Understanding the My Service Order ComponentThis chapter provides an overview of the My Service Order component and discusses how to:
View and update service orders.
Troubleshoot service order problems.
Understanding the My Service Order ComponentTypically, a call center agent or dispatcher creates and assigns service orders on the Service Order page. Once a service order line is assigned, the assigned technician, using the My Service Order component, can update the status of the service order line, record time and expenses for the requested work, and report material usage. To order materials usage but the technician must use the Order Material component.
The My Service Order component and the Service Order component provide two views of a customer's service order. You can modify the service order from either component, because both components are subject to the same edits. Because the My Service Order and Service Order components have similar functionality, they share features for service orders. For example, both components are enabled for Active Analytics Framework (AAF), which triggers workflow. In addition, you can control the visibility of certain fields and features in service orders through the use of configuration templates.
See Defining Configuration Templates for Service Orders.
There are, however, functional differences between the Service Order and My Service Order components. The My Service Order component does not provide:
Time zone information.
Customer entitlement searches.
Entitlement details are provided through a link next to the agreement.
Approval processing.
The page, however, shows whether a service order or activity needs approval.
In addition to page layout, AAF has been enabled for the My Service Order component to trigger workflow actions and send notifications. Use AAF to set up workflow processing, which includes defining workflow actions, setting up the workflow action event handler, and associating workflow actions with events in the event handler. When the conditions that are defined in events become true, associated workflow actions are triggered automatically and corresponding notifications are sent to assigned recipients.
See Also
Creating and Managing Service Orders
Understanding Field Service Configuration Templates
Viewing and Updating Service OrdersThis section discusses how to view and update service orders.
Page Used to View and Update Service Orders
|
Page Name |
Object Name |
Navigation |
Usage |
|
FieldService, My Service Orders, My Service Order |
View and update assigned service orders. Note. You cannot access this page if no service orders have been assigned to you. |
Viewing and Updating Service OrdersAccess the My Service Order page.
Most of the fields on this page are identical to fields on the service order page of the Service Order component. If you open service orders from the My Service Order component, you have access to almost all service order-specific information and actions that are available in the Service Order component. The only exception is that you cannot create new service orders, view time zone information, or select agreements and warranties in the My Service Order component.
See Creating and Managing Service Orders.
Customer Information
This section is almost identical to its equivalent section in the Service Order component. You cannot modify values in the Customer and Service fields however. You can use the Alternative Phone field to connect a phone number with the service order. The field, however, is for informational purposes only.
Agreement and warranty information does not appear if it has not been specified in the associated service order records. A technician cannot change the agreement or warranty, but can use the More Detail link to view entitlements. The agreement name is not a link, because the technician should not be able to transfer to the agreement definition.
This group box is the same as the one for service orders.
This group box appears if the Allow Incident Address check box is selected in the configuration template that is tied to the business unit to which the service order belongs.
See Defining Configuration Templates for Service Orders.
Both the Service Order and My Service Order pages display the service ID and the service description. You can enter the service ID in add mode only. Because the technician performing the work is usually first interested in what the service is and then any additional supporting detail, the system displays the Problem field after the service information.
Note. The information in the Problem field can come from the case if the service order was created from a case.
You can access the service definition from both the Service Order and My Service Order components. The product ID and serial number prompts are based on the service order configuration.
Priority values available for the service order are Low, Normal, High, or Urgent.
The system displays the Case ID field on both the Service Order and My Service Order pages, but it is read only on the My Service Order page. Once the service order is saved, however, the field is read only on the Service Order page as well.
Note. The Activity Actions section, which is available on the Service Order page is not available on the My Service Order page. Users do have the ability, however, to change the status for all activities by section a value from the Change Status for All My Activities drop-down list menu beneath the Activities grid.
This group box appears in a grid on the first page of the component. The grid contains three tabs: Activity Details, Planned Dates and Times, and Technicians Assigned. If the service order is assigned to only one technician, then the Technicians Assigned tab is not visible and Lead Technician is not visible on the Activity Details tab. Also, if the activity priority is not selected during service order configuration, the system hides the Priority column on the Activity Details tab.
If Priority is hidden and there is only 1 technician assigned, the system does not display any tabs in this grid.
The View drop-down list box is displayed only when more than one technician is assigned to the service order.
The Activity Details grid provides a summary list of activities for the service order. Each activity in the grid contains information such as step numbers, the associated service activity, the current status, the planned start date and time, the estimated duration, and the number of technicians that is required to finish the activity.
Note. The system displays the Required Technicians field shown if the Technicians Assigned tab is visible
Access the Required Material page to view all items and their quantities needed for the service. You can also view item availability and balances, which are based on the service definition for the service order. The Required Material page appears in both the Service Order and My Service Order components and behaves similarly in both.
Access the Solutions page to search for and suggest solutions that are associated with the service order. The Solutions page appears in both the Service Order and My Service Order components and behaves similarly in both.
Access the Time Material Expense page to record time, materials, and expenses for the activities on the service order. This page appears in both the Service Order and My Service Order components and behaves similarly in both. The default technician is the person who is signed in. Technicians can view and update only their own expenses. The display of the billable flag is based on the service order configuration.
Note. The system displays time and dates fields in the Time grid on the Time Material Expense tab for the My Service Orders page. They do not appear, however, on the Time Material Expense tab for the Service Orders page.
Notes
Access the Notes page to add or view notes and attachments for the activities on the service order. The Notes page appears in both the Service Order and My Service Order components and behaves similarly in both.
Interactions History
Access the Interaction History page to view a list of interactions that are associated with the service order. The page displays a summary of all interactions for the service order. The Interactions History page appears in both the Service Order and My Service Order components and behaves similarly in both.
Related Objects
Access the Related Objects page to view business projects and troubleshooting scripts and to associate them with the service order. The Related Objects page appears in both the Service Order and My Service Order components and behaves similarly in both.
See Also
Entering or Modifying Service Orders
Entering Information Related to Specific Activity Lines
Using Solutions to Resolve Problems
Tracking Time, Material, and Expenses Associated with a Service Order