In this post I am going to discuss creating a work order in Field One Sky for Microsoft Dynamics CRM.
There are actually five ways to create a work order;
- Manually from within FieldOne Sky
- From a case
- From an opportunity
- From a FieldOne Sky agreement
- Manually or as a follow-up work order from the FieldOne Sky mobile application.
In this post I will cover the detail around manually creating a work order, I will mention the other methods in future posts.
Manually Creating a Work Order
You and create (or maintain) a work order directly in the FieldOne Sky options within Microsoft Dynamics CRM, typically this might be done for creating ad-hoc work orders.
Having selected the work orders option click new to create the work order, the process is pretty straight forward. Although there are quite a few fields but you’ll find many will be defaulted from customer preferences or because particular incident types have been recorded. I will attempt to cover all of the various fields and the logic behind each one but there are quite a few so I apologise if I miss the odd point!
Tip: If you are new to FieldOne, don’t dive straight into creating work orders. You’ll need to create resources, service types, incident types (etc) first. Your initial set-up will probably take some time / effort. But once completed creating work orders becomes a simple task.
The work order summary looks like this, below I will try to cover all of the fields and explain their purpose ….
|Work order number||The work order number is read only. It is automatically generated when the work order is saved.|
|Service account||The account who will receive the service.|
|Billing account||The account who will pay for the service, if different to the service account.|
|System Status||The work order status, in some circumstances you can manually set this field. But typically it is set automatically as work orders are scheduled, completed and posted.|
|Sub Status||A user configurable sub-status. (optional)|
|Work order summary||A text description of this work order.|
|Primary Incident Type||A lookup that lets you select the primary incident type, having set this, when the work order is saved the service tasks, products, skills and services defined in the incident type will be added to the work order. This can save a great deal of effort when creating work orders.|
|Primary Incident Description||A description of the work needed for the primary incident.|
|Primary Incident Schedules Duration||The amount of time to allow when scheduling the incident.
Tip: The scheduled time window could be larger (or smaller) than the estimated time to bill.
|Primary Incident Customer Asset||Customer asset related to this work order / incident. This field is used when customer equipment details are held. A customer may (for example) have an air conditioning unit recorded as equipment they own. A work order to service that air conditioner could be linked to that piece of equipment.|
|Primary Incident||Readonly link to the incident record.|
Generally speaking, each work order will relate to one incident (the primary incident) but it is worth understanding that you can add multiple incidents to a work order. The services, service tasks and products shown on the work order then become a combination of all the details from all of the incidents added to the work order.
Work Order Settings
Having entered the work order summary, you’ll next scroll down to the work order settings
|Work order type|
|Price list||The price list is a mandatory field. It will be used to decide the prices for all products and services added to the work order. If the products aren’t in the price list, then the products list price will be used.|
|Priority||The priority of the work order.|
|Work location||Out of the box options are “no site” or “depot”.
Note: I assume this field is aimed at situations when a work order might be completed at the depot or out in the field. Something that might be useful in some circumstances. I have however found no functionality associated with this field out of the box. Although you could create a view of all work orders set to “depot” and manually schedule those differently
|Service territory||The territory that this “job” falls into. When scheduling this will be used to help filter resources / work orders.|
|Currency||The currency that will apply to all prices / costs associated with this work order.|
|Instructions||Instructions on how best to conduct the work order. These can be entered on each work order but instructions can also be entered in the service preferences on the account. The work order instructions will then default to the instructions held on the account.|
|Taxable||A mandatory yes, no field.|
|Sales tax code||If taxable is set to Yes than you must enter a tax code to decide what rate of sales tax will apply to this work order.|
|Preferred Resource||The preferred resource for a work order can be entered, this will default to the preferred resource on the account if entered. Later if the scheduling assistant is used to schedule work then this resource will be suggested.|
|Time from promised
Time to promised
Date Window start
Date window end
Time window start
Time window end
|Fields used to indicate and promises or requirements regarding the timing of the work order.|
|Time group||Time groups are optional. But can be used to decide if the work order should be scheduled using time slots. Say you only plan morning meetings between 10:00 and 12:00, then afternoon between 15:00 and 17:00. Time groups can be used to support this approach. Having associated the work order with a time group that defines your slots the scheduling assistant will offer appointments which fit into those slots.|
|Follow up Required||Yes / No. I initially thought setting this field to “yes” would generate a follow-up. But it doesn’t It simply is a flag to say a follow-up is required. To generate the follow-up, use the follow-up button in the ribbon bar.|
|Follow up note||Text field, that will be added to the follow-up work order.
This note is automatically transferred to the instructions on the follow-up work order.
Work Order Address / Location
The address and location on a work order are significant due to the nature of field work. It is important to check the correct address is recorded. By default, this will be the address of the service account. If the map location is wrong, or the latitude / longitude fields are blank, use the geocode button in the ribbon bar to manually reset these.
Service Tasks, Products and Services
Service tasks, products and services can all be manually added to work orders, although it will be most common that these will be set by virtue of adding incident types. Even if you have used incident typoes to initially ste the values for these you may wish to review and amend these details.