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 ...
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
Contextual email communication For Work Orders and Cases
We need the same functionality as is in preview in Opportunities. Thanks
Thank you for your feedback.
We really like the idea of enabling simpler communications related to Field Service use cases. We would love to invest further in this concept. We'll continue to look into this idea but, in the meantime, if this idea gained more votes, it would certainly help to treat this with higher priority.
Thanks for your input,
Jason Cohen
PM, Dynamics 365 Field Service
Save Button - Work Order Edit
Can we have the Save (/Save & Close) button in the top menu bar when making changes to a work order. Currently 'Save & Close' only appears on the 'General' tab. To save changes on other tabs, the user has to use the small save icon in the bottom right hand corner which is completely di...
Thanks for sharing this.
We are not considering the suggestion because the form behavior works this way since Work Order has auto-save enabled. A user can simply navigate away and the record will be automatically saved. If you wish to disable auto-save, the platform interface should show a large save icon: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/manage-auto-save
Sincerely,
Jason Cohen
PM,Microsoft.
Generate Work Order from Quote
I would like to see a method to go directly from a Quote to a Work Order (eg. when building a price for a customer generate a Work Order to determine resource availability and soft booking prior to customer approval of a quote). Case > Opportunity > Quote/Work Order is too labour intensi...
Thanks for sharing your idea.
While we support a number of Sales to Field Service scenarios, we see that these are among some of our lowest used scenarios. Given the limited usage, the limited votes for this idea, and that this isn't an ask we've heard from others, we don't think this would be the best place to invest for improving the product.
That said, we do appreciate your feedback and hope you'll continue to submit ideas for improvement in the future.
Sincerely,
Jason Cohen
PM, Microsoft
Administrator
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