# Emergency work order exception records | SourceX

Canonical: https://refer.sourcex.si/guides/workflow-emergency-work-order-prioritization
Last updated: 2026-10-19

A useful emergency work order prioritization history shows the dispatch rule in force, the original priority, the escalation request and who raised it, the reclassification and who approved it, the booking it displaced, and the response and completion times measured against an SLA. Together those records show a person reading new facts and overriding a rule, then a checked result. A partner describes the record classes, systems and years at metadata level and introduces the executive who can authorize a licensing discussion.

Emergency work order prioritization is the dispatch decision about which job goes first when not everything can. Most jobs keep the priority they were logged with. The exceptions, where a routine job turns out to be dangerous or an "emergency" turns out to be cosmetic, are where the records carry real information. The [dispatch and service workflows guide](/guides/how-to-assess-dispatch-and-service-workflows-in-transportation) covers the wider workflow; this page follows one exception through its records.

## Which emergency work order prioritization records help a company explain how exceptions were handled?

The useful record is the one where the first priority was wrong and someone corrected it. A job that stayed at its original priority shows a rule working; a job that jumped from routine to emergency shows a person reading new facts and overriding the rule.

### Worked example: a ceiling leak that reached an electrical panel

Illustrative. A 510-person facilities maintenance contractor services retail stores. Its fictional dispatch rules set three priorities: P3 routine (three business days), P2 urgent (next business day) and P1 emergency (on site within four hours).

| Time | Priority | Record | Who |
|---|---|---|---|
| 09:12 | P3 | Work order: "Water dripping from ceiling tile, back room" | Store staff via portal |
| 09:55 | P3 | Escalation request: water now running down the wall beside an electrical panel | Store manager, by phone to the service desk |
| 10:02 | P1 | Priority changed with reason "electrical hazard"; a P2 preventive job is moved to the next day | Dispatcher, approved by duty supervisor |
| 11:05 | P1 | Technician on site; circuit isolated by the store's electrician on call | Technician arrival note |
| 11:40 | P1 | Leak source stopped at a blocked roof drain; area made safe | Completion note and photos |
| Day 3 | P3 | Follow-up job: permanent roof repair by a subcontractor | Follow-up work order |

The decision at 10:02 is the exception: an authorized override of the rule, with a reason, a displaced job and a measurable response. The arrival at 11:05 is 1 hour 53 minutes after the order was created and 1 hour 3 minutes after the reclassification, which raises the question every reviewer asks next: which clock did the company measure against?

## Which clock did the company measure against?

The answer sits in the SLA records, and it changes how the case reads. In Dynamics 365 Field Service, work order SLAs track KPIs such as arrival time and resolution with warning and failure times; Microsoft's own example requires arrival within four hours of an emergency work order's creation, with a warning after two hours. Measured from creation, the 11:05 arrival in the example lands 7 minutes before that warning point; measured from the 10:02 reclassification, it has nearly an hour to spare. The two clocks tell different stories about the same morning.

Microsoft also advises against driving SLAs from frequently updated fields, because a change can cancel the SLA item. A priority field that moves from P3 to P1 is exactly that kind of field. So a complete exception history should show which SLA applied before and after the change, whether the first one was canceled, and what the company reported to its client. If the SLA records are missing, the case still shows a decision, but not whether the decision was fast enough.

## How do the records map to the exception?

Each record answers one part of the case. The map below uses the worked example; system names are generic.

| Part of the case | Record | Typical system | What it proves |
|---|---|---|---|
| The rule | Priority definitions and target times | Dispatch platform configuration | What the company said P1, P2 and P3 meant at the time |
| The problem | Original work order and description | Customer portal or service desk | What was known at 09:12 |
| The new fact | Escalation call note | Service desk call log | What changed, and who said so |
| The action | Priority change with reason and approver | Dispatch platform change history | Who overrode the rule, and why |
| The trade-off | Rescheduled P2 booking | Scheduling board | What was delayed to make room |
| The result | Arrival, completion note and photos | Mobile technician app | When and how the hazard was made safe |
| The measure | SLA KPI instance | Dispatch platform | Whether the response met the target |

The trade-off row is easy to lose and worth asking about. Dynamics 365's preview Scheduling Operations Agent, for example, can suggest replacing a lower-priority booking with higher-priority work, leaving bookings marked Do Not Move alone. Whether a person or a tool made the swap, the displaced job is part of the decision. Priority records themselves can be finer-grained than three levels: Dynamics 365 work order priorities carry a level of importance from 1 to 10 and a priority value from 1 to 100.

## Does the contractor qualify, and what stays unknown?

Count 50+ full-time employees at peak; subcontracted trades and other contractors are excluded. The company also needs a documented operating history, rights to license the records and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 90% of the data is in English.

Unknown until SourceX reviews it: buyer interest, the effect of customer contracts on rights, preparation effort for notes and photos, and any offer. Partners sign the Channel Partner Agreement before submitting, and the first valid introduction within the 90-day window is credited when the company submits a verified application. Related record types sit under [construction and field services](/industries/construction-and-field-services) in the [industries hub](/industries), and [ITSM ticket history](/data-types/itsm-ticket-history) covers the service desk side.

## Go deeper on emergency work order prioritization

- [Emergency work order prioritization records across systems](/guides/emergency-work-order-prioritization-records-across-systems): a system map of the links between dispatch platform, service desk and technician app.
- [Who can license emergency work order prioritization records](/questions/who-can-license-emergency-work-order-prioritization-records): a short answer on which decision-maker to introduce.
- [Preserve emergency work order prioritization records before a dispatch vendor change](/guides/preserve-emergency-work-order-prioritization-records): an inventory checklist for a platform switch.
- [Emergency work order prioritization referral brief template](/resources/emergency-work-order-prioritization-referral-brief-template): a fill-in template for the introduction note.

## Next step

> **Refer a company. Earn up to $100,000.** Default reward: 25% of Actual Supplier Payout, capped at $100,000 cumulatively per referred company. Eligibility and payment conditions apply, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.

If a client's priority changes still carry reasons, approvers and response times, [register as a partner](/register), check the company against [who qualifies](/who-qualifies), and read the [program terms](/terms) before the service operations director forwards your brief.

## Sources

- https://learn.microsoft.com/en-us/dynamics365/field-service/set-priorities
- https://learn.microsoft.com/en-us/dynamics365/field-service/sla-work-orders
- https://learn.microsoft.com/en-us/dynamics365/field-service/soa-improve-results
- https://refer.sourcex.si/terms