--- title: "Creating Work Orders" slug: "creating-work-orders" updated: 2026-05-11T19:14:06Z published: 2026-05-11T19:14:06Z canonical: "help.idibilling.com/creating-work-orders" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.idibilling.com/llms.txt > Use this file to discover all available pages before exploring further. # Creating Work Orders The IDI platform lets you create work orders from multiple modules and objects. You can create work orders from: - an order via workflow actions. - Manually in any of these web modules - a Customer Care account. - a Ticket. - Workflow. > [!NOTE] > **Note:** > > When you create a work order directly from the Workflow application, the customer and site information needs to be entered manually, so it is recommended that a work order be created from a Customer, Ticket, or workflow action. The following sections demonstrate each of the above methods. ## From a Web Order Via Workflow Actions The Workflow actions gallery has several actions to support this. The *Create Work Order* is required. The *Wait for Signal* action is optional but recommended. Also, the *Set Work Order Extended Data* action lets you automate setting extended data on a work order. It gives you the flexibility to determine when in your business process you want to update the extended data. #### Create Work Order Action This action is required and is located in the gallery under the *Field Service Order* category. It creates a work order in the IDI platform and sends the work order to Zinier. The single action performs three functions: - Creating/updating the Zinier customer account. - Creating/updating the Zinier work order site. - Creating the work order. Review the required and optional parameters below and determine how to source the values. You can: - Populate the values manually using user defined extended data. - Populate the values automatically using data lookups. - Populate the values using a combination of data lookups and manually updated data. Parameters marked with an asterisk are required. > [!NOTE] > **Note:** > > The *Extended Data Output Key* parameter and the *Primary Link* parameters below it apply when using extended data. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-236.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) Below are examples of data lookups to populate the Customer ID and Customer Name parameters: - Customer ID = **#[Order(@[CartID]).CustomerID]** - Customer Name = **#[CustomerSummary(@[CustomerID]).CustomerName]** | **Customer ID** | This is the IDI customer ID for whom the request is being generated, | | --- | --- | | **Customer Name** | This is the customer name. | | **Address Reference ID** | This is the contact ID or service address ID used to create or update the site in Zinier. | | **Contact Name** | This is the customer contact name. | | **Address 1** | This is the street address for the site. | | **Address 2** & **3** | Use for additional address information as needed. | | **PhoneNumber** | This is the site contact phone number. Use the contact’s mobile phone as Zinier has the capability to send SMS text updates. | | **Email** | This is the site contact email address | | **Region** | This is the Zinier region. **Note**: It may be helpful to map the Zinier regions to an existing IDI value, like Market. | | **SiteName** | Provide a description name for the Zinier site. | | **City** | This is the site city. | | **State** | This is the site state. | | **Country** | This is the site country. | | **ZipCode** | This is the site zip code. | | **Workflow SignalName** | This is the *Signal Name* that will be used to advance workflow when the Zinier work order is completed. Signal Name is specified in the Wait for Signal action as described below. | | **Work OrderType** | This is the work order type, configured in Workflow, to be used for this field service order. | | **Description** | This is optional. | | **OrderID** | Assign “@[CartID]” value if using with Workflow. | | **Extended Data Output Key** | You can use this parameter to capture the ID of an object created by a workflow action so it can be used in subsequent workflow steps. For example, when you use the Create Work Order action, the system will capture the Work Order ID to let you use it in the *Set Work Order Extended Data* action. To use the Extended Data Output Key: - Create a User-Defined Extended Data property on the Workflow. For example, WorkOrderID. - Add WorkOrderID to the Extended Data Output Key parameter on the Workflow action. This tells the system to capture and save the newly created work order ID to the WorkOrderID extended data value. > [!NOTE] > **Note:** > > Do not use @ or open and closed brackets ( [, ] ) when entering the extended data value. That would direct the system to *Write* the value versus *Read* the value. | | **Primary Link Reference Type**: | This includes the object type of the item you want to associate the work order with. You can choose *Order, Customer, or Ticket.* | | **Primary Link ReferenceID** | This includes the object ID of the item you’re linking the work order to. For example, use @CartID to link to the order or @TicketID to link to a Ticket. | | **Primary Link Display Name** | This lets you customize the display name of the Link value on the Work Order display page. The system concatenates the Primary Link Reference Type and the Primary Link Reference Display Name into the Link value. In the example above, if CartID = 1234, the system would display Order 1234. | #### Set Work Order Extended Data Action The *Set Work Order Extended Data* action lets you update the extended data on the work order based on your specific business process. The action is available under the Field Service category. The action has two parameters: - **Work Order ID**: This is the ID of the IDI Work Order that you’re adding extended data to. - **Extended Data:** This contains a JSON string of the extended data property and value you want to populate the property. For example, the JSON syntax: {“OrderID”: “@[CartID]”} will update the OrderID extended data value with the submitted order. > [!NOTE] > **Note:** > > Ensure the property names in the JSON string match the *Field Label* of the Extended Data configured on the Work Order Type. