Service Board - show correct priority and WO status from SVMX web

Service Board - show correct priority and WO status from SVMX web

We see currently that in ServiceBoard the priority is not according to SVMX web. Same for WO status.

Example: in Serviceboard we have priority "Medium" which we do not have in Web. In web we use "Normal" and "High" and it seems that "Normal" is mapped to "Medium" in ServiceBoard.

Wo WO status we see in ServiceBoard in the appointment "Pending" which we do not use in Web. All appointments have "pending" - why not the similar status of the WO in web? 

See screenshot:

 

2020-02-20 12_03_43-Work Order_ WO-00010140 ~ Salesforce - Enterprise Edition.png

What is the underlying problem do you intend to solve with this idea?
Inconsestency of SB and Web, no integrated solution
How is the problem being addressed today, if at all?
Was discussed already with developer but without solution
Product Area?
Service Board
What version of ServiceMax are you on?
19.2
7 Comments
Sushi Chef
Sushi Chef

2020-02-20 11_58_37-Service Board - Scheduler.png

Product Team
Product Team
Hi Norbert - This seems to be more of an implementation change, not a product change as this is doable today. I have asked our PS team to follow up with you.
Product Team
Product Team
Status changed to: Not Planned
 
Sushi Chef
Sushi Chef

@mayhul 

Hi, as said we already told this the implementation team but they didn't solve this issue so far.

Thanks to you to help us here and get in contact with your PS team to solve this issue.

Pastry Chef
Pastry Chef

@nschmitz the appointment is related to the Salesforce Event and this is where the status comes from. We had to get used to this when we went live with Service Board as events never had a status previously with the old dispatch console.

The Job card does not have the order status from Salesforce on it, and there may be an issue with the transformation template mapping the wrong value. To add the Order do this from the Job object and add the field through the designer.

Customer Success Team
Customer Success Team

@brenoburkinshaw Thanks for sharing your feedback!  It’s much appreciated.

Fry Chef
Fry Chef

Hello @nschmitz ,

You can set all the statuses, for Jobs and Appointments to mirror those that you have in Salesforce. 

The instructions for how to do this in 19.3 are here: https://help.servicemax.com/articles/#!service-board-19-3-for-implementers/about-job-and-appointment...

However from 20.1 the process of how status' are managed has changed, so you might want to check out the latest documentation on how to use the new Workflows.

Let me know I can help further.

Best regards,

Jonathan.