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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Why does system remove...
Service | Customer Service, Contact Center, Fie...
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Why does system removes value from some field/column on work order?

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Posted on by ekmode8483 71

Hello,

In workorder we have a look up column "Service Territory" coming from service accounts, on  few of the work orders we found that system has removed the originally assigned  service territory value.

Can be seen in below audit history - User one assigned territory "7-East" and after some days System removed that value. 

pastedimage1645105854963v2.png    

When we click on Event > Update we  get below details.

 pastedimage1645129630051v1.png

 Above changes have happened to couple of work order records. System status for few workorder is "Completed" and for few of them is "Unscheduled" and few of them is "Scheduled"

Can you share the reason why system updated the field/column value.

Looking forward for your inputs.

Thank you in advance.

  • Community Member Profile Picture
    Community Member on at

    I’m not aware of any out of the box logic that should remove these values from the world order record.

    In all likelihood, there is some custom logic or process that runs in “System” context that is changing the territory value and the work location value to null.

  • Suggested answer
    Nya Profile Picture
    Nya 29,064 on at

    Hi,

    Have you checked if there is any workflow or plugin targeting at the entity?

    If yes, the update made by it will be recorded as "Changed by SYSTEM".

  • ekmode8483 Profile Picture
    ekmode8483 71 on at

    Hi,

    Thank for your reply.

    Yes, we have checked the field dependencies, process and workflow none is related to UPDATE record.

    Thank you.

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