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Has anyone used SLAs on Work Orders for Response (ie 1st arrival on site) and Fix/Resolution times. I understand that you can create an SLA for any entity, including WOs.However they need to be inherited from a Customer Agreement when raising the WO. How can you do this?
Also - how do you get this into the potential bookings selection on the schedule board and how can I get RSO to take account of these constraints?
Any help/experience very much appreciated !
If you are using RSO then, see if you can play with WO priority, Time Window Start and End. Adding custom constraints in RSO is not available even in V2.6.
I've used SLAs on Work Orders for both Response (Scheduled) and Resolution (Completed). Please elaborate your SLA requirements within Agreements, so I can suggest a solution.
First of all, SLA management will be extended into Field Service pretty soon: https://docs.microsoft.com/en-us/business-applications-release-notes/october18/service/field-service/sla-management
Already today you can define a time window (booking flexibility) when WOs are generated from an agreement. Example: Per agreement the WO will be created for Wed. Booking flexibility gives you the opportunity to losen that restriction to Tue-Thu (i.e. Wed +/- 2) or Mon-Fri (i.e. Wed +/- 3). This will populate the Date Window fields, you might tweak these into the Promised Tim fields.
If you have Promised Start/End on your WO, you will recognize during drag&drop on the Schedule Board that the color of your mouse cursor changes. In addition you can create booking rules to act adequately (on the hourly board). And as per the previous answer, RSO can also take this time window into consideration.
Many Thanks, Alexander and apologies for the delay in responding - I was on an extended winter holiday. I have seen the presentation about what's coming in v8.3 and hope it will meet our requirements which are Priority driven response and fix/resolution times.
Karunakaran - Hi and Thanks. Apologies for the delay in responding - I was on an extended winter holiday. I have seen the presentation about what's coming in v8.3 and hope it will meet our requirements but can't be sure yet as it didn't show a connection to the customer agreement.
I need to be able to set up an SLA against an agreement. This will be such that for Priority=High the Response (1st arrival on-site) = 4 hours and the Resolution (WO Completed or a specific flag indication this is set) = 12 hours.
Different contracts can have different SLAs (ie different combinations of priorities & Response/Resoultion times). When a WO is received, it needs to inherit the appropriate SLA and timers from the Customer agreement.
It would be great to hear how you have tackled this.
Have you thought about using an async Workflow / MS Flow to populate a SLA into the Work Order which you have referenced in your Agreement before? The lookup from Work Order to Agreement is already there Out of the Box.
However it could be good to check what the 188.8.131.52 has to offer to not build something which is oblsolete some weeks later already:
We had to create Agreement specific SLAs with multiple Priority rules to handle this requirement. SLAs were created for Work Order entity, but were also linked to Agreement at the creation time using a lookup. At the time of WO creation, a WF fetches the Agreement SLA to the WO overriding the STD WO SLA. We used a STD SLA that applies to all Work Orders (4hrs Response Time (WO>In-Progress) and 8hrs Resolve Time (WO>Open-Completed)).
I'm waiting for Microsoft update with Entitlement as well to see how they handle this with ease.
Thanks for getting back, Karunakaran. Makes perfect sense now. I did have a look at FS8.3 and there you can enter the SLA on a Work Order and use it to track Response and Fix times as per my requirement. You still have to create a workflow to write the SLA from the agreement into the WO. This in turn then has to invoke another workflow to select the KPI and calculate the target response/fix time. So I am not sure what the user experience will be like if these remain asynchronous.
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