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-237.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-238.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) #### Wait for Signal The Wait for Signal action is optional (but recommended) and is located in the gallery under the *Workflow* category. It provides a way for external systems to impact a running Workflow instance. This action lets the field service platform trigger the completion of the task when the work order is completed, allowing workflow to move to the next configured step. The action will remain *in-process* until a signal is received from an external system. When a signal is received, the system will complete all running instances of the task that have the same *Signal Name*. Signals provide an abstraction over the workflow instance, allowing the workflow to be triggered without the external system needing to know anything about the workflow instance, such as specific WorkItemInstanceID values. Signal names are simple string values assigned the *Wait For Signal* task. Signal names should be human readable for easier interpretation about how the signal is used. For example, a signal that indicates a field service work order was completed could have the name *FIELDSERVICE_WORKORDER_COMPLETED*. Signal names are case insensitive to avoid confusion. Make the names unique within a workflow definition. They can be reused across multiple workflow definitions. ![A screenshot of a computer screen Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-screen-description-aut-22.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) #### Items to Consider When Creating the Workflow Definition Here are some items to consider when adding the field service workflow actions to a new or existing workflow definition. #### **When and Where:** - What types of service require field service? - Determine the services like fiber, hosted voice, etc., that may require a site visit. - What types of orders (new install, disconnect, etc.) and corresponding workflows require field service? - Determine what types of order actions require a site visit. - Does the workflow always require field service or should the action be placed behind a conditional? - Determine the type of work orders the workflow should generate and whether they’re always or conditionally required. For example, the customer site already has fiber running to the premises, so all that is required is to install the service. - Where in the workflow should we add the actions? - Are there steps that must be completed before creating the work order? - Can steps run in parallel while the work order is being completed? - What steps depend on the work order being completed? #### **Data Collection:** - Where should we source the information required to create a work order? - The information can be collected manually using User Defined Extended Data. - The information can be automatically populated using data lookups. - Where am I sourcing the site address information from? - Can I always source the site address from a consistent source, like the customer’s primary customer address? - Should we consider creating a new “Site” contact type that is always used for field service work? #### Embedding Workflow Actions in Workflows When embedding field service actions into your workflow definition, perform the *Create Work Order* action first. The *Wait for Signal* action should come after the Work Order is completed. > [!NOTE] > **Note:** > > Use the same workflow *Signal Name* value in both actions. ![A screenshot of a computer screen Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-screen-description-aut-23.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) ## Creating a Work Order Manually This can be done from an account in Customer Care, from a Ticket, or from Workflow. > [!NOTE] > **Note**: > > When you create a work order directly from the Workflow application, the customer and site information needs to be entered manually, so it is recommended that a work order be created from a Customer, Ticket, or workflow action. #### Basics This describes the Create Work Order form which applies regardless of where you initiate the manual process. Specific procedures and considerations for Customer Care, Tickets, and Workflow are provided following this *Basics* section. Initially the form provides three sections for Work Order, Customer, and Site Information. > [!NOTE] > **Note**: > > An additional section for Extended Data is provided once the work order type has been selected. Enter the Work Order, Customer, and Site Information as applicable, then proceed to Extended Data as needed. ![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-220.