Quickstart: Schedule a work order and view it on the mobile application

This quickstart shows how a dispatcher creates and schedules a work order that a field technician then views on the mobile app.

Steps:

  1. Assign the dispatcher role to a user

  2. Create a work order or use one from sample data

  3. Assign the resource role (for field technicians) to a user

  4. Create a bookable resource

  5. Add the bookable resource to the schedule board

  6. Schedule the work order to the bookable resource

  7. View the scheduled work order on mobile

Prerequisites

You need a Dynamics 365 organization with the Field Service application and the mobile solution installed. Using sample data imported from the Package Deployer is recommended. You also need a phone or tablet for viewing a scheduled work order.

Make sure the Field Service application is installed

Sign in as a system administrator and verify that the Field Service application is listed in the main menu. See the following screenshot for reference. If you don't see Field Service, go to the Field Service installation walkthrough for steps to install it.

Screenshot showing where to find Field Service in the main menu

Make sure the mobile solution is installed

Sign in as a system administrator and verify that the Woodford solution listed in Settings > Solutions. See the following screenshot for reference. If you don't see the Woodford solution go to mobile solution activation walkthrough for steps to install it.

Screenshot showing where to find the Woodford solution in Settings

Make sure sample data is installed

When sample data is installed, you see multiple records in Field Service > Work Orders. If you don't see any sample records, check out these instructions for importing sample data for more information.

Screenshot showing where to verify that sample data is installed

1. Assign the dispatcher role to a user

  • Navigate to Settings > Security > Users.

  • Select a user, and then choose Manage Roles.

  • Assign the user the Field Service – Administrator role to give the user scheduling, dispatching, and configuration capabilities. If this user is only acting as a dispatcher, then assign the Field Service—Dispatcher role.

Screenshot showing field service roles on the Manage Roles dialog

2. Create a work order or use one from sample data

If you're using sample data, you can skip this step. Otherwise, you need to create a work order.

  1. Navigate to Field Service > Work Orders.

  2. Choose New.

  3. On the Summary tab:

    • For Service Account, select an account from the list or create a new one.
    • For Work Order Type, select a work order type from the list or create a new one.
    • For System Status, select Open-Unscheduled.

Screenshot the Summary tab fields for a work order

  1. On the Settings tab:
    • For Price List, select a price list from list or create new one.
    • Set Taxable to No.

Screenshot of Settings tab fields for a work order

  1. On the Address tab, enter a valid address. Then choose Save and close.

Screenshot showing the Address tab fields for a work order

3. Assign the field technician role to a resource

  1. Navigate to Settings > Security > Users.

  2. Select a user other than the dispatcher/administrator, and then assign only the Field Service – Resource security role. If you don't have a user to assign this role, create a new one in the Admin center.

Note

The user needs a Dynamics 365 Field Service license. After you create the user, verify that you can sign in with the new user record. You may be prompted to set a temporary password.

Screenshot showing the Field Service - Resource role on the Manage Roles dialog

  1. Open the field technician’s user record.

Screenshot showing the field technician user record

  1. Select Field Security Profiles.

Screenshot showing where to find Field Security Profiles on the menu

  1. Assign the Field Service – Resource field security profile to the field technician user. Note that field technicians can't edit fields on mobile work orders unless they have this profile assigned.

Screenshot showing the field technician profile view

Set up geo-coding for the field technician user

Next you need to set up geo-coding for the field technician user. Field technician location is used for scheduling and routing.

  1. Navigate to Settings > Users, and then open the user record to verify there is an address. Addresses are based on the address for the user's record set in Office 365.

Screenshot shohowing a user address

  1. If there isn't an address for the user, navigate to the Admin center. Find the user record.

Screenshot showing the user record in Office 365

  1. Enter an address, and then choose Save. To see the updated address in the Dynamics 365 organization, go back to the field technician user record and refresh the page.

Screenshot showing the address fields for the user in Office 365

Set up geo-coding for the organization

Setting up geocoding for an organization enables the system to attach latitudes and longitudes to addresses.

  1. Navigate to Resource Scheduling > Administration > Scheduling Parameters.

Screenshot showing settings for scheduling parameters

  1. Set Connect to Maps to Yes. The API key fills in automatically to use the Bing Maps API, which enables the system to assign a latitude and longitude to the user record's address.

Screenshot showing the Bing maps API field

  1. Navigate to the user record, and then select Geocode.

Screenshot showing geocoding on the user record

  1. Confirm the address, and then choose Close.

Screenshot showing the Found Places dialog

  1. Choose Change to populate the Scheduling section of the user record with the latitude and longitude.

Screenshot of Schedule a work order and view it on the mobile application image26

Note

Alternatively, you can type the latitude and longitude into the address fields on the user record.

4. Create a bookable resource

Next, create a bookable resource record for the field technician user. Creating a bookable resource lets you schedule work orders for the field technician, which the field tecnician sees in the mobile app.

  1. Navigate to Field Service > Administration > Resources.

Screenshot showing where to find the Active Bookable Resources grid

  1. Choose New.
  • Create a new field technician resource with the following settings:

    • Resource Type = User
    • User = [User record you assigned Resource role to]
    • Warehouse = [assign a warehouse or create a new one. Ex: Truck 1]
    • Hourly Rate = $60
    • Start Location = Resource Address
    • End Location = Resource Address
    • Display on Schedule Board = Yes
    • Enable for Availability Search = Yes

Screenshot showing where to find the fields on the Bookable Resource form

5. Add the bookable resource to the schedule board

Next, you add the field technician to the schedule board.

  1. Navigate to Field Service > Schedule Board.

Screenshot showing where to find the Schedule Board in the menu

  1. In the Filter and Map View panel, select Options > Select Resources.

Screenshot showing the Filter and Map view panel

  1. Find the new field technician with the Resource Type set to User, and then move the user to selected resources. Choose Apply.

Screenshot showing the Apply command for a selected resource

6. Schedule the work order to the bookable resource

In the lower pane, find the work order to schedule. This work order is listed in the Open Requirements view, and the Unscheduled Work Orders view. To schedule the work order, drag it to the field technician.

Screenshot showing how to schedule the work order for the bookable resource

7. View the scheduled work order on mobile

If necessary, download the Field Service Mobile (2017) mobile app from the app store for your phone or tablet.

Screenshot of Schedule a work order and view it on the mobile application image37

  1. Navigate to the Field Service Mobile (2017) mobile app, and then choose Setup.

Screenshot showing where to find the Setup option on the field service mobile app

  1. Select the Dynamics 365 account.

Screenshot showing list of accounts on the field service mobile app

  1. Sign in with the username and password for the field technician:
  • For the URL, enter the URL of your Dynamics 365 organization. For example, https://org.crm.dynamics.com.
  • For the Username, enter the username of the field technician. For example, username@org.onmicrosoft.com
  • For the Password, enter the password you set for the field technician.

Screenshot showing sign-in credentials for a field service user

  1. In the Booking tab, verify that the work order (or booking) is scheduled for the field technician.

Screenshot showing a work order in the field service mobile app