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We would like to use the work order functionality and take advantage of the Incidents definition and relationship with services and service tasks plus characteristics. After that we would be generating a quote that is sent to the customer for approval/ changes. Currently we have to use a plug-in and go from case to opportunity to quote and then work order. It would be great and less expensive to do without plug-ins.

Category: Work order
STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

We need some more details to understand your suggestion better. Can you please help us by answering the following questions?

  • What would happen to a work order that generated a quote if the quote isn't accepted?
  • How would you expect scheduling logic to handle a quoted work order before the quote has been accepted?
  • Once the quote has been accepted, how would you expect that to be reflected on the work order?

While we can see this as a potentially interesting use case, we'd love to understand if this work order to quote idea is a more broad demand by seeing this get more votes. At the moment, this isn't something we've heard from the market/community, aside from here.

Sincerely,

Jason Cohen

PM, Microsoft.

Comments

E

Sorry for the belated reply. See further thoughts below. I really think this could add value to the standard solution.

What would happen to a work order that generated a quote if the quote isn't accepted?
The Work Order would be cancelled which would trigger oob updates to cancel associated bookings

How would you expect scheduling logic to handle a quoted work order before the quote has been accepted?
A standard Booking Status of Scheduled could be used

Once the quote has been accepted, how would you expect that to be reflected on the work order?
A Work Order Sub-Status of "Quote Accepted" (where the System Status is Open - Scheduled) and possibly cascading a Booking Status of Committed to all Bookings associated to the Work Order (updated the previous Schedule Status)

Category: Work order

E

Not being about to take a quote and then create a Work order in a 1 to 1 relationship does not make a lot of sense. Should be able to Convert a quote to a Works Order if the appropriate field service fields required are available just like a Case

Category: Work order

E

Your questions make sense and Andrew Nevitt's comment can give you the path I would expect this to go.
Right now we cannot take advantage of the quote functionality from Sales (which would be ideal) because our service issues start cases and we cannot use incidents if we want to go to opportunities & quotes (we have to use a plug-in) then if the generated quote changes we have to use another plugin to transfer the information back to Opportunity so we can then create a Work Order.
We want to stay away from plug-ins.
If we do not use incidents, we can go from a Case to Opportunity then to Quote but then if the Quote changes what do we do to take it back to opportunity so we can generate a Work Order?

Category: Work order

E

I would also like to have a simpler way to go from Quote to Work Order. Like Andrew said, the current process is too labor intensive. Being able to create a Work order directly from a Quote would be much better for customers.

Category: Work order

E

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 intensive for customers who just want to get the quote out of the door quickly, and who may not want the added complexity of using these entities.

Category: Work order