Example workflow for Field Service Work Configurations

Explore how to use Field Service Work Configurations for a break-fix task for MRI Scanner. This example workflow shows a customized flow, and an additional state for break-fix work order for MRI Scanner.

Before you begin

Role required: admin, wm_agent

Make sure the Field Service Work Configurations plugin (com.snc.fsm_work_types) and the Field Service Demo Work Configuration for Break fix (com.snc.fsm_mri_scanner_breakfix_work_config) plugin is installed.

About this task

The demo workflow for Field Service Work Configurations uses a custom SM configuration (MRI Scanner Break Fix) for work orders of type break-fix for MRI Scanner. The customizations included in the configuration for this workflow are:

• Auto-qualify the work order
• Auto-accept the work order task when assigned to an agent
• An additional state Complete Diagnosis
• Questionnaire for MRI Scanner break-fix
• Work order summary template for the completion of the task

Procedure

1. Create a work order of type break-fix specifying the template as MRI Scanner Break Fix Template.
2. Select Ready for Qualification; the task moves to Qualified state.
3. Assign the task.
   1. Navigate to the work order task.
   2. Select dispatch group, assignment group, and the agent.
   3. Save the task.

   The work order task transitions to Accepted state.

4. As an agent, do the following:
   1. Navigate to the work order task and fill in the additional fields Problem Type, Problem Details, and Diagnosis Details, that are added for this work configuration.
   2. Select Complete Diagnosis; the work order task transitions to Diagnosis Completed.
   3. Select Questionnaires to complete the questionnaire included in the work configuration.
   4. Enter the closing comments in Work notes and select Close complete.
5. Close the work order.
   1. Navigate to the work order and select Sign and Confirm.
   2. Enter your name and signature in the Signature Pad and select Accept.
   3. Download the work order summary customized for the demo work configuration workflow.