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Time-sheet Management for Multiple Technicians

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Grill Chef
Grill Chef

Time-sheet Management for Multiple Technicians

Hello,

I would like to know how the Multiple Technicians (salesforce users) manage their de-brief's to record the hours on daily basis.I have no problem as a primary technician is updated at the work order level,he could log his hours.Now if the same work order is assigned to multiple technicians using the dispatch console,we have business process to create a servicemax events against their Technician records(even though they are salesforce users).I should be able to allow each technicians to login to salesforce navigate to the work order and create a work detail line item based on their login and each technician shouldn't be viewing other Technicians lines.Is there any possibility to do that.This situation is most common in our business process as there are very long term work  orders for years long and basically a crew of people work on those requirements.

Any help would be appreciated.

Best

Ravi

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3 Replies
Product Team
Product Team

Re: Time-sheet Management for Multiple Technicians

Hi Ravi!

Great question about Multi-tech assignment on work orders and recording of consumed time. Could you clarify the following points: 

  • You've indicated that the secondary technicians on a Work Order are dispatched using ServiceMax Events rather than SFDC Calendar Events. Is the primary technician also being dispatched onto ServiceMax Events, or are their events being created on the SFDC Calendar? Is there a business reason (such as WOs longer than 14 days) that would require dispatching using ServiceMax Events?
  • Are your technicians logging into ServiceMax via the online browser or through a mobile solution? Are you using SFWs to record consumed time?

ServiceMax does allow for multiple technicians to be dispatched to a single Work Order in which all Technicians would have salesforce calendar events created for their calendars (attached to their respective SFDC user record) rather than using ServiceMax Events. There are, however, some functional limitations to using the SFDC calendar, which may not align with your solution. Additionally, the difference in dispatching to either SFDC calendar or ServiceMax Events should not impact the technicians' ability to record their time consumption through work detail lines.

When using Multi-tech dispatching, one tech is identified as the primary tech, who will appear in the Technician/Equipment lookup field on the Work Order header record. Based on your SFDC and SVMX settings, this technician will have the ability to update the assigned Work Order, as well as add Work Detail lines. The secondary Technicians dispatched to the WO will appear in a related list for ServiceMax Events on the Work Order (if added to the page layout). These technicians do not generally have access to update the work order header record unless the Work order object has a privacy setting of public. If the Object is private, then secondary techs can view but not edit the WO record. This is OOTB, but there are customizations that extend sharing to all assigned techs on a work order.

Regardless of editing access to the Work Order, all assigned techs should have the ability to add work detail lines to the assigned WO. This is where the method in which your Techs are adding their time consumption is important. If they are using SFWs to enter Work Detail lines, then an SFW that creates WD lines from the WO Record will allow them to create new time consumption ( SFWs that update the WO will not work if the WO is private ). 

Additionally, you can make the sharing settings on the Work Detail Lines object private, which will keep Technicians from accessing one another's Work Detail Lines in the system. But I'm not entirely sure this will keep the individual techs from seeing one another's work details lines on the related list in the Work Order Record. If this is a concern, you might want to consider removing the Work Detail Lines related list and instead manage the views of the WD lines through SFW.

Hopefully some of this information is useful to you. Please feel free to followup with clarification, or to let me know if I've misinterpreted the topic!

Regards,

Lacy Cotton

Regards,


Lacy Cotton-Hodgson
Product Manager
lacy.cotton@servicemax.com
Message 2 of 4
Line Chef
Line Chef

Re: Time-sheet Management for Multiple Technicians

Lacy,

Do you know how to create customizations that extend sharing to all assigned techs on a Work Order?

Message 3 of 4
Grill Chef
Grill Chef

Re: Time-sheet Management for Multiple Technicians

Excellent.Thanks a lot Lacy

Please my comments in Italics

  • You've indicated that the secondary technicians on a Work Order are dispatched using ServiceMax Events rather than SFDC Calendar Events. Is the primary technician also being dispatched onto ServiceMax Events, or are their events being created on the SFDC Calendar? Is there a business reason (such as WOs longer than 14 days) that would require dispatching using ServiceMax Events?
    • In Winter 15 SP , we have set the ServiceMax event as default event in order to drive some of the reports for our liquidating and invoicing and also our business case for long term work orders will be spanned more than a year
  • Are your technicians logging into ServiceMax via the online browser or through a mobile solution? Are you using SFWs to record consumed time
    • As of now we are using the online browsers on the laptop and shortly we are planning to implement the mobility for Technicians.

Actually our primary intention is to the lock the Work detail line record against the work order parent header such that once saved none of the users will be able to edit the lines of self and others records.As there is no way to do OOB ,now we would like to hide the other technicians records other than the logged in user. will for sure try to implement the solution that you have provided

Again Thank You for the comment

Best

Ravi

Message 4 of 4
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