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Dynamic Download rules without an Event

Dynamic Download rules without an Event

Dynamic Download rules without an Event

It would be great if we could have the functionality of Advanced Download Criteria with out the dependency of the Salesforce Event.  I believe this would help achieve a few things for MFL or iPad/iPhone:

1) Allow for Drip feed Dispatch in the Form of SFM Search without needing the Technician/Engineer to create their own event.

2) Allow for an easier experience with Sharing documents.  This one is particularly painful in relation to custom Objects such as Checklist concepts or maybe even time sheets.

3) Adding Events for non-Work Order objects tends to clutter the calendar.  This would allow for an organized calendar.

4)I am hoping others in the community can support this post with impacts they have seen or felt.

What is the underlying problem do you intend to solve with this idea?
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How is the problem being addressed today, if at all?
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Product Area?
Mobile Field Service Management
What version of ServiceMax are you on?
Summer 16
14 Comments
Employee
Employee

This is a fantastic idea!

Employee
Employee

This would being greater flexibility to the Product.  Great idea!

dispatch console‌

Employee
Employee

Agreed - Right now for customers who do not dispatch but use a mobile solution, PS must either configure a dispatch process for every technician (not scalable), request that the technicians manually add an event to their assigned work orders (a reduction in technician efficiency and ease of use) or provide a custom extension to create the related event when a work order is scheduled so that the advanced download criteria will work.

An alternative to disconnecting download criteria from an event is to synchronize the events and the work order schedule date.  So, if an auto-assigned technician schedules the work order the event is created automatically, and conversely if the lead technician changes the event date/time the scheduled date/time on the work order is updated. This has the added advantage of ensure the changes to events provide updates to the work order metrics and feeds into analytics more effectively.

Dawn - either model (your original idea or the alternative in your comment) would be a great improvement. In particular, item 1 is a consistent challenge amongst any clients where a formal dispatch team doesn't really exist or where self-dispatching or creation of work orders on the job site are common.

Pastry Chef
Pastry Chef

Ted's idea would allow us to download old service reports, often our techs would like to see the service report from a previous visit, just to understand what has happened to a particular installed product. We can download the old WO's using DOD (Data on Demand), but unable to download any related service reports, as we can only download documents attached to WO that are in turn tied to events.

Sushi Chef
Sushi Chef

Ted, this would be great for us. Especially as Phase 1 doesn't use the dispatch calendar but still want to see the output documents on the iPad, then the FSE could check it's been created instead of having to go back to the customer when it fails to generate.

As you know phase 2 has events and so is not an issue.

Grill Chef
Grill Chef

Hi,

This is really important for us : technicians self-serve customers without pre-assigned work-orders, so not necessarily any event associated.

Sharing attachments is vital : moreover, current attachments sharing rules do not follow Salesforce sharing rules, which is disturbing.

Line Chef
Line Chef

This is big for us too as we dont have any dispatchers. Our work orders are auto assigned based on pre-defined rules so our techs need to be able to view lists of what work orders are assigned to them and other team members, plus be able to reassign them between themselves.

The dependency with events and schedulling in the calendar is preventing us from being able to use the ServiceMax mobile app at this time and we are still using the Salesforce Classic app!

Grill Chef
Grill Chef

Linda,

Please could you get in touch with me : I would like to know more about your "auto assign" feature and possibly whether you do "self dispatch" from the new iPad app offline ?

Thanks,

Rupert

Roast Chef
Roast Chef

Our use case is that often times work is re-assigned to technician outside of the event download window.  This means that we are unable to use a truly offline solution.  Conditional download criteria - see idea from Ramesh Kotamareddy as well - would solve this problem.