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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Notifications for foll...
Microsoft Dynamics CRM (Archived)

Notifications for follow up visits Field Service Mobile App

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Posted on by Mohd Tahir 676

Hi Field Service Professionals, 

When a booking is completed, the field service resource closes the booking using the mobile app. But this doesn't closes the corresponding work order. For closure of the work order the dispatcher reviews the work order and then closes it. What if a follow up visit is required for the work order to be completed. What suggestions do you ave for the following needs: 

1. How would the field resource notify the dispatcher that a follow-up visit is required from within the mobile app?

2. Also will a new work order get created for completing the remaining Service tasks required in the follow up visit? If yes how will the two work order get related to each other?

Even any suggestions on this would be highly appreciated.

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  • Verified answer
    Abbas Khan Profile Picture
    Abbas Khan 255 on at
    RE: Notifications for follow up visits Field Service Mobile App

    Hi Mohd

    No matter how many child work orders are created, originating work order remains same, for example original work order was 123456 then following work orders like 123456-1, 123456-2 etc. will have originating work order set to 123456

    Some clients do not use follow up and create a completely new work order, depends on requirements

    Some clients use out of the box functionality i.e. use follow up - reason for that is you can clone work order without any modifications and you might use different incident type for new (follow up) work order and you can edit it easily rather than creating a completely new. One of the benefit of creating follow up work order is that you can keep track of history that when and where original job was created, why it was not completed etc.

    Creating new schedule under same work order can cause issues, for example original work order was created for manufacturer warranty and when engineer turned up there he realised its a damaged item or a different fault which is not covered by manufacturer warranty so needed a new work order with a new incident type, cost etc.

    When dispatcher gets notification, he/she can read notes and charge customer differently.

    If you create schedule under same work order then we will need to modify existing work order and we will lost history

    Hope this explains.

  • Mohd Tahir Profile Picture
    Mohd Tahir 676 on at
    RE: Notifications for follow up visits Field Service Mobile App

    Hi Abbas,

    2.) That means if the work of a client isn't completed in the second booking as well, again a new work order will be created. Isn't it? Now this means the third work order created by the field resource will have the second work order as parent work order. This way all three work orders will be related?

    But the point is then why a work order has a 1:N relationship with bookings. Why shouldn't we create new bookings within the same work order for all follow ups? Please correct me if I am wrong.

  • Suggested answer
    Abbas Khan Profile Picture
    Abbas Khan 255 on at
    RE: Notifications for follow up visits Field Service Mobile App

    Hi Mohd

    1) Field engineer can create a follow up work order (usually at the top on right) and by writing a workflow can send an email to dispatcher - you can also expose follow up (option set) to mobile app and by setting that to yes (by resource) will update existing record when sync with CRM and trigger a workflow to send an email

    2) When a follow up work order is created, Originating Work Order field on new work order is populated with parent work order

    Hope this helps

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