Specify Primary Incident Type on Agreement-generated Work Orders when there are multiple Incidents

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Posted on by AllThingsMS

Is there a way to set the Primary Incident Type on a Work Order created via the Agreement when there are multiple incidents?

For instance- If you have an agreement booking setup with the following incidents and you want the Inspection Incident to always show as the Primary Incident and the related Customer Asset to show as the Primary Customer Asset

Inspection related to major Customer Asset
Cleaning Part 1 related to minor Customer Asset
Cleaning Part 2 related to minor Customer Asset
Inspection related to minor Customer Asset
Inspection related to minor Customer Asset

Documentation states that the Primary Incident Type is whichever Incident Type is added to the Work Order first. I have not found a way to ensure the "main" incident gets created first via the Agreement workflows.

Create work order templates with incident types | Microsoft Learn

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AllThingsMS 70 on at

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RE: Specify Primary Incident Type on Agreement-generated Work Orders when there are multiple Incidents

Thanks Ian, I'll run with that. I think a night job that looks for Major Asset Incidents not set as Primary on Work Order would work.
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Ian_P 41 on at

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RE: Specify Primary Incident Type on Agreement-generated Work Orders when there are multiple Incidents

Looks like you would have to add a customer field to the Agreement Incident record.

Then have a Flow triggered by a New Work Order with a related Agreement value, that removes the Primary tag from the Work Order Incident, then adds it to the correct one.
AllThingsMS 70 on at

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RE: Specify Primary Incident Type on Agreement-generated Work Orders

Sorry, to clarify - I have multiple incidents on the agreement booking setup and I'd like to be able to set a specific one as Primary. Is this possible?

When primary incident is set randomly by the agreement when there is multiple incidents, it makes this field less useful for reporting purposes.

Thank you for your response!
AllThingsMS 70 on at

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RE: Specify Primary Incident Type on Agreement-generated Work Orders

Sorry, to clarify - I have multiple incidents on the agreement booking setup and I'd like to be able to set a specific one as Primary. Is this possible?

Thank you
Leah Ju Microsoft Employee on at

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RE: Specify Primary Incident Type on Agreement-generated Work Orders

Hi AllThingsMS,

There is one entity named Agreement Booking incident, which specify the booking incident for the agreement.

It has N:1 relationship with Agreement/Agreement Booking Setup/Incident type:

From the agreement booking setup, select +Add Agreement Booking incident record. Use the tooltips as a guide to specify the incident details, and then select Save & Close.

https://learn.microsoft.com/en-us/dynamics365/field-service/set-up-customer-agreements#step-3-add-agreement-work-details

Result:

After the agreement activation, one work order has generated automatically in one booking date:

Navigating to the work order, you will find that the 'Primary Incident Type' has been populated with value 'Power Fluctuation'
Gabriel Dias Junckes 2,435 on at

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RE: Specify Primary Incident Type on Agreement-generated Work Orders

Hi.

We can configure the primary incident type on the agreement.

However, you can configure the Work Order Product/Service/Task or add the incident type, which allows you to link to multiple assets.