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Agreement booking setup doesn't create work orders

Summary

This article helps you troubleshoot scenarios in which expected work orders aren't automatically created from agreement booking dates in Microsoft Dynamics 365 Field Service. The article covers common checks for inactive agreements, background system job failures, missed generation windows, and user access issues that can prevent automatic work order creation.

Symptoms

You set up an agreement by using an Agreement Booking Setup and a recurrence pattern. However, on the expected generation date, you notice one or more of the following issues:

  • No work orders are generated for the agreement booking date.
  • Work orders are generated for some agreement booking dates but not for others.
  • The agreement booking date record exists, but its status remains Not Generated.

Verify that the agreement is active

The agreement must have both its System Status property set to Active and its Sub-Status property set to an active value before the system can generate work orders. Agreements that still have a Draft or Canceled status don't trigger work order generation.

To check and update the agreement status:

  1. In the Dynamics 365 Field Service app, go to the Service area.
  2. Go to Service Delivery > Agreements, and open the agreement record.
  3. Verify that System Status is set to Active and Sub-Status is set to an active value. For more information about substatuses, see Set up agreement substatuses.
  4. If the agreement set to Draft, select Activate on the command bar.

Check the background system job for errors

Work order generation relies on a background system job. If the asynchronous service is paused or the job encounters an error, work orders aren't created on schedule.

To check the system job status:

  1. In the Dynamics 365 Field Service app, select Settings (gear symbol) > Advanced Settings.
  2. Go to System > System Jobs.
  3. Search for the system job named Field Service - Process Agreement Booking Dates.
    • If the job appears as Failed, open it to review the error details.
    • If the job appears as Waiting, check in the Power Platform admin center to see whether the asynchronous service is running.
  4. To manually trigger generation, update the Agreement Booking Date record status or reactivate the agreement.

Verify the booking date

Dynamics 365 Field Service generates work orders within a configurable number of days before the booking date. If the booking window has already passed, the system doesn't create the work order.

To review and adjust the generation window:

  1. In the Dynamics 365 Field Service app, select the Settings area from the bottom-left corner (change area selector).
  2. Under General, select Field Service Settings, and then select the Agreement tab.
  3. Review the Generate Work Order X Days in Advance value. This setting controls how many days before the booking date the system creates the work order. For more information, see Agreement settings.
  4. If the booking date is past the generation date window, manually create the work order or adjust the next booking date to a future date that's within the window.

Verify that the activating user has the required access

The system processes agreements in the security context of the user who activated the agreement. If that user's account is disabled or no longer has the required security roles, work orders might not be generated.

To check and resolve user access issues:

  1. In the Dynamics 365 Field Service app, open the agreement record.
  2. To identify the user who activated the agreement, select Related > Audit History.
  3. Check whether that user is disabled:
    1. Sign in to the Power Platform admin center.
    2. Select Manage, and then select your environment.
    3. Go to Settings (gear symbol) > Users + permissions > Users, and search for the user.
  4. If the user is disabled, use one of the following options:
    • Re-enable the user account temporarily so that the system can process the agreement.
    • Deactivate the agreement, and reactivate it for an active user who has the Field Service - Administrator or Field Service - Dispatcher security role.

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