Complete or Closed Incomplete state. A PDF summary of the signed work order is then created.")

  Allow customers to digitally sign a PDF, and confirm that work orders are closed. A summary of the work order is created that includes the
  completed tasks, parts used and returned, incidental expenses, and the time required to complete the work.
{#configure-work-orders__ul_mmd_ppk_fcc}