Field Service handling appointment rejections and time changes

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Posted on by Richard Witton

I'm trying to implement D365 Field service in my organisation but coming up against a bit of a show stopping problem.

Currently when a work order is scheduled an appointment is automatically created in the background and emailed to my engineer and my customer so that it appears in their Outlook calendars. Now the issue arises if the client rejects the appointment or proposes a new time, as this just comes back as an appointment update in the mailbox that sent it, and doesn't make it back to field service, leaving my dispatcher to perform the same role that she does currently, of looking in the mailbox and manually updating the schedule to suit.

What I would like to achieve is for Field Service to alert the dispatcher to the rejection (or new time) via the schedule board, perhaps by colour change or similar, so they can then take the appropriate action. Does anyone have any ideas how to do this or alternative suggestions?

Thanks in advance!

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Resource Scheduling Optimization

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antc 2,911 on at

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Can't you create a rule on that mailbox and add it to a queue or similar.

Then you would need a plugin to retrieve the relevant booking, cancel the booking and it will then make the Work order appear in your unscheduled view.

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Andreas Cieslik 9,267 on at

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First, there is no OOTB solution for this issue.

Suggestion:

You would need to make sure the updated appointment will be sync'd back to D365.

Then implement a plugin that will recognize and respond to the changed appointment in relation to that work order or booking to change it's status to a value so that the dispatcher will recognize it by the color associated to that status: docs.microsoft.com/.../set-up-booking-statuses

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Andreas Cieslik 9,267 on at

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It could be done with OOTB measures if it really follows a simple rule so that we could handle it with a workflow.

E.g. if appointment start or end time or status has changed / changed to canceled, then change status of regarding work order /booking to unscheduled or whatever custom status you require.

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