Field service requests are managed through work orders. This is how the IDI platform and Zinier share information. IDI Work orders map to the Zinier work order templates that contain a specific set of tasks to fulfill a specific type of service request (for example, Fix Break, Installation, etc.). Create as many work order types as needed to complete this mapping.
In Workflow, select CONFIGURE > Work Order Types to display the configuration form.
Existing work order types (if any) are listed in the left panel. A green check indicates the work order type is enabled and available for selection when you initiate a work order. Clicking an existing type displays the current configuration which can be edited as needed (including toggling the enabled status). If there are more types than can be displayed at one time, use the right/left arrows on the bottom of the form(< >).
To create a new work order type, click New Type. This displays the fields for creating a new work order type in the right panel on two tabs – Details and Extended Data.
Details Tab
Name | Display name of the IDI work order. The name will display when selecting or viewing a work order in the IDI platform. |
Description | A brief text summary of the work order’s purpose. |
Work OrderProvider | Choose Zinier. |
Work Order ProviderType | Zinier work order template that maps to the IDI work order. The field uses an API to return the work order templates you configured in Zinier. |
Enabled | Determines if the work is active and selectable when creating a new work order. |
Extended Data
You can enhance the work order type by adding extended data, letting you customize information based on the specific work being carried out. For instance, you can provide specific details for a trouble request vs. an installation, or distinct data points for different types of services. Use the Extended Data tab.
You can add extended data specifications by clicking the AddNewField button.
This displays a new line where you can either specify the data manually or use a data lookup to auto-populate the data.
Adding Data Manually
For each specification:
Enter the field name in the first field.
Select a data type from the drop-down menu.
Optionally enter a default value.
Choose whether or not the field is required using the check box at the end of the line
You can remove a field by clicking the associated red X at the end of the row. Use the ellipses on the left to modify the way the properties are displayed.
Automatically Populating Extended Data – Data Lookups
Leverage powerful Smart Data and data lookup features to effortlessly and accurately populate your data, ensuring a seamless and efficient work order creation process. To perform a data lookup (smart data) on an extended data specification, click the Data Lookup icon as shown below.
The icon lets you select one of four predefined (System.) Data Lookups or create your own custom data lookup.
Using a Predefined Data Lookup
Using one of the predefined lookups returns the data as described below. It auto-populates the Customer, Order or TicketID as applicable, and determines the applicable Data Type. You can choose to make the field required or not.
System.LinkedCustomerID – Returns the Customer ID for the work order.
System.LinkedOrderID – Returns the Order ID when the work order is generated from Workflow.
System.LinkServiceID – Returns the Service ID when an affected service is used to generate the work order from a Ticket.
System.LinkedTicketID – Returns the Ticket ID when a work order is generated from a Ticket.
Specifying a Custom Data Lookup
The Data Lookup option opens a dialog that lets you create a custom lookup using one of the four predefined options described above.
Start by selecting a Data Data LookUp: Data Lookups are organized by items within the application from which information can be retrieved. For example, CustomerSummary contains the customer details you want to send to the FSM provider. Selecting a Data Lookup enables the Property Name field and provides a Filters field.
Property Name: Select the field or value within the application that contains the data to send to the FSM provider. For example, send the Customer Type value.
Filters: Informs the system which object to pull data from. For example, use System.LinkedCustomerID to uniquely identify the customer so IDI can retrieve the correct Customer Type for that account.
Once a data lookup is set up, the icon changes to a kebob (ellipsis) with options for managing the smart data specification.
Note:
Refer to the Workflow web help for more information on extended data and data lookups.