Dynamics 365 Field Service

Dynamics 365 Field Service via Dataverse Web API

This skill provides comprehensive knowledge for operating the Dynamics 365 Field Service business application layer on top of Dataverse. It covers the full work order lifecycle, booking and scheduling operations, resource management, service account and asset tracking, incident type configuration, and IoT-triggered service automation.

Integration Context Contract

• Canonical contract: docs/integration-context.md

* Use sovereign cloud values from the canonical contract when applicable.

Required auth parameters for every Field Service workflow:

• tenantId — Entra ID tenant GUID
• orgUrl — Dynamics 365 organization URL: https://{orgName}.crm.dynamics.com
• Service principal must have a systemuser record in the Dynamics org with Field Service security roles

Fail fast when orgUrl is missing or Field Service is not installed in the environment. Redact org URL and record GUIDs in error output.

Dataverse Web API Overview

All Field Service data operations use the Dataverse Web API:

{orgUrl}/api/data/v9.2/{entitySetName}

API version 9.2 is stable and supports all Field Service entities, actions, and functions.

Authentication

import { ClientSecretCredential } from "@azure/identity";

const credential = new ClientSecretCredential(tenantId, clientId, clientSecret);
const token = await credential.getToken("https://org.crm.dynamics.com/.default");

// All requests include:
// Authorization: Bearer {token}
// OData-MaxVersion: 4.0
// OData-Version: 4.0
// Accept: application/json
// Content-Type: application/json

Key Field Service Entity Set Names

Work Order Lifecycle

Work Order Status Values

Create Work Order

POST {orgUrl}/api/data/v9.2/msdyn_workorders
{
  "msdyn_name": "WO-2026-00123",
  "msdyn_workordersummary": "HVAC unit not cooling — unit tripped breaker",
  "msdyn_systemstatus": 690970000,
  "msdyn_priority": 1,
  "msdyn_serviceterritoryid@odata.bind": "/territories/{territoryId}",
  "msdyn_serviceaccount@odata.bind": "/accounts/{serviceAccountId}",
  "msdyn_billingaccount@odata.bind": "/accounts/{billingAccountId}",
  "msdyn_primaryincidenttype@odata.bind": "/msdyn_incidenttypes/{incidentTypeId}",
  "msdyn_customerassetid@odata.bind": "/msdyn_customerassets/{assetId}",
  "msdyn_timewindowstart": "2026-03-10T08:00:00Z",
  "msdyn_timewindowend": "2026-03-10T17:00:00Z"
}

Apply Incident Type (auto-populate tasks/products/services)

POST {orgUrl}/api/data/v9.2/msdyn_workorders({workOrderId})/Microsoft.Dynamics.CRM.msdyn_ApplyIncidentTypeToWorkOrder
{
  "IncidentType": {
    "msdyn_incidenttypeid": "{incidentTypeId}",
    "@odata.type": "Microsoft.Dynamics.CRM.msdyn_incidenttype"
  }
}

Complete Work Order

Update system status and set actual times:

PATCH {orgUrl}/api/data/v9.2/msdyn_workorders({workOrderId})
{
  "msdyn_systemstatus": 690970003,
  "msdyn_timetocomplete": 120,
  "msdyn_workorderresolution": "Replaced faulty capacitor in HVAC unit. System restored to normal operation."
}

Booking and Scheduling

Booking Status Values

Create Booking

POST {orgUrl}/api/data/v9.2/bookableresourcebookings
{
  "name": "Booking — WO-2026-00123",
  "msdyn_workorder@odata.bind": "/msdyn_workorders/{workOrderId}",
  "resource@odata.bind": "/bookableresources/{resourceId}",
  "bookingstatus@odata.bind": "/bookingstatuses/{scheduledStatusId}",
  "starttime": "2026-03-10T09:00:00Z",
  "endtime": "2026-03-10T11:00:00Z",
  "msdyn_bookingtype": 1,
  "msdyn_estimatedtravelduration": 30
}

Find Available Resources (Schedule Assistant)

Use the Universal Resource Scheduling (URS) msdyn_SearchResourceAvailability action:

POST {orgUrl}/api/data/v9.2/msdyn_SearchResourceAvailability
{
  "Version": "3",
  "IsWebApi": true,
  "Requirement": {
    "msdyn_resourcerequirementid": "{requirementId}",
    "@odata.type": "Microsoft.Dynamics.CRM.msdyn_resourcerequirement"
  },
  "Settings": {
    "ConsiderSlotsWithProposedBookings": false,
    "MovePastStartDateTo": "2026-03-10T00:00:00Z",
    "UseRealTimeResourceLocation": false
  }
}

Response returns AvailableTimeSlots array with Resource, StartTime, EndTime, TravelTime, Score.

