FieldOne Sky – Incident Types

This time I ‘m going to look at the features provided by incident types within FieldOne Sky for Microsoft Dynamics CRM, using incident types is optional but highly recommended but what are they and why would you want to use them?

Incident types allow you to define details for each “job”. Including general details plus service tasks to be completed, any products that are required, which service or services apply and what skills the resources require. A single “job” may require multiple products, services and service tasks using incident types to predefine commonly occurring situations will make the use of FieldOne Sky much more efficient.

So let’s look at each part of an incident type and I’ll try to explain a few concepts along the way ….


The first tab on the incident is the general tab, in this we hold the name and description of the service.


Next we have the details tab this gives “surprisingly” some more detail.

Field Description
Subject This is a link to the standard CRM subject tree and is simply used to help with reporting. You might, for example, want to create a view of all maintenance work orders or all installtion jobs etc.This field would support that.
Allow on case A common approach to using FieldOne will be to log a case and when the case can’t be resolved ovber the phone a field agent is dispatched. The is achieved by created a work order from a case. Therefore setting this field to yes will allow this incident type to be selected when raising a case.
Scheduled duration this field is used when adding the work oder to the schedule board. It has no impact on billing. In some circumstances you might allow a longer scheduled duration than the actual time to complete a job.
Allow on work order order I have pretty much always answered “yes”, generally speaking if you define an incidient type you are going to want to be abel to use it on work orders. Although it is possible to have an incident that can only be used on cases.
Populate items on agreement If you use agreements then set this field to yes. I don’t plan to cover agreements here as I’m intend to do a separate post specifically about agreeements.

Service Tasks

Using service tasks is an optional feature but sometimes very useful. You can define a list of tasks the field agent need to complete during the service. These act as a prompt to the engineer. When you add a service task it can also be given a duration. This is the duration for this individual task and does not impact scheduling or billing of the overall service.

Tip: The Move Up / Move Down buttons are specific to FieldOne Sky. They are used to quickly re-order the items on the screen. You can select a row then move it up and down in the grid. The line order field is automatically updating to maintain the sort order.

Incident Products

My example below probably isn’t a very good one, so let’s think of a different one!!

Imagine you have a team of mechanics offering mobile car servicing. The parts list for a particular car service would include all of the parts to be consumed during the work. So we’d have an amount of oil, some spark plugs, replacement air filters etc. All of these parts would need to be billed to the customer and also probably have their inventory controlled. By pre-defining them on the incident type you’d make the job of creating the work order significantly quickly.

When products are added to the work order, the price list associated to the work order will be used to decide their price. Or if no price list item exists in that price list the products list price will be used.

Incident Services

Here we list all of the services to be completed for this type of incident and their duration. This duration field is used to calculate the estimated price for the job based on the price list associated to the work order.

Incident Skills

Finally, we have incident skills. This option is available from the navigation bar as it isn’t shown on the main FieldOne Sky incident form. (At least not out of the box.)

Here you can add any skills the engineer might need to have to be able to conduct this service.

Tip: When using the scheduling assistant, you can filter available resources based on the skills associated with the work order. But in manual scheduling, skills are ignored and you can schedule the work order to an “unskilled” engineer without any warning.

3 thoughts on “FieldOne Sky – Incident Types

  1. Pingback: FieldOne Sky | Microsoft Dynamics CRM and Unified Service Desk

  2. Pingback: FieldOne Sky - Microsoft Dynamics CRM Community

  3. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): FieldOne | Microsoft Dynamics CRM and Unified Service Desk

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