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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Work Order Lifecycle B...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Work Order Lifecycle Best Practices Question to fit out needs

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Posted on by crham 390
We very often do not finish a work order after a single booking.  So here's the conundrum.
 
Once we complete that first Booking the Work Order status is changed to complete (based on our D365 Field Service settings).  Now when we need to go back there's no Book button and we have to go look at the Bookings list and create a new one that way.
 
If we use a new status like Day Complete-Return Needed that does NOT complete the WO, that booking and it's time logs get messed up when we do complete the WO because the system now changes that booking to Complete and puts the end date/time as the current date/time.
 
SO
 
How do people close out a booking so it doesn't get messed up but not complete the Work Order so it's still considered In Progress?
 
Yes I can do something with a Flow but I'm assuming (or at least hoping) that many customers have a similar use case and there's a Best Practices way to work within the WO Lifecycle.
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  • Suggested answer
    Lucky Dog Profile Picture
    Lucky Dog 670 on at
    Hi There. There is a flag now on the Booking Status which determines whether the Status completes the Work Order.  So you can have a Booking Status: 'Left Site' that complete the work order and another one: 'Left Site- Further Visit Required' that doesn't.
     
  • crham Profile Picture
    crham 390 on at
    Thank you for replying.  However, that is not the solution.
     
    We already have Complete (that completes the work order), and Day Complete-Return Needed (that doesn't complete the work order).
     
    THE PROBLEM LIES IN HOW DYNAMICS DEALS WITH BOOKINGS AND TIME LOGS that do not complete the work order.
     
    Let's say we have a job that is a weeks worth of work.
    --Mon thru Thursday technicians use the Day Complete when finished for the day.
    --On Friday the job is complete and they  use Complete when finished.
     
    THE PROBLEM is that Field Service then sets the end date of  the Mon-Thu bookings as Friday when it SHOULD have left them alone.
     
     
    How is this being overcome by those that have jobs that last more than a day?
     

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