Overview
Creating a work order is the ideal outcome for all incoming calls. You can create a work order manually in situations where there is no incoming Call. If you're creating a work order that's similar to an existing work order, duplicate that work order.
Who uses this feature
CSRs
Things to know
You can use the Work Order Created alert to track when work orders are created. For more, see Use alerts.
If equipment has been added to the work order location, you can attach equipment when creating a work order. To use this feature, first enable the Attach Equipment to Work Order option in Settings
> Operations > Work Order Creation. For more, see Set up ability to attach equipment to a work order.You can personalize the Call Booking screen by setting individual preferences.
Create a work order
On the Call Booking screen, answer the incoming call.
Note: If you're creating a work order that doesn't have an incoming call (for example, if the customer requested the work order by email or in person), click Manual work order and search for the customer.
Check to see if the call is from a new or existing customer:
If they're an existing customer, their Customer Record automatically comes up when you click the call bubble.
If their Customer Record doesn't automatically come up, but you're speaking to an existing customer, search for them, click their name or address, and if applicable add their new phone number and new service location.
Note: If you have the preference Automatically Open Location/Customer Pop-up disabled, you can view Customer/Location Records from the Call Booking screen by hovering over the customer name and then clicking Preview
next to the customer or location. 
If the customer is new and doesn't have an existing Customer Record, add them to the system.
If the phone number the customer is calling from doesn't match the Customer Record that automatically comes up when you click the call bubble, a message appears that allows you to unlink the call from the Customer Record.
Determine whether the customer is calling to create a work order:
If the customer is not calling to create a work order, wait until the call has ended. After you or the customer hang up, click X on the grayed-out call bubble, select a call reason, and if applicable capture a lead. This closes the call and clears it from the Calls screen.
If the customer is calling to create a work order:
Check to see if there is an existing lead. If there is, follow the steps to convert the lead to a work order.
If there isn't an existing Lead, scroll down to the Overview section, enter the work order details, then click Create work order.
After you finish creating the work order, the call automatically clears from the Calls screen. You can hang up after completing the process.
Create a duplicate work order
Note: Account configuration is required to use this feature. Please contact Technical Support for details.
In situations where an existing work order has most or all the same information as a work order you need to create, you can duplicate the work order. For example, if you're creating multi-day work for an extensive installation, you can duplicate the first work order you've created and change the date for the subsequent work orders. That way, you're able to assign different technicians to different days of work and manage the work better without having to fill out the work order creation form repeatedly with the same information.
Go to the work order you want to copy. You can click it on the Dispatch Board or use Search to find it.
Click the Work Order Actions dropdown, then select Duplicate Work Order. This takes you to the Work Order Creation screen.
Edit the work order information. In almost all cases, you will at least be changing the date for the work order.
Follow the rest of your usual work order creation workflow, then click Create work order.
FAQ
Can I create work orders directly from the Dispatch Board?
No, you can't create work orders directly from the Dispatch Board in ServiceTitan. To create a work order, use the Call Booking screen.
How do I create a work order for a sales call to provide an Estimate to a customer?
Create a work order with a single Appointment, and assign a sales technician. Add appointments if they need to return to finish the estimate.
You can't add appointments for installation or repairs that result from the estimate. Those are created as individual work orders that are part of a project.
How do you have daily totals for accounting purposes?
Create separate work orders for each day of work. Complete the work orders at the end of each day and post the invoices.
What do you do if a customer calls to schedule a one-day install from a Sold estimate that will require two managed technicians?
Create a work order for the installation. If the technicians are going out at different times, add two appointments to the installation work order for each technician's visit. If they are going out at the same time, use one appointment with both technicians assigned.
Want to learn more?
Visit ServiceTitan Academy to enroll in Job Booking Basics