Convert case in Customer Service Hub to Work Order

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Posted on by Community Member Microsoft Employee

Trying to convert my case that I have created before in Customer Service Hub to work order. But there is an error occurs "An incident type is required to convert a case to a work order."
Then I created an "incident type" with Default Work Order Type in Field Servise and still the error occurs. How can I solve this problem?

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ba365guy 2,946 on at

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RE: Convert case in Customer Service Hub to Work Order

Glad to know! You can close the thread by marking the answer as verified.
Community Member Microsoft Employee on at

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RE: Convert case in Customer Service Hub to Work Order

Thank you a lot!

I manage to solve this problem. I find this Field Service Tab in Cases that are in Field Service module. Additionally I had to define Price List for Work Order Type in Incident Type and Sales tax Code for an Account.
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ba365guy 2,946 on at

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RE: Convert case in Customer Service Hub to Work Order

Hi

Customer Service Hub App has case form named "Case for Interactive Experience"

Please go to that form editor via a Settings --> solution OR Settings --> Customization

Just drag the out of the box field "Incident Type" (already existing in field list) on to the form. Save and Publish.

You should see the field now on the form.
Community Member Microsoft Employee on at

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RE: Convert case in Customer Service Hub to Work Order

It's strange but I don't have Field Service Tab
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ba365guy 2,946 on at

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RE: Convert case in Customer Service Hub to Work Order

Hi

Please map case with incident type. In case Form, Field Service Tab, there is a lookup for incident type. Please provide a value in this lookup and convert the case to work order. It should work.