Service Board: open Service using SFM in Servicemax

Service Board: open Service using SFM in Servicemax

With dispatch console it was possible to open the DC using a blue button SFM out of a work order.

This functionality is currently not working for Service Board. SFM can currently not be used to open the SB.

This is needed in our workflow to ensure a proper working on work orders - same functionality as with DC should work with SB.

What is the underlying problem do you intend to solve with this idea?
Simplify process in handling new created work orders
How is the problem being addressed today, if at all?
With DC the DC can be opened using a SFM. Has to be possible with SB as well.
Product Area?
Service Board
What version of ServiceMax are you on?
19.2
3 Comments
Product Team
Product Team
Status changed to: Product Team Review

Hi @nschmitz, thanks for your feedback.

We are aware that some customers launch DC from an SFM button, so that it opens already filtered on a specific WO. In general this is not ideal, because DC can take a while to launch or refresh each time, but users still prefer this approach because it allows them to work out of the WO views in SFDC rather than using the less flexible WO list available in DC.

This was one of the many insights that pushed us to design the Job view in Service Board to have flexible filters and quick search capabilities: we expect users to work with Service Board constantly open, and to find WOs by searching or just refreshing a view (e.g. "Last changed by me"). This approach is both faster and more usable.

We will certainly evaluate this enhancement, as it may still be useful in certain scenarios. But in general I would recommend that you consider changing the way your users work so that they can take advantage of the improved design.

Product Team
Product Team
Status changed to: Not Planned

Changing this to "Not Planned" as we won't enable this behaviour for Service Board.

We recommend reviewing the user flow to take advantage of the more powerful search and personalization capabilities available in SB vs DC, which should help remove the need to launch a new SB instance for every WO to be scheduled. 

Sushi Chef
Sushi Chef

@gabriele_bodda 

Sorry - I do not agree. We started now working with SVMX and during this year this SFM was implemented to realize a good working workflow within SVMX. This is now no longer possible because we can not open SB using the existing SFM anymore. For us this is a step backwards in the process.