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Hi
As I understand it, agreements is great when we think of preventive maintenance. But if we are looking at predictive maintenance (IoT Alerts, etc.)
I cant see any direct connection between Agreements vs Customer Assets/Devices/IoT Alerts.
When we get IoT Alerts into FS, and creates Work Orders, we would really like to have the agreement direct connect to either the customer asset or the Work Order.
I know that I can just create custom relations, but is this the right way to use Agreements?
My guess is that "_msdyn_primaryincidenttype_value": "Some Incident Happened" causes the error, because the Primary Incident Type is a lookup, not a text.
Which connector do you use to create the work order and can you share a screenshot of that step? And if you look at the Flow/Logic App run, do you get more details of the error?
HI Alexander,
Thank you for your response. I tried out the approach # 1 you mentioned above where I tried to build additional logic in the logic app "IoT-to-CRM" which comes out of the box during the installation of connected field services solution with an IoT Hub architecture.
After IoT alert is created in the Logic App, I used the IoT Alert ID to create a work order if the reading value is over threshold (indicating criticality).
However, this gave a 400 error. Would you be able to advise what the issue might be ? The error was:
{
"status": 400,
"message": "Bad Request - Error in query syntax.",
"source": "orgxxxxxxx.crm.dynamics.com",
"errors": [],
"debugInfo": "clientRequestId: c8aaa60d-2dcb-42cb-9161-7bc88a6af5c0"
}
Here's the input to creating a new record in work orders using Common Data Service:
{
"method": "post",
"path": "/v2/datasets/orgxxxxxxx.crm/tables/msdyn_workorders/items",
"host": {
"connection": {
"name": "/subscriptions/XXXXXXX/resourceGroups/rg-XXXXX/providers/Microsoft.Web/connections/commondataservice"
}
},
"body": {
"_msdyn_billingaccount_value": "XXXXX",
"_msdyn_customerasset_value": null,
"_msdyn_iotalert_value": "9297aac7-ddb8-e911-a989-000d3a3acafd",
"_msdyn_pricelist_value": "Office 365 USA (sample)",
"_msdyn_primaryincidenttype_value": "Some Incident Happened",
"_msdyn_priority_value": "Urgent",
"_msdyn_serviceaccount_value": "XXXXXX",
"_msdyn_serviceterritory_value": "United States",
"_msdyn_workordertype_value": "IoT-predictive maintenance",
"msdyn_ismobile": true,
"msdyn_latitude": 39.742043,
"msdyn_longitude": -104.991531,
"msdyn_name": "27919",
"msdyn_primaryincidentdescription": "Some Incident Happened",
"msdyn_systemstatus": 690970000,
"msdyn_taxable": false,
"msdyn_worklocation": 690970000,
"msdyn_workordersummary": "Some Incident Happened, creating automated work order"
}
}
Thank you so much.
Regards,
Puneet
Hi Puneet, the standard logic of Connected FS will create an IoT Alert in D365 based on logic in Azure. If you want to automate the WO generation, you can do that in 2 ways based on your scenario:
#1: Build additional logic in Azure, e.g. in a logic app to determine when an IoT Alert is sufficient or if case/WO are required. An example would be that a highly critical issue leads to a WO directly.
#2: Build additional logic in Dynamics using workflow or Flow. The benefit of this approach over #1 is that you can incorporate Dynamics data, like the asset hierarchy, the customer's SLAs and/or entitlements.
Coming back to your question, using approach #2 it is not mandatory to create a case, however it might make sense if the equipment provides remote access. This way a CSR can try to fix the issue remotely, avoiding costly field service visits. If this was not successful, create a work order from the case. In cases where remote troubleshooting is not possible, your workflow/Flow could skip the case and create a work order directly.
Again, technically you have all the flexibility, but your business process will suggest which route to take.
Hi Casper,
I’m new to dynamics 365 and am trying to figure out how to process incoming IoT alerts and automatically create work orders for them. Would you be able to advise how this is done ? As I understand that out of the box, an IoT alert needs to be converted into a case before creating a work order. Hence, any documentation on automatic creation of work orders will help !
Thank you.
Regards,
Puneet
Thanks for the additional explanation, that helps! I was referring to the Agreement entity, while your question is about SLAs, service level agreements. We have just released documentation: docs.microsoft.com/.../sla-work-orders
The SLA kicks in regardless of how the WO is created, i.e. it works for IoT alerts, but also for regular WOs.
When IoT alerts gets into our D365FS, they are automatically getting processed and a work order will be created. We would like to be able to control work orders and scale them, by looking at the SLA (Agreement) that the customer connected to the Customer Asset has.
This means that If we have a couple of "Gold" SLA' Work Orders, we want to take them before the "Silver" ones. Does it make sense? Otherwise I will try to discribe it a bit more.
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