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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Work orders do not inh...
Service | Customer Service, Contact Center, Fie...
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Work orders do not inherit the Products and Service Tasks from the related Primary Incident

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Posted on by Cribbie 33
Hi All
 
I have a working end to end Field Service solution in my DEV sandbox but upon installing the MS Field Services solution (same version as DEV) into QA, the product is behaving differently (not as expected). 
 
Normally, when a user associates/relates a primary Incident type (which has products, services and service tasks associated) to a work order, those items (products, services and service tasks) should pull through to the work order as work order products etc... But, in this environment it does not do so. Also, when the work order (related to a primary incident type with prods, etc) is scheduled, none of the Products, services or service tasks pull through to the booking record.
 
I have checked the setup of the incidents, and they are exactly the same as the ones that behave correctly in DEV. 
 
Is there maybe a setup somewhere that i am missing?
 
Any ideas?
  • Suggested answer
    Ian_P Profile Picture
    Ian_P 64 on at
    Work orders do not inherit the Products and Service Tasks from the related Primary Incident
    Work Order Products and Services can have relations to Work Orders, Work Order Incidents and Bookings.  
     
    If the association from each Work Order Product and Service does not exist to the record you wish to view them from, then you will not see the Work Order Products and Services from that record.
  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    Work orders do not inherit the Products and Service Tasks from the related Primary Incident
    Hi,
     
    Please click the Refresh button or click the Record to view Actions tab in the Incident subgrid.
     
    I had the same problem following the steps in the article below, neither the product nor the service appeared after clicking the save button, until I refreshed the interface and everything was fine.
     
    If my answer was helpful, please click Like, and if it solved your problem, I hope you can verify it to help other community members find more.
    Please feel free to contact me if you have any further questions.
    Regards,
    Haig

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