Field Service ERP Work Order Lifecycle Management
A work order in field service represents the full lifecycle of a service event: problem identification, technician dispatch, on-site execution, parts consumption, and job closeout. When the work order lifecycle spans both a field service platform and an ERP system, maintaining data consistency across states is critical. Dropped handoffs between systems result in unbilled work, phantom inventory, and inaccurate service history.
Work Order Creation and ERP Service Order Generation
Work orders originate from multiple channels: customer calls, IoT alerts, preventive maintenance schedules, or warranty claims. Regardless of origin, each work order must generate a corresponding service order or maintenance order in the ERP to accumulate costs and trigger material reservations. The creation event establishes the financial container that captures all downstream costs.
- Case-to-Work Order conversion in the field service platform triggers ERP service order creation via API or middleware
- ERP service order header carries customer account, asset reference, problem code, and cost center from the work order
- Material reservation in the ERP locks required parts against warehouse inventory at work order creation time
- Priority and SLA data from the work order set ERP scheduling parameters for resource allocation and due dates
- Work order type (break-fix, preventive, installation, inspection) maps to ERP service order category for cost allocation rules
Dispatch, Execution, and Real-Time Status Updates
Once a technician is dispatched, the work order enters an active state where labor time, travel time, and activities are tracked in the field service platform. These execution details must flow to the ERP in near-real-time or at job completion to keep cost accumulation current. Status transitions in the field service platform trigger corresponding state changes in the ERP service order.
- Technician clock-in and clock-out events post labor transactions to the ERP service order with employee ID and labor type
- Travel time captured via mobile GPS or manual entry posts as a separate cost line on the ERP service order
- Activity completion checklists from the field service mobile app sync to ERP as service operation completions
- Status transitions (Dispatched, En Route, On Site, Completed) update ERP service order status for real-time visibility
- Technician notes and photos attached to the work order sync to ERP service order documentation for audit and compliance
Work Order Closeout and Financial Settlement
Closing a work order triggers the final cost rollup in the ERP, including labor, materials, travel, and any subcontractor charges. The ERP determines whether the work is billable, covered under warranty, or charged to a service contract. Financial settlement closes the ERP service order, generates an invoice or deducts from a contract balance, and updates the asset's service history.
- Work order completion in the field service platform triggers ERP cost rollup across all posted labor and material transactions
- Warranty validation in the ERP checks asset coverage dates and claim eligibility before determining billing disposition
- Service contract entitlement deduction reduces remaining visit count or prepaid hours in both systems simultaneously
- Billable work orders generate ERP invoices with line-item detail matching the work order labor and parts consumed
- Asset service history in the ERP updates with completed work order details for lifecycle tracking and future maintenance planning
Need end-to-end work order lifecycle management across your field service platform and ERP? Contact our integration specialists.
Related Resources
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