Description:

We are experiencing an issue in the Dynamics 365 Field Service mobile app when working in offline mode.

When creating a Work Order Product, Work Order Service or Work Order Service Task from a Work Order Incident, the fields under the "Product Relates To" section—namely Work Order, Work Order Incident, and Customer Asset—are normally auto-populated with the corresponding values from the Work Order Incident in online mode.

However, in offline mode, the Work Order field is not populated and remains empty.

As a result, the Work Order Product loses its reference to the Work Order, which is a required field and already defined on the Work Order Incident.

If the Work Order is manually entered on the Work Order Product, the relation to the Work Order Incident is removed, and must be manually re-established.

It’s worth noting that Customer Asset is correctly assigned, also when switching between Work Order Incidents, so the issue appears to be isolated to the Work Order field in offline mode.

We have been in contact with Microsoft Support, who assessed that the observed behavior is expected and not a bug. They recommended submitting a product suggestion here if we wish to see a change.

However, we do not agree with the assessment that this should be considered expected behavior. On the contrary, we believe it is a clear shortcoming that the field is not automatically included in the mapping – as it is in online mode. This is particularly problematic given that the field is required and critical for tracking consumption and activities in a historical context, related to the specific Customer Asset through Work Order and Work Order Incident.

We hope you will view this request positively, as it represents a broader issue affecting multiple customer solutions that we support.