Update Booking Status

PATCH {orgUrl}/api/data/v9.2/bookableresourcebookings({bookingId})
{
  "bookingstatus@odata.bind": "/bookingstatuses/{inProgressStatusId}",
  "msdyn_actualarrivaltime": "2026-03-10T09:05:00Z"
}

Resource Management

Bookable Resource Types

Create Bookable Resource

POST {orgUrl}/api/data/v9.2/bookableresources
{
  "name": "Alex Rivera",
  "resourcetype": 3,
  "userid@odata.bind": "/systemusers/{userId}",
  "msdyn_startlocation": 690970000,
  "msdyn_endlocation": 690970000,
  "timezone": 85,
  "msdyn_organizationalunit@odata.bind": "/msdyn_organizationalunits/{orgUnitId}"
}

Assign Resource Characteristics (Skills)

POST {orgUrl}/api/data/v9.2/bookableresourcecharacteristics
{
  "resource@odata.bind": "/bookableresources/{resourceId}",
  "characteristic@odata.bind": "/characteristics/{characteristicId}",
  "ratingvalue@odata.bind": "/ratingvalues/{ratingValueId}"
}

Service Account and Asset Management

Create Customer Asset

POST {orgUrl}/api/data/v9.2/msdyn_customerassets
{
  "msdyn_name": "HVAC Unit — Roof West",
  "msdyn_account@odata.bind": "/accounts/{serviceAccountId}",
  "msdyn_functionallocation@odata.bind": "/msdyn_functionallocations/{locationId}",
  "msdyn_category@odata.bind": "/msdyn_customerassetcategories/{categoryId}",
  "msdyn_serialnumber": "HVAC-2019-0042",
  "msdyn_lastcommandsenttime": null
}

Create Functional Location

POST {orgUrl}/api/data/v9.2/msdyn_functionallocations
{
  "msdyn_name": "Building A — Roof",
  "msdyn_description": "Rooftop equipment area — West wing",
  "msdyn_parentfunctionallocation@odata.bind": "/msdyn_functionallocations/{parentLocationId}",
  "msdyn_account@odata.bind": "/accounts/{serviceAccountId}"
}

Incident Types

Incident types define templates for work orders — they auto-populate service tasks, products, and services.

Create Incident Type

POST {orgUrl}/api/data/v9.2/msdyn_incidenttypes
{
  "msdyn_name": "HVAC Compressor Failure",
  "msdyn_description": "Compressor failure diagnosis and replacement",
  "msdyn_estimatedduration": 180,
  "msdyn_copytaskestimates": true,
  "msdyn_defaultworkordertypedetailid@odata.bind": "/msdyn_workordertypes/{workOrderTypeId}"
}

Add Service Task Template to Incident Type

POST {orgUrl}/api/data/v9.2/msdyn_incidenttypeservicetasks
{
  "msdyn_incidenttype@odata.bind": "/msdyn_incidenttypes/{incidentTypeId}",
  "msdyn_tasktype@odata.bind": "/msdyn_servicetasktypes/{taskTypeId}",
  "msdyn_estimatedduration": 30,
  "msdyn_name": "Step 1: Diagnose compressor fault"
}

IoT Integration (Connected Field Service)

IoT Alert to Work Order

When an IoT device triggers an alert, the system creates an msdyn_iotalert. Convert to work order:

POST {orgUrl}/api/data/v9.2/msdyn_iotalerts({alertId})/Microsoft.Dynamics.CRM.msdyn_CreateWorkOrderFromIoTAlert
{
  "WorkOrderType": {
    "msdyn_workordertypeid": "{workOrderTypeId}",
    "@odata.type": "Microsoft.Dynamics.CRM.msdyn_workordertype"
  }
}

Query IoT Alerts

GET {orgUrl}/api/data/v9.2/msdyn_iotalerts?$select=msdyn_iotalertid,msdyn_name,msdyn_alerttype,msdyn_alertdata,msdyn_deviceid,createdon,statecode&$filter=statecode eq 0 and msdyn_alerttype eq 1&$orderby=createdon desc&$top=50

IoT Device Status

GET {orgUrl}/api/data/v9.2/msdyn_iotdevices?$select=msdyn_iotdeviceid,msdyn_name,msdyn_connectionstate,msdyn_lastactivitytime&$expand=msdyn_customerasset($select=msdyn_name,msdyn_serialnumber)&$filter=msdyn_connectionstate eq 1

Agreement and Preventive Maintenance

Agreements define recurring work orders (preventive maintenance schedules).

Create Agreement

POST {orgUrl}/api/data/v9.2/msdyn_agreements
{
  "msdyn_name": "Contoso HVAC Maintenance Agreement 2026",
  "msdyn_serviceaccount@odata.bind": "/accounts/{serviceAccountId}",
  "msdyn_billingaccount@odata.bind": "/accounts/{billingAccountId}",
  "msdyn_startdate": "2026-01-01",
  "msdyn_enddate": "2026-12-31",
  "msdyn_agreementstatus": 690970001
}

Error Handling

Rate limits: 6,000 API requests per 5-minute window per user. Use $batch for bulk operations.

Output Convention

Every operation produces a structured markdown report:

1. Header: operation, timestamp, org URL
2. Work order summary: WO ID, service account, incident type, status
3. Booking table (for schedule operations): resource, start/end, travel time, status
4. Resource utilization (for reporting): by territory, by technician
5. Recommendations: scheduling conflicts, SLA risk, asset maintenance due

Reference Files