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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / work order workflow..
Service | Customer Service, Contact Center, Fie...
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work order workflow..

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Posted on by Community member 15
Hi,  Looking for some guidance here.. 
 
I've inherited a client that is running Field Service module. They seem to have hit a snag with the last auto-update cycle.
Also the workorder substatus seems to be messed up, there are lots of different, un-used statuses and most of them are related to 'complete',
I think I can clean this up, but from a work-flow perspective:
 
1 They create a work order,
2 Assign a booking to it. 
3 The booking is then completed (booking status  = completed) but during the booking the learn that they need to order some parts.
4 At this point, the work order is automatically set to 'completed', presumably because the booking was marked complete ?! Can I turn this off?
 
5 The work order should be in a substatus of /needs parts/ and status of un-scheduled. 
6 The parts are then ordered , the work order should be in substatus of 'parts on order'  status - unscheduled.
7 once the parts come in, the work order would then recieve another booking.
8 the booking will be completed, and the work order will be set to substatus, foreman inspection, status completed
9 the work order will be posted.
 
My problems.. 
At point 4, once the work order is set to completed, or has an attached booking that is set to complete, the system prevents me from changing the work order status to 'unscheduled' again (step 5)
Also at point 4, when in the 'work order view' if I select a work order that is marked as completed, the 'quick book' command button is hidden.. it works fine and is available if I select a work order that is un-scheduled or scheduled.
 
Prior to the auto-update last week, the quick book button was available and worked fine for them regardless of the work order 'completed' status.
 
Is the workflow wrong?  Can you only add bookings prior to anything being marked complete? 
It looks like a someone had tried to add a 'needs additional parts' booking status perhaps to circumvent marking a booking as complete? but no one is trained to use that status.. is this an appropriate way of managing it?
Is it normal to not complete a booking unitl we're ready to close the work order?
 
 
 
 
 
 
  • Verified answer
    Community member Profile Picture
    Community member 15 on at
    work order workflow..
    update:
     
    in the end, and after looking at the most arcane things one could possibly look at to try and sort this out, lol.
     
    My goal was to have them be able to use the book button when a 'completed' work order was selected.  as it stands, the button becomes disabled.
    which mentioned adding: &ribbondebug=true to the end of your CRM URL and getting to see information about the commandbars / ribbon, this was pretty helpful in that I could see what was happening, but I still didn't know how to configure or modify the behaviour.
     
    On another page there was some notes about exporting a solution that had the table in it to get at the command bar config
    Export, prepare to edit, and import the ribbon(model-driven apps) - Power Apps | Microsoft Learn
    but nothing that I exported had the information and all my customizations.xml were empty.
     
    I searched around some more and came across a "RibbonWorkbench" solution that I installed into the SBX env.  which let me configure the button the way I needed it ( I added an OR clause to include completed work orders.. it was being limited to only three statuses) and export a solution!.
     
    I was able to export a solution from sbx that included the change, then import that solution into Prod.
     
    It worked!.
     
    will be nice when all this stuff is finally moved to the "new interface" and we're not going all over trying to implement some of these changes.. this whole command bar/ribbon thing is pretty wild IMO.
     
    Anyway, yay. 
  • Community member Profile Picture
    Community member 15 on at
    work order workflow..
    Hi Rudy,
     
    Thanks for your reply. I was testing in a trial environment and the field service module responds differently to my clients install.  When in the "Work order view", the command bar in my trial environment I'm able to see and access the "Book" regardless of the state of the selected workorder.
     
    In the clients site, when I select a 'completed' work order (vs, scheduled or Unscheduled),  the "book button" is removed from the command bar, ie, the command bar changes depending on the status of the work order that I have selected in the work order view!!
     
    It definitely behaves differently in my trial environment in that the command bar is 'static' and doesn't change when selecting work orders that have different status.

    Any ideas on how to track this down and modify the behavior in the client site?
    In essence this is the crux of their problem, they need to be able to quick-book a completed work order and add another booking..
    apparently it was working before the last bi-annual update, ie, two weeks ago.

    This is a screenshot from my trial environment outlining where I'm looking:

     
     
     
     
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    work order workflow..
    Hi,
     
    Yes, as you described, after our testing we found that if a Work Order has one and only one Booking, set this Booking status to /Completed/. The Work Order status will also be set to Completed and cannot be changed to any other status.
    This is because the Unplanned status is used in cases where a Work Order has been created but no resources have been allocated yet. Once a work order is completed, it cannot be reverted back to the Unplanned status.
    Please refer to the documentation in the following link for details
    https://learn.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status#statuses-in-the-work-order-lifecycle
     
    Additionally, if there are multiple Bookings outstanding, you manually setting the Work Order status to /Completed/ will bring up the following window.

     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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