Work order status doesn't change as expected

Summary

This article helps you troubleshoot scenarios in which a work order doesn't change to the expected status (for example, from Open to Completed) in Microsoft Dynamics 365 Field Service. It covers status transition rule restrictions, open sub-records that block completion, and custom plug-ins that revert status changes.

Symptoms

When you try to change the work order system status or sub-status, you notice one or more of the following issues:

• The status field list doesn't show the expected status options.

• After you change the status and save, the status reverts to its previous value.

• The work order appears as Completed, but associated bookings remain in the In Progress status.

• You receive the following error message:

  The status transition is not valid. Please check the entity's status transition rules.

Check the status transition rules for missing transitions

A custom status reason transition that you configure on the Work Order table might not allow the transition that you need. If you don't explicitly permit a transition, the target status doesn't appear in the list.

To review and update the status transition rules:

1. Go to Power Apps, and select your environment.
2. In the left pane, select Tables.
3. Search for and open the Work Order table.
4. Select Columns.
5. Open the System Status (msdyn_systemstatus) column.
6. Check whether the Status reason transitions setting is enabled. If it is, review the allowed transitions.
7. Add the missing transition, or disable status transitions if your business process doesn't require them.

Verify that all bookings and subrecords are completed

Dynamics 365 Field Service might require you to complete associated bookings, work order products, or work order services before you can complete the work order. For more information about how booking statuses map to work order statuses, see Work order lifecycle and system statuses.

To close associated sub-records:

1. In the Dynamics 365 Field Service app, open the work order record.
2. Select the Bookings tab.
3. Verify that all associated bookings have a Completed booking status.
4. On the same work order, go to the Products and Services tab.
5. Verify that all items are in a Used or Estimated status (not Open).
6. After all sub-records are in a terminal state, change the work order status to Completed.

Check for a custom plug-in that reverts the status

A synchronous plug-in that's registered on the work order Update message might revert the status change based on custom business logic.

To identify and fix the plug-in:

1. Go to Power Apps, and select your environment.
2. Go to Tables > Work Order > Plug-in steps.
3. Look for plug-ins that are registered on the Pre-Operation or Post-Operation step of the Update message.
4. Enable the Plug-in Trace Log to capture execution details:
   1. In the Dynamics 365 Field Service app, select Settings (gear symbol) > Advanced Settings.
   2. Go to System > Administration, and select Customization.
   3. Set Enable logging to plug-in trace log to All.
5. Reproduce the issue, and review the trace log for any plug-in that modifies the msdyn_systemstatus field.
6. Update the plug-in logic to allow the intended status transition.

Related content

• Create a work order
• Work order architecture