Global domain configurations

Administrators in the global domain can select configuration settings that determine how Field Service Management handles daily operations.

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Role required: wm_admin

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Administrators in the global domain can set Field Service Management configurations to:

• Include or exclude portions of the request process. For example, you can require a work order to be approved before continuing to the next stage.
• Automatically assign tasks using SM Auto-Assignment, a custom-defined workflow, or leave it up to dispatchers to manually assign tasks. You can manually assign using Central Dispatch, or from the work order task form.
• Track agent travel time.

The Field Service Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed.

프로시저

1. Navigate to All > Field Service > Administration > Configuration.
   주:

   Administrators in domains lower than the global domain can view the Field Service Configuration screen, but cannot modify the settings.
   The options on the Field Service Configuration screen are arranged in a multiple-tabbed layout, as follows:

   • The Business Process tab contains options for setting up the request life cycle, creating catalogs and requests, and configuring notifications.
   • The Assignment tab contains options for setting up manual and auto-assignment.
   • The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities.
2. Fill in the fields on the Business Process tab.

   The field Agent must accept or reject the assigned task applies to both internal and external Field Service agents.

   표 1. Business Process tab

   Field	Description	Dependency
   Lifecycle
   Process life cycle	By default, the process life cycle is set to task-driven which supports workflows on work order tasks for Dispatcher Workspace, FSM Mobile, and Schedule Optimization. Starting with the Xanadu release, the request driven process life cycle is no longer supported. Only users with the maint role have the option to change the Process life cycle to request driven (subtasks are optional). Request driven doesn't require tasks to fulfill requests. When the process life cycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests. However, closing all tasks does not automatically close the request. 주: If the Enable state flows option is not selected, the process life cycle becomes request-driven and this field is not displayed.
   Qualification is required for new requests	Enable to require work orders to be qualified before moving to the next state. If this option is not enabled, any work orders in the Awaiting Qualification state are automatically qualified.	Enable state flows is turned on. Process life cycle: task driven (subtasks are optional).
   Agent must accept or reject the assigned task	Enable to require the assigned agent to accept or reject the task.	Enable state flows is turned on.
   Track agent travel time	Enable to use time cards for agent travel for a task.
   Enable/Disable Onsite Arrival Check-in for Agents	Enable to capture agent location at on-site check-in using the Onsite arrival substate. The feature also uses geofencing to verify agent's mobile location and allows them to bypass check-in when they are in offline mode or for other reasons.
   Work notes are required to close or cancel a request or task	Enable if work notes are required when closing, completing, or canceling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or canceling.
   Copy task work notes to request	Enable to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request.	Enable state flows is turned on.
   Auto close case on work order closure	Enable to automatically close the case when all its related work orders are closed or canceled. Auto closure of a case updates the following fields in the case form with the given status. resolution code: Solved- Fixed by closing related issue additional notes: Auto Closed Case- Related work orders are closed
   Update work order states to case	Enable to automatically update the Additional comments field in the case form whenever the state of each work order that is related to that case gets updated.
   Apply Work Order template in draft status	Enable this option to create tasks for the work order based on the applied work order template without the qualification of the work order, even when the work order is in the draft state.
   Catalog and Request Creation
   Create or update requests by inbound email.	Enable this option to allow inbound email messages to create or update requests. This option must be enabled to allow requests to be marked as spam.
   Requests are created using	Select catalog or regular form to install the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to uninstall the catalog and disable automatic publishing of request templates to the catalog.
   Templates create a dedicated catalog item	Enable this option to allow automatic publishing of catalog items for the application.
   Notification
   Send a notification when a field changes for a task or request.	Configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. From Table, select Request or Task. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified. From Recipients, select one or more recipients If a specific user or a specific group, is selected, the user is prompted to select a user or group. To define more notifications using other fields or recipients, repeat the steps on the next line. To remove a notification, click the symbol to the right of the notification.

