Dynamics 365 Field service privacy field instructions
Wish we future feature the option to include privacy field instructions in the event to prevent potential inconveniences to the customer-consumer (e.g. construction site, vehicle pick up/drop off, time or schedule of customer, respecting lunch and birthday dates or times, etc...).
Creating Incident Type from a work order
Currently, avenues for incident types are as below. 1. Creating incident type from model-driven app 2. Uploading incident types through importing 3. improving Incident type through AI suggestions While creating a work order for which no specific Incident type is available (consider a situation...
Accessing Work Orders easily in custom workspace
Currently, having a list of work orders in a custom workspace does not allow you to open right into a specific order. Instead, from the list you click the hyperlink to a work order, it opens an intermediate list page outside of the workspace that you then have to click into to open the work order...
Incident Type versioning
Service organisations with extensive Incident Type Service Tasks would benefit hugely from a publishing and versioning process for the Incident Type as part of the standard solution (in terms of audit controls and compliance) 1. Incident Type status (where only "Published" versions are visible t...
Notification if there are any lines which are in estimated state when the system status for work order is changed to Closed- Posted.
-Uses multiple work order product with line statuses both- used and estimated (they have like 50 lines in it) -As when we close the work order with Status- Closed-posted, it automatically generates invoice, in which only the lines with used line status are involved (which is by design) -Expect...
Thank you for your feedback.
While we can definitely understand how this scenario would make sense for a handful of customers, for many of our customers, they have no itention of marking every line as used or removing lines in estimated status. Through the use of the Incident Type entity, Field Service enables the addition of a number of WO Products and WO Services. Our expectation is that these are not used every time but that they may be used in fulfilling work of this type.
Ultimately, we think this would add burden to many organizations and, at this time, we don't think this aligns to our general understand of our customers' scenarios. That said, we think it is a great idea for a customization for certain implementations, assuming they intend to use all of their WO Product and WO Service lines or they intend to remove/deactivate them.
Thanks, again, for your feedback. Keep the good ideas coming.
Jason Cohen
PM, Dynamics 365 Field Service
Service Tasks to have steps
While working with one of the customer we figured out that they have multiple sequential tasks to be executed while working on a work order. This is fulfilled through usage of Service tasks under an incident type. However, the service tasks also have a conditional logic and for each of the ser...
Thank you for your feedback.
This suggestion is very similar to something already in our roadmap. While there are some differences, I suspect they both acheive the same functional end.
In April 2020, we will be releasing a preview of our Inspections functionality. In October, we expect this feature to be GA. Initially, during preview, this will not accomodate conditional logic; however, it is on our near-term roadmap. I hope that, by October 2020, the inspections with conditional logic functionality will enable a customer to drive an equivalent functional scenario.
Thanks for your idea and please check out our inspections preview.
Jason Cohen
PM, Dynamics 365 Field Service
Add option to Work Order Type to get taxable from Service Account
Currently, the work order inherits the Taxable (Y/N) value from the Work Order Type assigned. Often, whether the order should be taxable or not is actually a property of the type of account. Recommend adding the Taxable field to the Account entity and adding an option set field to the Work Ord...
Thank you for your feedback.
Currently, this is not in our roadmap; however, we are tracking it and, if we get more feedback and votes, we may consider it in the future.
Sincerely,
Jason Cohen
PM, Dynamics 365 Field Service
Set Primary Incident duration when converting a Case to a Work Order
When you create a WO directly, or update the primary indent type on the WO it takes the duration correctly from the duration of the incident type whether there are tasks or not on the incident type. When you create the WO by converting a Case to a WO it takes it from the tasks attached to the ...
Thank you for sharing this. I view this as a product bug. I'm marking this idea as declined since it is a bug but I expect this will be updated in the near to mid-term future.
I've validated that is works as you suggest and I would also expect this field to be populated. I've raised a bug for this. We will take up this work as soon as feasible.
For now, while I do think this is not ideal behavior, it appears that the requirements are created with the correct duration which allows for accurate scheduling so I hope this is a relatively low impact issue until we're able to ship a fix.
When you experience impactful bugs in the future, please don't hesitate to reach out to Microsoft Support.
Sincerely,
Jason Cohen
PM, Microsoft
D365 should throw some error/notification if there are any lines which are in estimated state (which will not be considered in invoice as they are not marked as status- used), when the system status for work order is changed to Closed- Posted.
D365 should throw some error/notification if there are any lines which are in estimated state (which will not be considered in invoice as they are not marked as status- used), when the system status for work order is changed to Closed- Posted. Which will enable their technicians/users to put f...
Thank you for your feedback.
While I could envision a particular organization working in this way and would encourage you to extend the system to drive work in this way when it makes sense, we do not think this makes sense at the product level.
Ultimately, we think it is very valid to have WO Products and WO Services on the Work Order that, when they do not get used, never change out of the Estimated state. Using Incident Types may mean that WO Products and WO Services are added to a Work Order because, in doing work of that type, it is very common that these Products and Services might be used and charged for. However, we understand that not all Work Orders within an Incident Type are the same and it may be common that some are unused.
As notes, we think this may be valid behavior for some business processes, we just don't think it makes sense to enforce for everyone or for all organizations.
Please continue to share your feedback.
Thank you for your insight,
Jason Cohen
PM, Dynamics 365 Field Service
Ability to generate Work Orders soon after the Agreement Booking Dates are created
When an Agreement is created and Recurrence is set on the Agreement Booking Setup, it generates Agreement Booking Dates "X" days in advance. After which the users are expected to wait for 1 hour (as advised by a Microsoft employee) to see the automatic generation of the Work Orders. It would b...
Thank you for your feedback.
We will be releasing this feature as part of the functionality in Wave 1 2020. It will be enabled through configuration, for now. When you have an environment with Wave 1 2020 features installed, navigate to Settings > Field Service Settings > Other tab and, as an Administrator, toggle the "Enhanced Background Processes" flag to "Enabled."
As part of a broader effort to rebuild the Field Service Workflows and Power Automate Flows, we took the opportunity to reduce the wait time for WO generation from Agreement Booking Setups and Invoice generation from Agreement Invoice Setups down to 10 minutes, as opposed to an hour. At this time, we’re not interested in pushing the delay to anything shorter given that the intent of Agreements is for non-immediate, proactive service and that there’s risk to the process where customers may not have captured all of the detail they intend before the work orders begin to generate, if we go shorter.
Please refer to the following link for more information: https://docs.microsoft.com/en-us/dynamics365/field-service/configure-default-settings?branch=pr-en-us-5456#other-settings. As of the moment I am writing this, the updated documentation for enabling Enhanced Background Processes has not yet been published, but it will be in the next few days.
Sincerely,
Jason Cohen
PM - Dynamics 365 Field Service
Administrator
Thanks for raising this idea, Andrew. I think there could be scenarios where this makes a lot of sense. Before we commit further to invest, we'd like to see this idea get more support from the community.
Thank you,
Jason Cohen
PM, Dynamics 365 Field Service