A few customers installations I've seen have some customizations to help facilitate reporting. Some of the enhancements were used to bypass some of the deficiencies in the report builder tool. I'd like to discuss this area with a few customers to see what types of solutions we can provide in the future to reduce the need for these types of enhancements.
To add on to what Irv is asking about, it would also be very useful to know what custom objects/fields you have developed , as well as any additional custom field on standard objects that you have developed to build out the reports you need to manage your business.
We have added several custom fields on our Products, Installed Products, Service Contracts and Work Orders.
There are two custom objects we added
To continue my previous reply:
I'm currently creating a report to show the work orders created after a PM is performed. We need to determine the efficacy of the PM kits in use. Using the Rollup Helper fields, I can have the report return work orders where the work order count in the past 365 days is 2 or greater. This returns everything. I only need to see those Work Orders have break fix calls after the PM was performed - this is where I'm hitting a wall.
Update: adding this this cross filter helped-
AND Installed Products with Service/Maintenance Contracts
Last Contract Install Date greater or equal 365 Days Ago
The Last Contract Install Date is actually the last PM performed date (this is how it's labeled in our ERP so we kept it the same)
I now have the beginning of a useful report that our Technical Specialists can use to research problems after a PM was performed.
thank you John. Your examples were exactly what I was looking for. Would you be open to having a more detailed conversation about your customizations with me? We're exploring some solutions that may help to reduce some of the customizations customers have implemented and putting the logic into a report framework.
Yes let me know when. I may have time this week or maybe next week at Dreamforce if you're there.
John - as far as populating the Last Contract Install Date (last PM date) - is this a manual entry, or is it a field update based on a completion or closed date of a Work Order?
Right now in our business process, the Last PM Date is manually entered in our ERP system and then pushed to ServiceMax. My future goal is to do a field update based on the WO closing.
Understood. Thanks. I'm actually working on this right now, but I'm basing it off of Completed Date. Difficult because I'm trying to update a date/time field (Last PM Completed) on the Installed Product object based on the Completed Date/Time field on the Work Order object. Updating across objects looks to be tricky. Trying workflow & field updates but can't seem to get it. I'll let you know what comes of it. Thanks!
Thank you this helps a lot. We just started using Roll Up Helper as well, so far very helpful. Are you running these updates in RH in batches or are you having records updated live?
We are using the free version so far which gives us 3 Roll Ups.
These are run in batches. We're using the Rollup schedule set to repeat every 3 hours. This is helping with our historical reporting data. Right now we don't have a need for live Roll Ups.
Are you limited to only 500 records? I just installed this in Dev and it worked. I used it to count the work orders on an installed product. Used one test IP and three work orders and it populated my "Work Order Count" field on the IP correctly. Want to install in production, just wondering if I run this in production which has 10,000+ IP's, will it not work correctly? Or am I misunderstanding the limitations?
We run it in Production with about 10K Installed Products. Are you saying only 500 updated or you only have 500 IP in your Dev Org?
With the free version you get 3 rollups. How many do you have configured?
here's one from our Full Sandbox - we actually have over 35,000 IP. the rollup runs once an hour and picks up where it left off.
ok - I see how it works. 500 is the mimum record. When I installed it in production, it stated is was going to run against 36,000 records. Should be good to go. Wondering if I should do this after hours...?
How do you use the FSE zip assignment table? Is this used to help drive territory/team assignment?
This starts in our ERP system. We assign a Primary FSE as well as a Secondary FSE to specific zip codes. The following details are on this object
Primary FSE Name and ID
Primary FSE territory number
Primary FSE Travel code
Primary FSE Distance from FSE home zip code to the customer zip code.
Secondary FSE Name and ID
Secondary FSE territory number
Secondary FSE Travel code
Secondary FSE Distance from FSE home zip code to the customer zip code.
The travel codes and distance are determined via formula's.
We integrate this into our FSE Zip Assignment custom object.
The FSE territory is set up to segregate the regions (territory/teams). We currently have 3 regions East, Central and West. We put the territory code on the SF User record, the ServiceMax Technician and location records as well. our territory codes look like this E1, C1, W1......
We then put the Primary & secondary FSE names and Primary Travel Zone & FSE Territory code on the Installed Product page.
Have you had any issues with Rollup helper? It is a great tool but last I checked it seems there is no way to tell if the a specific job errors out/runs in a loop.
We are looking at tracking last X amount of work orders done within a specific time frame on an installed product.
if you go to the Rollup Jobs tab and look at All, it will show you the rollup jobs with the last run and next scheduled run