Configuring work order questionnaires

Questionnaires gathers different types of information from Field Service agents, such as verifying their compliance with the generic Field Service process while working on the task. Configuring Field Service questionnaires is optional.

As part of completing some work orders and tasks, Field Service agents fill out questionnaires or complete checklists. For example, an agent might need to complete a safety checklist before starting work on a task or fill out an inspection questionnaire before completing a work order.

The work order questionnaire feature enables users with the administrator role to create questionnaire records and associate those records with work orders or work order tasks. The administrator can also make filling out the questionnaire mandatory before an agent closes a task. Questionnaire records include some configuration information, such as the condition or event that triggers the questionnaire, as well as the list of questions included in the questionnaire. The Survey Designer tool is used to create the questionnaires.

When a work order or task has an associated questionnaire, the Questionnaires button appears at the top of the form. Selecting this button displays the Questionnaires page, where the agent can complete the questionnaire or checklist.

Demo questionnaire

The Inspection Questionnaire is a demo questionnaire record that is included with the Field Service - Questionnaire plugin. Whenever a work order task changes to the Work in Progress state, this questionnaire record adds a questionnaire to that task.

The following is a screenshot of the demo questionnaire form. In the Trigger condition section, there’s a condition that the state must have changed to Work in Progress.

Figure 1. Questionnaire form

When defining trigger conditions, the operator changes to means that the state was changed to Work in progress. If you instead use the operation is, then the questionnaire is triggered every time that an update is made to the task.

This demo questionnaire works as follows:

1. The dispatcher assigns a work order task to an agent.
2. The agent accepts the task and selects Start Work on the task form.
3. The task state changes to Work in Progress.
4. The Questionnaires button appears in the task form header.
5. The agent selects Questionnaires to display one or more available questionnaires for the task.
6. The agent selects Start on the desired questionnaire.
7. The agent completes the questionnaire and selects Submit or Save.
8. The agent returns to the work order task, completes the work, and closes the task.

Note:

Questionnaires aren’t editable after the associated work order or task is closed.

Configuration overview

The steps for setting up work order questionnaires are:

1. Activate Field Service Questionnaire

   Install the Field Service - Questionnaire plugin (com.snc.wm_questionnaire) if you have the admin role.

2. Create a questionnaire for a work order or task

   Create a questionnaire to be completed before work starts or after a work is done.

Related tasks

• Activate Field Service Questionnaire
• Create a questionnaire for a work order or task