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Incidents and service types - portal usage

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Posted on by Thorir

Hi all,

I have multiple clients with different needs and types of service. Our main service is towards the HORECA and Retail market, being maintainance of coffee, beer, ice machines, freezers, coolers etc.

When our client will log into their portal to create a work order, can I make sure that they don't see service types that does not fall under their business? My IT contactor says that this is not a option within the Field Service Solution, i.e. all clients will see all service options.

For instance a retail store does not have to see the option for repairment of beer lines - and a pub doesn't have to see a repairment of a large retail freezer.

In a nutshell - can I customize in the portal the work order types/incidents between clients, so the don't see what does not belong to their business or agreement?

Thank you for all possible help and guidance,

Thorir

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Al Iggs Microsoft Employee on at

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I haven't tried it myself, but as an idea: Create a 1:n relationship from Account to Incident Type, and list the valid incident types for that customer. Create an entity permission for the Incident Type and restrict access to only those listed for the portal user's account. Worth a try and shouldn't take more than an hour. Little downside is the admin effort, which could be reduced by creating a Flow that associates the Incident Types based on Account Type.

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Dan Gittler - Dynam... Microsoft Employee on at

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Building on Alex’s idea, I think you will need an N:N table as opposed to a 1:N since an incident type can have many accounts associated.

1. Create a many to many relationship between account and incident type

2. If you can categorize your accounts into types, and if they match that type they always use that incident type, you can use flow to populate/maintain that table based on the account type you set. Meaning if retail always uses incident type A, B, C but HORECA uses A, F, G, then set the account type and use flow to populate the account N:N incident type table.

3. Here you can see I added one incident type to the account on the N:N relationship

4. Once you have that... I'm not a portals expert but I believe it uses standard form/view capabilities from Dynamics. Go to the Work Order form you expose on portals and on the incident type attribute, set the filter like this. You will probably want to turn off "Users can turn off filter"

5. Here you can see on the WO form that only the "clean part" incident type which we related to the account shows in the picklist

Again, I am not a portals expert to confirm this all works in portals, but try this and expose to portals and it may do the trick!

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Al Iggs Microsoft Employee on at

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Image uploads don't work for me at the moment, so I can only explain. First of all, my bad, instead of 1:n I meant m:n as pointed out by Dan. Similar to his instructions I created the relationship, but didn't change the view. Associated some incident types to the account of the logged-in user. Next I created an entity permission for entity=Incident Type, scope=Account and selected the relationship from the previous step. Refreshed the portal and confirmed that I'm seeing exactly the "approved" ones.

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