Work Order Service Task Link to Product/Service

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Posted on by Stuart Rolfe

Hi, not sure if this is possible but my understanding is that on a work order the field user will have a list of service tasks (actions he/she must carry out) they can then mark if these tasks are complete. but for the company to charge the customer for the work carried out products and services are used, this enables a tracking of physical products and time based services.

So my question: is there a way to link a service task to a product and/or service, so that the action taken by field user against the Service task updates the related product/service? or does the field user have to update both service tasks and services (and potentially products)?

Many thanks

Stuart

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Andreas Cieslik 9,267 on at

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You can use incident types or manually add a service that would contain the time required to fulfill the service tasks and is used to calculate the amount to be billed.

With incident types you can create a template. One incident type could have service tasks and services associated and will be copied on assignment as primary incident type on the work order. Again, the service(s) could contain the amount of time necessary to fulfill the service tasks.

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Stuart Rolfe 5 on at

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Hi Andreas, many thanks for your reply. Yes I forgot to mention but I do have an Incident template set up, that would be used to populate the services/products/service tasks.

for an example it could be called Incident A, this has 2 service tasks called Task 1 and Task 2, It also has a service on the incident Type called Service A. but I cant see that there is a way (out the box) to allow the completion of the service task/s to trigger the service.

The reason I ask is that if there is only 2 tasks and 1 service on a work order this is not a big deal to manually fill in all three (ie complete both tasks and put time against service and mark as used) but more often than not an field user will have a work order with many tasks to do and so many things to charge the customer for.

it might be that its not possible. but I thought I would see if anyone else has had a similar query.

Thanks again

Stuart

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Thomas David Dayman 11,323 on at

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Hi Stuart ;)

If we are using the convert to customer asset functionality then it would link the customer asset to the Product and Work Order Product. So when an engineer goes to do a task on a customer asset it would already be linked. But as we are using it differently then it wont connect the customer asset and product.

Although Andreas's answer is good too.

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Stuart Rolfe 5 on at

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Hi Tom, Thank you, yes I think the customer asset from product would need investigating for other elements of our system - for when we sell a customer a new product that product converts to an asset, but we would need to define which products can be converted to asset and which products that shouldnt - so a large unit (fridge freezer) would be an asset, but a service kit would not.

My question is more a query if there are service tasks can these trigger a service/product, ie setting task 1 <tie shoelace> and Task 2 <button Coat> to complete triggers service A to used <dressing Customer @$25>. or even setting task 1 to complete triggers product A (new laces) to used & service A <dress customer @$25>.

I dont think they are related out the box. but was interested if anyone else might have had a similar question.

Thanks again for your reply ;)

Stuart

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Dear Stuart,

I can relate to your question somehow, but due to the fact we do lots of different things at customer site, it is not even meaningful to track all the things we are doing (as an IT service company), at least not on the WO in CRM. So basically, the most important thing for us is to bill the time spent on the booking. OOB all 'costs' are automatically being calculated based on the time stamps, but as it comes to the service needed to be billed, I need to fill in manually the duration of that service??

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Stuart Rolfe 5 on at

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Hi Cube, Many Thanks for your reply, yes I think it is the same here the services have a value and charge the customer at a timed amount so 45 minutes marked on the service = £** to bill customer. this leaves the service tasks as items the field resource ticks off as he goes along, but serve no other purpose. I was hoping that if a resource has marked a time of 15 minutes against Task A and then 30 minutes against task B this could some how trigger 45 minutes against the service. but it doesn't allow for this out of the box, I was curious if others had a similar thought.

Thanks again for your reply.

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Dear Stuart,

As I was facing this and noone to make some siggestion, I resolved it myself by making a WF on booking that when status 'completed' a service product is added to the WO, with the duration of the booking 'total duration in progress'

This suits my needs for the moment.

Hopefully for you too.

I'm not using the auto invoice in Field Service as I need to have these 'actuals' transferred to NAV somehow. I'm still figuring out the best way to do that.

Regards

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