FieldOne Sky – Agreements

FieldOne Sky for Microsoft Dynamics CRM contains a feature that allows for the creation of agreements, which can then be used to automatically schedule work orders for routine maintenance. In this post I will explain the concepts connected with agreements.

Agreements are often used for preventative maintenance as they support recurring jobs for a set period of time using an agreement schedule. For example: A quarterly inspection over a two-year contract. Work orders can be automatically generated from the agreement.

Each agreement can have multiple agreement schedules, then each schedule will have one or more associated incidents types. Work orders and work order schedules can then be automatically generated for each schedule based on its incident types.

Each agreement schedule has a recurrence, very much like a recurring appointment in your Outlook calendar.

Each agreement schedule is then associated with one or more incident types, services, products and service tasks. (in a very similar manner as you’d expect on a work order!)

Agreements start off in as “Estimate” state whilst they are being build, they then become “active” once ready and once past the end date the agreement status will change to expired. (Plus if required agreements can also be cancelled.)

You can think about the process for creating an agreement as being in three parts;

Part one – Creation of the agreement foundation. (Account details, duration, price list etc)

Part two – creation of the agreement schedule

Part three – Definition of the work to be completed

To access agreement, load the agreements option from the FieldOne Sky navigation menu.

Part One – Agreement Foundation

When you create an agreement the “header” of the agreement looks like this; below I will explain the meaning of each field.

Field Description
Agreement number The agreement number is a read only field, it is automatically calculated by the system when the agreement is saved.
Service and billing account The service account is the account who will receive the serviced outlined in this agreement. The billing account is the account that will pay for the work. (if the billing account is blank then the service account will be the billing account.)
System status Agreements start with a status of “Estimate”, become “active” and then progress to “Expired” when the end date is reached. Alternatively, agreements can be set to cancelled if they are terminated.

Typically, the status of an agreement will be estimate whilst it is being created. But don’t forget to change it to active once ready.

Sub status The sub status is an option user configurable status field that can be sued to give more granular detail about the status of the agreement, if required.
Description A text field describing the agreement.
Owner The owner of the agreement, typically the person who created the agreement.
Start Date The date the agreement started.
End Date The date the agreement ends.
Duration The length of the agreement. The duration is automatically calculated based on the start / end of the agreement.

Alternatively, you can enter just a start date and enter a duration. This will calculate the agreement end date.

Service Level The service level field is simply a look up to a text description of the service level to be offered. (e.g. Standard or Gold etc.) It does not have any meaning other than as reference information and for reporting.
Agreement Details A second text field to further describe the details of the agreement.
Agreement Value A field that will be calculated based on the services to be conducted as part of the agreement.
Customer PO Space to record the customers purchase order number for this agreement.
Originating Agreement If this agreement has been created from another agreement, then this field will link back to the original. Typically, this will be populated when the copy / renew option is used. As you might want to copy an expired agreement and re-activate as part of a renewal process.
Price list The price list is mandatory and important; this will be the source for all prices applied on work orders associated with this agreement.
Service Territory An optional field describing the geographical area this agreement covers.
Currency The currency that will be sued for all work orders / invoices associated with this agreement.
Taxable Is sales tax to be applied to work orders associated with this agreement is applicable?

Part two –Agreement schedules

Having saved the agreement foundation, you will next create the agreement schedule(s)

Section Field Description
Summary Name A text name describing the agreement schedule
Owner The owner of the schedule, typically the same as the agreement owner.
Agreement The number of the related agreement.
Description A detailed description of the schedule.
Work Order Settings Auto Generate WO Set to Yes, if work orders are to be automatically generated.
Work Order Type When work orders are generated, either automatically or manually against this agreement this field will define their type.
Generate WO days in advance Work orders can be generated “n” days in advance of their required date. Setting this value high could create a large number of work orders but it needs to be set high enough to ensure that work orders are generated far enough in advance to allow the dispatcher time to schedule.
Priority A user defined field to indicate the priority of the work orders.
Work Order Summary A text description giving a summary of the work which is added to the work orders.
Schedule Settings Auto generate schedule If the work order is automatically generated, then optionally a schedule can also be generated.

