FSM/RETAIL - Using Case Tasks instead

[Kelly Logan]

I have been designing solutions for retail operations, national stores and the like, using Retail and FSM to handle their facilities issues (HVAC, paving, plumbing, etc). So far the standard design has been:
Custom Case -> Work Order -> Work Order Task

The Work Order task is generally set with defined skills and internal/contractor techs are chosen based on matching skill sets, location and availability using Assignment Assist and/or the Dispatcher Workspace.

(Note that I am declaring territories so that contractors can be included in the Dispatcher Workspace - if you haven't discovered that undocumented trick, have that for free. ;^)

I notice that there do seem to be options for configuring FSM to utilize Case Tasks instead of Work Order Tasks. Has anyone done this? If so, were you also able to utilize skills and territories for automated/suggested assignment decisions? (I'm assuming availability and location would work already.) How much extra work is involved in configuring this compared with the default WOT focus? 

My thinking is that if a Case Task is used, it may be easier to maintain communications between stores (on Cases) and techs (on tasks), and in general be a simpler structure to maintain once configured. What do you think?

[Skylar_Barth · Accepted solution]

I would recommend against using Case Tasks to replicate Work Order Task functionality. For things like Dynamic Scheudling, bundling, crews, and eventual Schedule Optimizaiton, those work off the wm_task object. The case is the best layer for service model foundation / business stakeholders, really it is based on how the customer licensed as there is RSM and RO. But the store staff, looking at the portal, for all cases submitted for their location, can enter notes, and the work order notes that bubble up from the work order tasks, can also roll up to that case layer. So customer on case, internal staff on work order, possible contractor executes on work order task. And assuming 'custom case' as in 'case type'.

[Skylar_Barth]

As an aside, would love to see where you came across using case tasks for fsm.

[Kelly Logan]

When Retail is installed, In Store Operations makes it's own table, sn_rtl_instore_ops_wm_task and these tasks get their own Field Service > Administration > Configuration entry.

It's not clear what the purpose of this is, exactly as the Retail documentation is sparse, to say the least, but it's what got me thinking. As I was trying to determine what the purpose and functionality of each of the optional Retail case types were supposed to be and could be used for.

[Skylar_Barth]

Hey Kelly, this is FSM's version of Case Types. It uses Work Configurations to define business logic and keep things seperate.

https://www.servicenow.com/docs/r/field-service-management/work-order-management/configuring-work-co...

You can create a table to extend the work order task table for each work configuration. You can then configure a number of items, such as business rules and client scripts, that drive work order tasks of the work configuration from creation to resolution. 

Is this a retail related piece of work, or a facility related piece of work, central depot vs telco line work, or a retail shop that sells the service to customers facilty realted work, vs internal facility where employees work in a factory etc.