fsl-work-order-management

FSL Work Order Management

This skill activates when a practitioner needs to configure the Field Service Lightning work order object model — including work types, work order line items, service appointments, status picklists, and maintenance plan auto-generation. It does NOT cover dispatcher console layout, resource scheduling optimization, or case management.

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Before Starting

Gather this context before working on anything in this domain:

• Confirm the Field Service managed package is installed and Field Service is enabled under Setup > Field Service Settings. Without the package, FSL objects (WorkType, ServiceAppointment, AssignedResource) do not exist.
• Confirm whether the org uses the standard Work Order status picklist or has extended it with custom values. Custom statuses must be managed carefully — SA statuses are entirely independent and require separate picklist management.
• Identify the 10,000 child record limit per Work Order and the 500 Work Order Line Item Gantt visibility limit before designing any bulk work order patterns.

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Core Concepts

The FSL Data Model

The canonical FSL work order hierarchy is:

WorkOrder
  └── WorkOrderLineItem (WOLI)
        └── ServiceAppointment
              └── AssignedResource

A WorkOrder is the top-level container for a field service job. It holds the customer, location, account, and overall status. A WorkOrderLineItem (WOLI) represents a discrete task or product line within the job — for example, "Replace compressor unit" or "Install firmware update". A ServiceAppointment (SA) is the scheduled event for a resource to perform the work; it has its own subject, scheduled start/end, and status lifecycle. An AssignedResource links a ServiceResource (technician) to a specific SA.

WorkOrders can also be created as children of other WorkOrders to model parent-child job hierarchies for complex projects.

WorkType: The Reusable Template

A WorkType record is a reusable template that pre-populates fields on a new WorkOrder or WOLI. Key fields include: