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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Work order life cycle
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Work order life cycle

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Posted on by Tinbeard 5

Hi, I'm after a bit of advice regarding how to handle the following work order life cycle, we are in the process of having Dynamics 365 / Field Service installed so would like to understand how this is normally handled and can it be done OOB.

Life Cycle:

Unscheduled --> Scheduled --> Travelling --> In progress --> (all pretty easy so far).  The difficulty is that we will not always move to complete from this stage as we may need to return to the customer with a replacement part or with additional resource or equipment. Eventually the work order will be completed at which stage we want to sum up the labour and parts used across all the visits to the work order.

At the moment we seem to be only able to move directly to complete and have no way to move these work orders to unscheduled with a new status of 'Requires Parts' or 'Revisit Required'

pastedimage1653061948027v1.png

I Hope this makes sense,

  • Tinbeard Profile Picture
    Tinbeard 5 on at
    RE: Work order life cycle

    Hi,

    I've created a number of work order sub-status options that are linked to the completed status of the work order, I'm assuming that once a technician attends the site and finds out that a return visit is required he would just complete the work order as normal with the details of what's required, finally setting the sub status to 'Return Visit Required'.

    The scheduler will see this in their view as a completed work order with return visit required as a sub status, in order to reschedule this I'm guessing they would need to create a follow up work order?

    Will this maintain continuity with the previous work order so time and materials can be tracked for the final invoice?

    Apologies for all the questions, I'm effectively an end user trying to understand the best way progress work orders.

  • Suggested answer
    Gabriel Dias Junckes Profile Picture
    Gabriel Dias Junckes 2,435 on at
    RE: Work order life cycle

    Hi.

    You can use the work order sub-status to control it. After completing the booking if the technician knows when to come back for another visit, he or she can create a follow-up booking, so the work order will go back to schedule. Otherwise, it will be completed but you can use the sub-status to help you to identify which stage it is at.

    I like to customize the mobile app to facilitate it for the tech. I add a few options on the Booking Sub-status e.g. Follow-up Visit Required, Waiting for parts. I use a business rule to show and hide a date field when the next action is required. So a Flow will trigger and create another booking or set the work order sub-status.

  • Tinbeard Profile Picture
    Tinbeard 5 on at
    RE: Work order life cycle

    Thanks for the reply, I have created the custom booking statuses but didn't  really know which field service status to tie them too.

    I tried the completed status but that didn't seem to achieve what I wanted as I need to see them in the open requirements so they can be progressed and re booked when ready.

    I notice in your screen shot you have similar custom statuses, how do these work for you  can you reschedule these work orders ok?

  • JHarvey Profile Picture
    JHarvey 108 on at
    RE: Work order life cycle

    Have you created custom Booking statuses?

    pastedimage1653074930159v1.png

    Not sure if this helps...but...
    docs.microsoft.com/.../work-order-status-booking-status

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