If set to No, a work order will be generated but its status will be “Open – unscheduled”, it can then be scheduled by the dispatcher. Either manually or by using the scheduling assistant.

If set to Yes, the work order will be automatically scheduled using the settings / preferences below.

Schedule duration The amount of time to schedule for the job.
Pre and post schedule flexibility How many days pre (and post) of the proposed start date that can be allowed for flexibility.
Preferences Preferred Resource A mandatory field if the work order is going to be automatically scheduled. Otherwise optional, implying the dispatcher will select the resource when the work order is scheduled.
Time window start & end The time window the job could start.
Preferred start time The preferred start time.

Having entered and saved the schedule detail, you can now define the schedule recurrence. Using the ribbon button “schedule recurrence”.

The recurrence pattern can be daily, weekly, monthly or yearly. And / or specific custom dates can also be entered. Meaning the flexibility available for the recurrence pattern is extremely high.

Part three – Definition of the work to be completed

The next step will be to define the work that needs to be completed. Typically this will involve adding one or more incident types to the agreement. Assuming you are already familiar with creating work orders this should be a straight forward task.

When adding the incident types, you can also optionally associate the incident with e specific customer asset. This allows service records to be maintained to specific pieces of customer equipment.

You can also optionally, add specific service tasks, products and services directly to the agreement.

Once the agreement has been activated one (or more) agreement schedules will be created. The status of each agreement schedule will change to “Processed” when a corresponding work order is created.

8 thoughts on “FieldOne Sky – Agreements

  1. Pingback: FieldOne – Collection – Microsoft Dynamics CRM and Unified Service Desk

  2. Thanks Neil, it helped to understand and set up agreements.

    I want Work Order Products auto generated when a Work order is generated from setting up a Schedule on an agreement..

    Currently by following your instructions I can Work Order gets created automatically but Work order products on Work Order dont….what do I need to set up so that a Work order product will automatically get added to work order?



    • Thanks for reading my blog and sending the message. Between Field One and Field Service some of the terminology has changes but the concept is the same. I think the what shoudl work is for each agreement you have a number of booking setups. On each booking setup you have a number of incidents. Each incident can include products that will be required in that boooking. I believe those should be rolled up to the booking. When the work orders are created this information from the booking setup on the agreement should get carried forward.

      FYI: I admit that I would have liked to test what I have just described. But I currently don’t have a Field Service test environment. But I will have one soon and plan to start looking at the detail of that in blog posts very soon.

      In the meantime I hope this reply helps at least point you in the right direction.


  3. Schedule Dates within an Agreement Schedule are only processing and creating Work Orders when the Schedule Recurrence is adjusted/saved. When saved it will create work orders according to the Schedule Recurrence and Generate WO Days In Advance field but when it when it comes time for a new work order to be created nothing happens.

    Do you know if this can be fixed with a simple configuration adjustment or if this issue needs to be resolved through Microsoft?


    • Hi Dan

      Thanks for your comment.

      I have checked on my system and I can see work orders being created post my agreement being made active. I did a demo of Field Service agreements a few days ago and when I check that agreement I can see work orders have now been generated. I can also see that I have a background process in a wait state against the agreement booking. I assume that will generate the next work order. So I have seen this work.

      But I have also recently seen that I got a business process error when I created an agreement. In that example the bookings were created but I never got the work orders. So that is something to watch for.

      I suggest you check your background processes to see if any have given errors.

      If you are getting this behaviour on multiple agreements it might be something you should raise with Microsoft. But I suggest you check your background processes first. If nothing else that might give you a more specific error to discuss with Microsoft support.


  4. Hello Neil,

    I was able to follow your instructions and create a schedule. My problem occurs when the work order is created. I get a work order number, the account, restaurant, but everything else is blank. Incident type, Case Word Order Description, and Priority. I checked my agreements and I have it linked to an incident type with a description. Any ideas?



    • Hi Matt

      Thanks for reading my blog.

      I have had cases when I haven’t set something up correctly on the agreement and the work order isn’t created. But I have not experienced your issue of the agreement incident (etc) not being applied.

      I will do a test of this and if I find anything let you know.




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