Dynamics 365 Field Service

The new Mobile Controls for adding and completing Service Tasks, Products and Services currently only function properly when adding them on a Work Order form. When you add these to the Work Order Incident form for example the relationships are not set correctly when a new record is added by using the control. So when adding a new product using the control the fields Work Order, Work Order Incident, Customer Asset etc. are empty. Would be a good improvement of these controls to make sure they at least work for the fields that are always available by default on these records such as: Work Order, Work Order Incident, Booking, Customer Asset and then take into account the relationship mappings for these tables.

Scheduling Assistant does picks up date range from the Date Window Start and End and it respects it and produces only the slots within it. However, it doesn't respect the Time Window Start and Time Window End like the RSO does. It neither loads the time from Time Window Start and End nor respects the time whatever we set it.

E.g. I want to get the slots of resources only between 06:00 am to 1:00 pm for a specific customer which was the promised date time set via Time Window Start and Time Window End which RSO respect. Let's say I set, Search Start = 01-Jan 06:00 am and

Search End =15-Jan 01:00 pm. Scheduling Assistant just shows resources slots any time within the range like 02-Jan 2pm, 9 pm slot etc.

With the new look experience, I'm not able to filter the views directly from the columns like in the old experience.

It will be great to filter the views with the new look experience for Work Order.

We need to see the booking duration in the booking cell in the daily view, just like it was in the old schedule board.



I would need it to be possible to to edit the new Work Order experience form. I my prject I need to be able to hide/delete the "post" button since note every technician should be allowed to post the WO.

I would be appreciated if the current restriction was removed so that I could either hide the button or add/remove authorities to a security role or Field Service Security Profile.

Hi Gregg,

Yes, this is issue that I highlighted in below. As your product allowed user to update such as duration(1year) /start/end date in new agreement, but new agreement booking set up backend calculation still calculate with old agreement duration (6months).

There is no proper information to let end users understand clearly of product’s expected calculation. Hence, I would like to give feedback to address this issue effectively and enhance user experience.

1. Dynamic Calculation Adjustment: Enhance the product's backend functionality to dynamically adjust booking setup calculations based on the updated terms of the agreement. When users modify parameters such as duration, start, or end dates in a new agreement, the system should automatically recalculate booking setups to reflect these changes accurately.

1. Clear Informational Messaging: Implement clear and informative messages within the user interface to guide users through the process and explain why the booking setup is generated for a specific duration. Provide contextual explanations regarding the origin of the calculation (based on the original agreement) and instructions on how users can adjust settings to align with the updated agreement terms.

Currently you can create a custom Price Lists for Services and Material mark-ups but those list can only be applied to the Account/Worksites. This is ideal when you are billing a customer directly but we think it would be a great idea to have the ability to apply custom price lists at the Project Level as well. These price list would get applied to our Intracompany work orders being charged to that project.

We have a construction teams, facilities teams, controls teams and a service division, and our various "construction teams will call out Service to run a service call at their job site. This is called intracompany work and has its own set of special rates and mark-ups that service charges the projects but because you can only assign 1 price list to an account/worksite, when we do intracompany work, the services and material mark up rates being applied to those work orders, is entirely manual and creates too many areas for error.

Currently a Work Order needs to fulfill multiple conditions with regards to currency to be created without errors:

• Transactioncurrency must be the currency of the Billing Account (note that by default behavior the Billing Account field is filled with the Service Account by OOB functionality if left blank by the user)
• Price List must be in the currency of the set as transactioncurrency of the Work Order
• Price List in Work Order Type must be in the currency of the transactioncurrency of the Work Order, if the Price List is empty on Work Order Type OOB functionality tries to set NULL as Price List in Work Order

All these automations cause issues when you have customers that regularly pay in different currencies. The decision of our customer is based on

• from which of our subsidiaries they purchase
• if there is a frame agreement in place for the products / services they purchase; the frame agreement fixes prices in a specified currency
• financial considerations of our customer (i.e. better x-rate or cash availability in one currency than another)

The problems that arise are as follows:

• When user changes Work Order Type and the Price List is empty in Work Order type or not in the same currency as in the Work Order error message pops up; means either we need one Work Order Type per currency (approx. 100), making it 900 Work Order Types instead of 100 or we need to prevent user from changing Work Order Type

Suggestion: if the Price List field on Work Order Type is NULL, just ignore it, don't try to overwrite what is in Work Order already.

When creating a Work Order from Opportunity the following happens due to the setup described above

• Customer in Opportunity is in base currency
• Opportunity is NOT in base currency, but in currency A
• Opportunity Price List is in currency A

Suggestion: when creating Work Order from Opportunity with the OOB functionality there is an error message warning me about the currency inconsistency

Suggestion: the currency of the Account in Opportunity (which becomes the Service Account and the Billing Account) should not be used to check for inconsistencies. Or there should be a setting in which the administrator can allow the inconsistency

This is also a topic for the announced Quote to Work Order functionality.

Remark: when creating a Quote and then a Sales Order from an Opportunity the only check with regards to currency is that the Price List currency is the same as the currency of the Opportunity, Quote, Sales Order respectively. This behavior would also be good for Work Order.

When creating bookings on the hourly view, no capacity is shown or taken in consideration when planning.

When you change to the daily/weekly/hourly view, there are indications of capacity which can't be hidden or turned off.

Which is very annoying. Please consider a setting in the schedule board to turn it on or off.

The table Bookable Resource Booking does not allow the use of email templates, users cannot insert email templates manually, via workflow or flow.

Customers typically need to email the resource name in the email which can only be done at the Bookable Resource Booking level not at the Work Order level.

This impact any system-generated outgoing email relate to confirming the job with the resource details, changing resource, cancellation, and job completion by the resource.