Automatic Update Policy for Field Service
The Field Service (FS) solution will enable system-driven, automatic updates, in alignment with other Microsoft announcements that have highlighted the improved update process for Dynamics 365.
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When I convert a case to a work order the field 'Primary Incident Estimated Duration' does not get populated although the Incident Type has a Duration. Has anybody else experienced this? Any suggestions?
Try removing and re-adding the primary Incident on the work order and see if it gets updated then? I had this issue before it looked like the duration doesn't get updated if the Work Order gets create with the Primary incident but it does get updated if you add the Primary Incident after the Work Order gets created.
Thanks Thomas. on of my colleagues figured it out; when you create a WO directly, or update the primary indent type on the WO it takes the duration correctly from the duration of the incident type. When you create the WO by converting a Case to a WO it takes it from the tasks attached to the Incident type. If there are no tasks with a duration the WO Primary incident Estimated duration is then zero. I'll raise this as an idea - perhaps vote for it. Thanks for getting back.
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