Configuring 18-Digit Work Order ID Fields
The default configuration for Dispatch Technician button and custom actions implements Job record access by the 18-digit internal ID of the related Work Order record. When users click Dispatch Technician buttons and custom actions, this internal ID appears in the Service Board UI on Job Cards and in other locations where Job information is available.
If you want to use the default functionality to access records by their internal IDs, you must confirm that the Work Order ID 18 Digits field is configured for your Salesforce org. If not, follow the steps in this procedure to add it as a custom field. Alternatively, to use Work Order numbers instead of internal IDs, you can replace Work_Order_ID_18_digits__c with Name in the configuration logic for Dispatch Technician buttons and custom actions.
To configure 18-digit Work Order ID fields:
1. In Salesforce, on the Setup page, in the top left corner, click Object Manager, and then in the list view, on the right edge of the row for the Work Order object, in the drop-down menu, click Edit.
2. On the Work Order object page, in the left pane, click Fields & Relationships, and then in the list view, in the top right corner, click New.
3. On the New Custom Field page, under Data Type, click Formula, and then in the top right corner, click Next.
4. In the Field Label field, type Work Order ID 18 digits, and then under Formula Return Type, click Text.
5. In the top right corner, click Next, and then on the Advanced Formula tab, on the right, in the Functions list, under Enter formula, double-click CASAFEID.
6. Click Next in each of the remaining configuration steps to make configuration settings per your organizational needs until you finish the field creation process.