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) #### Managing Extended Data when Manually Creating a Work Order The Extended Data section will display once the work order type has been selected. > [!NOTE] > **Notes**: > > - Required extended data values must be filled in before saving and creating the work order. > - Users can change or edit any values before saving. > - Data lookups are executed upon clicking **Save**. As a result, the property will display the configured data lookup syntax. > [!TIP] > **Tip:** > > When configuring the extended data values, move the values being populated manually to the top and the data lookup values to the bottom. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-239.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) Saving the work order creates the work order in Zinier and the IDI solution and opens it in Workflow. From there you can schedule work order tasks as defined by the Zinier work order template. See *Viewing Work Orders in Workflow andScheduling Work Order Tasks*. ### From an Account in Customer Care You can initiate a new work order from a customer’s account in Customer Care. The system prepopulates the work order site with address information collected from the account to facilitate creating new work orders. Work orders can be created from two places in Care. - In the Information Center, select the *Work Orders* tab (truck icon), then click **Create Work Order**. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-240.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) - From the Account Summary, select **Account** > **Work Orders**. Then click **Create Work Order** on the Work Orders page. ![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/word-image-11154-31-3.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-241.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) Either method displays the *Create Work Order* form. The first step is to select or search for a contact or service. You cannot choose both. This selection prepopulates the associated address as the work order site. Click the associated **Use This Address** button to select a contact or service. > [!NOTE] > **Notes**: > > - IDI recommends using Contact as it prepopulates the *Email* and *Site Name* fields. > - Rather than use a listed contact, you can create a new contact. > - For services, the system defaults to primary customer address. Services linked to *Service Addresses* are not currently supported. The service will be displayed on the work order. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-242.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) This selection enables the **Select and Continue** button. Click to display the New Work Order form in Workflow. The form is populated with the account, contact, and address information collected from the account. All the data can be added or updated. Select a *Work Order Type* and *Region*, verify all required values are populated, and save. > [!NOTE] > **Note**: > > The *Region* selector pulls values directly from the Zinier application to keep the values in sync. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-243.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) Saving the work order creates the work order in Zinier and the IDI solution and opens it in Workflow. From there you can schedule work order tasks as defined by the Zinier work order template. See *Viewing Work Orders in Workflow andScheduling Work Order Tasks*. ### From a Ticket You can create work orders and view work order information directly from an IDI ticket. The system prepopulates the work order with data collected on the ticket to facilitate creating a new work order. To create a work order from a ticket, the following criteria must be met: - The ticket must be a *Customer Ticket*. - The ticket must be assigned to a customer account. - A contact or service affecting location must be assigned to the ticket. Select the *Work Order* tab in the Ticket Information Center and click **Create Work Order**. ![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-221.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) ![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-222.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) This displays the Create Work Order form. The first step is to select a contact or service. You cannot choose both. This selection prepopulates the associated address as the site for the work order. Click the associated **Use This Address** button. > [!NOTE] > **Note:** > > Contact is recommended because it prepopulates the email and phone number fields. ![A screenshot of a computer AI-generated content may be incorrect.](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-ai-generated-content-m-244.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D) The selection enables the **Select And Continue** button. Click to display additional fields on the form prepopulated with the account, contact, and address information collected from the ticket. From here the process is the same as initiating a work order from Customer Care. From Workflow You can create a work order directly from the Workflow application. The customer and site information needs to be entered manually, so it is recommended that a work order be created from a Customer, Ticket, or workflow action. The intended use case is for orders not directly associated with a customer’s address. For example, a fiber cut that is not in a customer account location or for network equipment locations. Select **Create Work Order** from the Work Order search page. ![A white background with a black line Description automatically generated with medium confidence](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-white-background-with-a-black-line-description-10.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A31%3A28Z&se=2026-11-14T11%3A31%3A28Z&sr=c&sp=r&sig=fR%2FtW3pU84utCaWbUfe%2BlOrJso4HIgL9Xp2gMmAmivs%3D)