Why Create Work Orders from Issues
When an issue needs hands-on work—a repair, inspection, or fix—converting it to a work order ensures the job is scheduled, assigned, and tracked in Operations. The work order stays linked to the issue, so you can see the full story: what was reported, what was done, and when it was completed. This keeps facilities and compliance work in one connected system.
How to Create a Work Order from an Issue
Open the issue from Service Desk > Issues
Click Create Work Order (or Convert to Work Order)
Choose the work order type and any checklist if applicable
Assign to a team member or group
Set the scheduled date if needed
Click Create
The work order is created and linked to the issue. When the work is completed, you can resolve the issue from the work order or from the issue itself.
Attaching an existing work order
From the issue (or request) detail page, you can Attach a work order that already exists instead of creating a new one. When you attach:
You can choose whether to copy issue or request images to the work order’s gallery (on by default). Imported images use the same Service desk badge as when you create a work order from the record.
Copying images requires permission to edit work orders as well as update the issue or request. If you only have access to link the work order, you can still attach without copying images.
How It Works
The work order shows the source issue in its details
The issue shows the linked work order once created
Completing the work order doesn't auto-resolve the issue—a manager still confirms and selects a resolution type
Location and asset from the issue carry over to the work order when relevant
Images on the issue are copied onto the work order (same gallery as Service Desk). Imported copies are badged as Service desk so they are easy to tell apart from images added to the work order
Files (PDFs and other documents) on the work order live under Files, separate from Images
Before You Start
You need the Manager role for both Service Desk and Operations to create work orders from issues. The issue should have enough detail (location, asset, description) for the assignee to do the work.
Common Questions
Can I create a work order from a request? The same pattern applies—convert a request to a work order when the work needs to be scheduled and executed. You can also attach an existing work order to a request and optionally copy request images the same way as for issues.
What if the issue has no location or asset? You can still create a work order. Add the location or asset when creating the work order, or the assignee can add it during execution.
Does completing the work order close the issue? No. A manager must open the issue, select a resolution type (e.g. Resolved), and mark it complete. This keeps the audit trail clear.