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Be able to filter on Service Account & Primary Incident Type for customer assets in work order

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Posted on by Robert Foster HdWE

We are a property management company looking to start implementation of D365 field service.

Existing setup proposal is the units we lease to tenant will be the Service Accounts in Field Service.

Within each property we will then have an array of assets (some physical e.g. washing machine, boiler, fridge) and some charactertics (e.g. the colour a wall is painted or the type of flooring in a unit).

Because we have multiple units (Service Accounts) we will have Products (e.g. washing machine) in multiple service accounts (each specific washing machine in a unit will be a customer asset).

Issue we currently have is we are being advised that there is only a single level filter that can be used when offering what assets are to be included in the work order.

The outcome of this for us would be we would either have all customer assets in a service account (e.g. washing machine, fridge, boiler, each light fitting, windows etc) as the display option or it will all primary incident type assets (therefore all washing machines in all units/service accounts).

We are of the opinion there must be a way that for a specific work order only have the display the specific asset that needs to be worked on (So if the washing machine in Unit X is broken - the work order will only show the customer asset which is the washing machine in Unit X, and not all washing machines in our inventory or all customer assets in Unit X.

Hoping someone on here may have experience similar and can advise how best to handle this.

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Gabriel Dias Junckes 2,435 on at

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RE: Be able to filter on Service Account & Primary Incident Type for customer assets in work order

Hi Robert.

I imagine you have configured something similar like this:

- 23 Queen St, Auckland (Service Account)

-- Block A (Function Location)

---- Floor 1 (Function Location)

------ Ap 109 (Function Location)

-------- Boiler (Customer Asset)

-------- Washing Machine (Customer Asset)

Instead of opening a work order and selecting the access, you can instruct your users to find the building first and navigate from the asset and locations (as per the image below), so you can create a work order from there. It will already populate the Service Account, Billing Account and Customer Asset, so the users must pick the incident type.

Regarding multiple Customer Assets in the same work order. They have all to be in the same physical location, like a building. You can add them with the Incident Types in the Work Order. As a result, It will create the Product, Service and Tasks.

The products/services are chargeable and will go on the invoice, so you can show the customer the breakdown.

The tasks are the inspection result which will build your asset history, you also can print it and send it to the customer or build a portal to make it self-service.

From the technician's point of view, they can see all the above when opening the booking on the mobile.
Field Service Forum 15 on at

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RE: Be able to filter on Service Account & Primary Incident Type for customer assets in work order

We are a manufacturing company, and we have had the same issue with our machines in Field Service. Our machines consist of more units/sections and alltogether they are a production line. As we service many units at when visiting our customers, we have chosen to create every single unit on the machine as a customer assets. The challenge for us have been to have more assets on the work order, which from standard cannot include more than 1 customer asset. We have been advised to put the assets on the work order under work order incidents. By this the Field Service Engineers can have them listed on the app for their info on, which machines to service and still put invoice hours on every single assets for tracking service hours on the differenct machinery.

This is a work around solution that our Dynamics 365 Consultant advised us to use, since Microsoft has not made it possible to attach more customer assets on 1 work order.

Hope this input was useful for you.
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KK-365 1,010 on at

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RE: Be able to filter on Service Account & Primary Incident Type for customer assets in work order

If your unit is treated as Service accounts and all the items in the unit like washing machine, refrigerator etc are treated as Customer Asset.

Then, to get the filtered view of customer asset in Primary incident type asset your can do the following setting shown below in Classic mode.

Change Show only record where:

Service Account (work Order)

Contains:

Account (Customer Asset)

You can also do the same settings for any custom field.

Please mark this answer verified if your issue is resolved.