3. Click the Assignment tab and fill in the fields.

   표 2. Assignment tab

   Field	Description	Dependency
   Assignment method for tasks	Select one of the following task assignment options: Select using auto-assignment to automatically assign work order tasks to field service agents. Select using a workflow to assign work order tasks using a custom-designed workflow. Select manually to allow dispatchers to manually assign work order tasks. Select using dynamic scheduling to use the dynamic scheduling feature.
   Use scheduled state	Enable this option to use the Scheduled state in between Ready for Dispatch and Assigned states in work orders and work order tasks.
   Use dispatch queue	Enable this option to use the dispatch group for manual assignment.	Enable state flows is turned on. Process life cycle: Life cycle is task driven.
   Restrict vendor groups	Enable this option to limit the selection of external vendor groups from the Assignment group field based on the selected dispatch group in the work order task form.	Use dispatch queue is turned on.
   Preferred assignment group	Select one of the following task assignment options: Select Internal group to prioritize assigning the work order tasks to internal agents. Select External group to prioritize assigning the work order tasks to external agents or vendors. 주: This configuration field displays only if the Field Service Contractor Management plugin (com.snc.fsm_contractor_management) is activated.
   Assign requests or tasks based on assignment group coverage areas	Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task.
   Assign tasks based on assignment group product models	Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the necessary product model requirement of the task.
   Assign tasks based on assignment group skills	Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the skills that are required to perform the task.
   Scheduling
   Use agent or task scheduling	Enable this option to allow agent auto-assignment and agent auto-selection.
   Auto-selection of agents will consider time zone for tasks	Enable this option to consider the time zone of the agent when assigning a task.	Enable state flows is turned on.
   Enable Shift Scheduling for FSM to determine availability	Enable this option to consider agent's schedules, skills, teams, and coaching to optimize your Field Service workforce accordingly.	Activate Workforce Optimization for Field Service.
   Enable priority assignment	Enable this option to use priority assignment for auto-assigning agents.	Enable state flows is turned on. Process life cycle: Life cycle is task driven. Auto-selection of agents will consider agent or task schedules. 주: The Process life cycle option is not available in all service management applications.
   Additional Factors
   Auto-selection of agents will consider location of agents	Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location receive preference.	Enable state flows is turned on. If using Process life cycle: Life cycle is task driven, then Assignment method for tasks: using auto-assignment. If using Process life cycle: Life cycle is request driven, then Assignment method for requests: using auto-assignment.
   Auto-selection of agents for tasks requires them to have skills	This option determines the degree to which skills must be matched to a task when determining auto-assignment. Select all to require that an assigned agent has all the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills to perform the task. Select none if you want to auto-assign agents without considering skills.	Enable state flows is turned on. If using Process life cycle: Life cycle is task driven, then Assignment method for tasks: using auto-assignment. If using Process life cycle: Life cycle is request driven, then Assignment method for requests: using auto-assignment.

4. Click the Add-ons tab and fill in the fields.

   표 3. Add-ons tab

   Field	Description	Dependency
   Part Requirements
   Part requirements are needed by agents	Enable this option to require agents to specify parts for the task.
   Reserve parts in agent stockroom	Enable this option to reserve required parts in the agent stockroom when scheduling and rescheduling work order tasks.	Part requirements are needed by agents.
   Cancel open Transfer Orders	Enable this option to release the reservation of reserved parts in the agent personal stockroom when unscheduling work order tasks.	Part requirements are needed by agents.
   Edit associated models	Click add and select the part model to be used for this task. Click more to select more part models.	Part requirements are needed by agents.
   Documentation
   Enable a dedicated knowledge base	Enable this option to install the knowledge base for the application.
   Enable managed documents	Enable this option to add a related list to managed documents.
   Enable task activities	Enable this option to log the task interactions and communications, such as phone calls and email messages.
   Associated Task Tables
   Select associated tables	Click Add to select more tables.
   Maps
   Enable maps	Enable this option to use maps.
   Signature Capture and PDF Order Summary
   Signature Capture	Enable this option to include the name and electronic signature of the customer in the PDF work order summary.
   PDF Order Summary	Enable this option to create a PDF summary for a work order that includes completed tasks, parts used and returned, incidental expenses, and the time required to complete the work.
   Use Document Template to generate PDF Summary	Enable this option to create a PDF summary for a work order in a document template.	PDF Order Summary
   Service Locations
   Validation	Select either of the following configuration option to create ad-hoc locations: Using Map: Create location using a Google map interface. Without Map: Create locations by enter the location details. 주: The system validates the details using third party APIs extension points. No Validation: Create locations by enter the location details including latitude and longitude coordinates. 주: This configuration field displays only if the Field Service with Service Locations plugin (com.snc.fsm_service_locations) is activated.
   Initial rendering location	Select either of the default map location when Using Map configuration is enabled: Browser Location Asset Address Contact/Caller Address Company Address

5. Click Save.
   경고:

   If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed.