Work Orders Continued

This is continuation article to the previous one where we learnt what is a work order and its life cycle. In this article we will understand different relationships around work orders, definitions if required and work order status

Work Order Type: This is a basic categorization of work like installation, repairs and Preventive maintenance.

Priority: This defines the importance of work order. This can be updated and displayed on the scheduled board to help scheduling work orders.

Service Territory: Service Territory helps organize work orders by geographical area.

Billing/Service Account: Each work order should specify who it should be billed and where the work order to be performed? Billing and Service accounts represent this information respectively.

Resource Booking: A bookable resource, it depends on your implementation whether a bookable resource is contact or an equipment. This record consists of resource skills, resource roles, time zone and other requirement information specific to resource.

Resource Requirement: When you create a workorder, you can specify, resources requirements which can help schedule your work order. For example, a monthly maintenance work order for a specific client is performed a specific resource with appropriate skill for a period of time. This information will be maintained in Resource requirement record. This is the information we see on schedule board.

Incident: Incident represents a common issue that a customer could report. Incident types can be configured from Field Service settings where you define, duration, services performed, Service tasks and Products.

Products: Dynamics CRM Product catalog can be used. When you install Field service, a new FS Product type field gets added to product catalog where Inventory, Non Inventory or service are defined. System allows you to add these products to work order / incident which might be required to complete the work order.

Services: Determines the services required to complete the Work Order

Service Tasks: Check list or TODO list or step by step instructions to complete a work order.

Characteristics: Skills or certification required to work on a work order.

Work Order Status: There are multiple out of box work order status available. However, Microsoft recommends customizing these work order status to be kept minimum as there are workflow and other application functionality defined around them

  • Out of the Box Statuses are:
    • Open – Unscheduled
    • Open – Scheduled
    • Open – In Progress
    • Open – Completed
    • Closed – Posted
    • Closed – Canceled

As these status may not work for every implementation, Microsoft has come up with Work order sub-status. this allows additional detail about a work order. These can be customized and added under an existing Work order status. This field is a lookup field.