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Work order isn't saved or created successfully

Summary

This article helps you troubleshoot common errors that occur when you try to save or create work orders in Microsoft Dynamics 365 Field Service. It covers plug-in and business rule failures, required field errors that are caused by custom scripts, and incident-type auto-population issues.

Symptoms

When you try to save or create a work order, you notice one of the following issues:

  • After you fill in the work order fields and select Save, you receive the following error message:

    Business Process Error: An error has occurred. Please contact your system administrator.

    In this situation, you can save successfully on the second attempt.

  • You receive the following "required field" error message even though the field appears to be populated:

    You must provide a value for <FieldName>.

  • After you select an Incident Type on the work order, the expected work order products, services, and service tasks don't automatically populate.

Check for a failing plug-in or business rule

A synchronous plug-in or business rule on the work order table might experience an error during the save operation. If the error occurs on only the first attempt, this condition typically indicates a timing issue in which the plug-in depends on related records that don't exist yet.

To identify and fix the issue of a failing plug-in or business rule, follow these steps:

  1. Identify the failing job:
    1. In the Dynamics 365 Field Service app, select Settings (gear symbol) > Advanced Settings.
    2. In the advanced settings area, go to System > System Jobs.
    3. To find the failing job, filter by work order entity errors.
  2. Inspect plug-in registrations:
    1. Go to Power Apps, and select your environment.
    2. Go to Tables > Work Order > Plug-in steps.
    3. Look for custom plug-ins that are registered on the Pre-Operation or Post-Operation step of the work order Create message.
    4. If a plug-in references related records (such as service tasks or products), it might run before those records exist. Move the plug-in to an asynchronous step, or add a null check.
  3. If a business rule causes the error:
    1. Go to Power Apps, and select your environment.
    2. Go to Tables > Work Order > Business rules.
    3. Temporarily disable custom rules in order to isolate the issue.

Verify that custom scripts aren't overriding a required field

A custom form script or business rule might clear or override a field value after the form populates it. Or, a mapped field from the incident type might not transfer the value correctly.

To check form scripts and field mappings:

  1. Open the browser developer tools (F12), and check the Console tab for JavaScript errors that occurred during the save operation.
  2. Go to Power Apps, and select your environment.
  3. Go to Tables > Work Order > Forms.
  4. Open the relevant form, and check whether any On Save event scripts clear or override the field.
  5. If the required field is a lookup, open the referenced record in the Dynamics 365 Field Service app to verify that it still exists and is in an Active state.
  6. Test in a clean environment without customizations to check whether the issue is caused by custom logic.

Verify the incident type configuration and user privileges

The incident type might not be configured correctly or might be inactive. The user might also lack the Create privilege on the child entities. For more information about incident types, see Work order incident type overview.

To check the incident type configuration and user privileges:

  1. In the Dynamics 365 Field Service app, go to Settings.
  2. Select Work Orders > Incident Types.
  3. Open the incident type record and verify that Products, Services, and Service Tasks appear under the related tabs.
  4. Verify that each product or service that's referenced in the incident type is Active in the product catalog. Go to Settings > General > Products to check the product status.
  5. On the work order form, verify that the Price List field is populated by using a valid price list that contains the products. Go to Settings > General > Price Lists to check the price list.
  6. Verify the user has the required security roles and privileges:
    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 > Security roles.
    4. Verify that the user's role has the Create privilege on:
      • Work Order Product (msdyn_workorderproduct)
      • Work Order Service (msdyn_workorderservice)
      • Work Order Service Task (msdyn_workorderservicetask)
  7. If you use custom business rules that hide or lock the Incident Type field, verify that they allow the system to trigger the auto-population logic.

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