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

Posted on by 70

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 Profile Picture
    AllThingsMS 70 on at
    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.

  • Verified answer
    Ian_P Profile Picture
    Ian_P 29 on at
    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 Profile Picture
    AllThingsMS 70 on at
    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 Profile Picture
    AllThingsMS 70 on at
    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 Profile Picture
    Leah Ju Microsoft Employee on at
    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:

    pastedimage1667370544980v3.png

    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 

    pastedimage1667370907339v7.png

    pastedimage1667371177487v9.png

    pastedimage1667370225310v2.png

    pastedimage1667370184878v1.png

    Result:

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

    pastedimage1667370665893v4.png

    pastedimage1667370729616v5.png

    Navigating to the work order, you will find that the 'Primary Incident Type' has been populated with value 'Power Fluctuation' 

    pastedimage1667370809578v6.png

  • Gabriel Dias Junckes Profile Picture
    Gabriel Dias Junckes 2,435 on at
    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. 

    pastedimage1667352057639v1.png

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