Work Order Types

Field service requests are managed through work orders by which the IDI platform and Zinier share information. 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.

Notes:

• This functionality is only available if Field Service Management is enabled in your system. Refer to the Field Service Management article in the IDI Knowledge Center for details.

• Also, certain permissions related to work orders are required. See Permissions below.

  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 blank fields for creating a new type in the right panel. The fields are organized on two tabs - Details and Extended Data.

  

Details:

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 Add New Field 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.

  

Permissions