Ability to trigger the event subject rules when not using the dispatch console

Ability to trigger the event subject rules when not using the dispatch console


The Event Subject Rules that ServiceMax supplies can only be triggered when creating an event/dispatching a Work Order from within the dispatch console. This idea is to ask for them to be able to be triggered when creating an event in other ways.

 

Assigning a Technician and a start and end time to a work order manually outside of the dispatch console

Creating an event through code or process builder

Assigning a Technician and a start and end time to a Work Order through code or process builder

Assigning a Work Order to a Technician using the servicemax dispatch process

 

I am sure there are others but our business as I am sure many other ServiceMax customers is trying to move towards automated dispatch and light touch approach to dispatch. The currently functionality in this area doesn't in any way support that.

 

Terry Cavender Nicola Griffin-Seaby Kevin Payne Dave Salter Sharath Satheesh

What is the underlying problem do you intend to solve with this idea?
Unable to determine the Work Order fields that are used to populate an Event Subject when not using the dispatch console to assign
How is the problem being addressed today, if at all?
Not, have to make do with the Out of the Box fields that ServiceMax have defined.
Product Area?
Mobile Field Service Management Scheduling & Dispatch
What version of ServiceMax are you on?
Winter 17
5 Comments
Pastry Chef acooper
Pastry Chef

We are running a project at the moment where we are creating events through code, and because this feature isn't available, we have had to implement a formula field and have the code copy this to the event subject.

Product Team
Product Team
Status changed to: Under Consideration

Interesting idea, it would certainly make sense to leverage subject rules independent of the way events are created. This is not planned for the moment, but we can consider it as we move forward (probably leveraging something different from the existing Event Subject Rules, which are quite DC1 specific).

Staff Chef richard_lewis
Staff Chef

Hi @gabriele_bodda , if this is not planned for implementation then it is important to understand what are options for setting event subjects with the new world of ServiceMax

- FSA

- Service Board

- Instant Assignment and Global Routing (Pitney Bowes solution that is being looked at for adding to the ServiceMax Product)

Can we have a meeting with the right people to review this and to understand the future of this functionality?

Regards, Richard

@terry_cavender 

Product Team
Product Team

Hi @richard_lewis,

In Service Board the appointment subject is a calculated field which can be customized as you prefer. We don't have a lot of experience with it yet (as SB is not GA and this topic wasn't touched during the Beta), but I expect that it will be flexible enough to meet your needs.

FSA simply reflects whatever event/appointment subject has been defined upstream. All other avenues need to leverage custom logic.

Once we build rule-based/immediate dispatch in Service Board (the evolution of the current Immediate Dispatch process which we have on the roadmap, and for which we plan to leverage some of your ideas) it will likely use the same SB calculated field/logic. 

Happy to talk through this if needed. Let's coordinate via your CSM.

Thanks,
Gab 

Staff Chef richard_lewis
Staff Chef

@kevinpayne this is something we need to include in our discussions around what ServiceMax are delivering for Immediate Dispatch.

@terry_cavender