You can only set an estimated duration, if no service task gets added or the added service tasks have no duration set.Ĭopy Incident Items to Agreement: This setting only applies to incident types that are used as part of customer agreements. A work order duration is the sum of all incident durations. If related service tasks have a duration, the incident type duration is the sum of the service task durations. Incident types using that work order type also use the related price list, which saves time filling in price data.Įstimated Duration: The duration for this incident type. You can add a default price list to a work order type. On the General tab, provide a Name and an optional Description.ĭefault Work Order Type: The work order type that applies to a work order when a user chooses this incident type. In the Work Orders section, select Incident Types. In Field Service, change to the Settings area. Select Create Incident Type to save the template.Ĭreate incident types from the incident types form. The estimated duration is read-only if the value is derived from related tasks. Remove related records that you don't want to copy. Provide an Incident Type Name and an optional Description. Open a work order record and select Create Incident Type in the command bar. In Field Service, change to the Service area. Create an incident type from a work order formĬapture a work order quickly as a template. You need the Field Service - Administrator security role to create incident types. The same is true for products, services, and characteristics. There will then be one list of unique service tasks that are added to incident types, which create Incident Type Service Task records. Create this service task once and associate it to the relevant incident types. For example, "Put on safety equipment" is a service task that needs to be completed frequently. The service tasks, products, and services can be associated to multiple incident types. Relate incident types to requirement group templates to specify requirements for a work order and schedule it to multiple resources.īecause incident types represent a grouping of service tasks, products, and services, we recommend you create these records first. Relate incident types to a customer asset to build service history. Other important incident type features include:Īdd multiple incident types per work order to define multiple issues or procedures that need to be completed. Rather than reporting on work order types to understand the number of repair work orders, an incident type lets you report on the number of power failures for a specific asset category. They let you discover trends for specific issues. Incident types are also helpful for reporting. If you discover better procedures, update the incident type, and it's immediately available to the entire organization. Incident types ensure all field technicians are performing the same actions to resolve work orders. Organizations benefit from using incident types because they codify issues, procedures, and resolutions, and help standardize processes across geographies and business lines.
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