Dynamics 365 Field Service : Add status and sub-status information to a work order

Work orders are at the heart of Dynamics 365 Field Service. They represent service requests or jobs that need to be completed—whether it's a repair, installation, or maintenance task. To track their progress effectively and give teams better visibility, Dynamics 365 allows you to assign both a status and a sub-status to each work order.

Let’s explore what these are and how to set them up.

What is a Work Order Status?

The system status reflects the current stage in the lifecycle of the work order. Some common statuses include:

•  Open – Unscheduled
•  Open – Scheduled
•  Open – In Progress
•  Open – Completed
•  Closed – Posted
•  Closed – Canceled

These statuses are system-defined and drive workflow automation, resource scheduling, and billing behavior.

What is a Sub-Status?

While the system status tells you the broad stage, the sub-status provides additional context or detail. It's customizable, allowing organizations to reflect more granular stages within each main status.

 Example:

 System Status: Open – Scheduled

 Sub-Status: Waiting for Parts, Ready for Dispatch, Technician , Route

Sub-statuses help field teams, dispatchers, and back-office staff better understand the current situation without changing the main workflow.

How to Add or Modify Sub-Status in Dynamics 365 Field Service

1. Go to Field Service App

• Navigate to the Field Service app in your Dynamics 365 environment.

2. Open Advanced Settings

• Click the gear icon and choose "Advanced Settings."

3. Go to Sub-Statuses

• In the sitemap or under Settings > Field Service Settings, find “Work Order Sub-Statuses.”

4. Create a New Sub-Status

• Click + New
• Set the name (e.g., "Awaiting Customer Confirmation")
•  Link it to the appropriate System Status (e.g., Open – Scheduled)
•  Set visibility and default options if needed

5. Save and Publish

6. Use in Work Orders

 Now, when creating or updating a work order, users can select the appropriate sub-status to reflect real-time progress.

Why Use Sub-Statuses?

•  Adds transparency into work order progress
•  Improves communication between field technicians and back office
•  Enables better filtering, reporting, and dashboards
•  Provides data for service optimization and customer satisfaction analysis

Real-Life Example

Imagine a field service company that installs HVAC systems. The system status might be "Open – Scheduled," but the sub-status can help teams know if the parts are ready, if the customer has confirmed the time, or if the technician has left for the site.

This kind of visibility is a game-changer for customer communication and efficient scheduling.

Conclusion

By customizing and using sub-statuses effectively, organizations can greatly enhance the value of work orders in Dynamics 365 Field Service. It turns a basic status update into a powerful operational tool—fueling better coordination, insights, and service delivery.

👉 Learn more or step through it on our blog:

🔗 Add Status and Sub-Status Information to a Work Order