Troubleshoot Field Service integration with Dynamics 365 Remote Assist

If your organization uses Dynamics 365 for Field Service to manage Field Service work orders, the first-line worker using HoloLens can view Dynamics 365 for Field Service bookings from Remote Assist and quickly call the expert listed in the Support Contact field when needed. This enables first-line workers to do heads-up, hands-free calling through HoloLens in the context of a Dynamics 365 for Field Service booking.

This topic describes:

  • Requirements for Field Service integration
  • How to make sure Field Service is set up correctly
  • How to upgrade the Dynamics 365 instance if you don’t have the correct Field Service version
  • How to add data for required fields in a Field Service work order and booking
  • How to customize the Dynamics 365 pane that appears in Remote Assist

Requirements

Before you begin, make sure you have the following set up:

  • A Microsoft Azure tenant with a Dynamics 365 subscription and a Dynamics 365 Remote Assist subscription. Both are required—Remote Assist is not included in any Dynamics 365 bundle.

    Note

    The tenant can have more than one Dynamics 365 instance. Remote Assist has the option to select an instance from within the app.

  • You must have admin access to add or update the Dynamics 365 tenant instance.

  • The Dynamics 365 instance must have the Field Service app installed, and it must include the My In Progress Bookings view. To make sure this view is installed, we recommend Field Service version 8.2 or later. This topic describes how to make sure you have the correct version and view.

  • The tenant must have at least two user accounts.

  • The user accounts must have the following licenses assigned:

    • Office 365 license that includes Microsoft Teams
    • Remote Assist

    • A Dynamics 365 license that includes Field Service

Confirm that the My In Progress Bookings view is included

If you have an instance but aren’t sure if the correct view is installed, follow these steps to confirm:

  1. Make sure you’re signed in as an admin for the Dynamics 365 instance.

  2. Select Service > Settings > Customizations > Customize the System.

    Selecting Customizations

  3. In the PowerApps screen, expand Entities, expand the Bookable Resource Booking entity, and then select Views.

  4. In the Views screen, verify that the My In Progress Bookings view is listed.

    Bookable Resource view

  5. Do one of the following:

Upgrade the Dynamics 365 instance

If the My In Progress Bookings view is not listed as described in the previous procedure, you’ll need to upgrade your Field Service version to 8.2 or later. Dynamics 365 upgrades don’t happen automatically; they’re driven by customers.

To upgrade an instance:

  1. Go to the Dynamics 365 Admin Center, select the Instances tab, and then select Solutions to see which version of Field Service you have.

    Admin center showing Field Service version

  2. Do one of the following:

    • If you don’t have version 8.2 or later, an Upgrade button will appear on the right side of the screen in the Field Service box. Select the Upgrade button to start the upgrade process.

      If there’s no Upgrade button, you can obtain version 8.2 or later by signing up for a trial or by going to the Dynamics Insider Portal.

      Note

      If the Field Service installation fails, you might need to reset or create a new instance. Field Service installation requires specific steps and doing the steps out of order can cause the installation to fail. Learn more about Field Service installation.

    • If the right version of Field Service is installed and the My In Progress Bookings view is included, go to Add a work order and booking, the next procedure in this topic.

Add a work order and booking

Data will not appear in the Dynamics 365 pane in Remote Assist unless the following requirements are met:

  • There must be at least one work order.

  • The following fields in the work order must have a value:

    Field Value
    System Status The value for this field must be set to In Progress.
    Resource Stores the email address for the HoloLens user. This address must match the email address for the HoloLens user.

Create a work order

  1. Open the Dynamics 365 instance in your browser.

  2. Select the pull-down menu next to Dynamics 365, select Field Service, and then select New.

  3. Fill in all fields that contain an asterisk.

    Work order screen

  4. Select Save in the lower-right corner of the window.

Add values for the required fields

  1. Select the Settings tab.

  2. Select the Book option at the top of the screen. You use this option to book a time for the resource to perform the work.

  3. In the Resource field, enter the resource for the HoloLens user. The resource’s email address must match the email address for the HoloLens user. If you don’t select a resource or if the email addresses don’t match, data won’t appear in the Dynamics 365 pane in Remote Assist.

  4. Select the booking information, and then set the Booking Status field to In Progress.

    Booking status field

  5. Make changes to other fields as desired (no other data is required for the data to appear in the Dynamics 365 pane in Remote Assist).

  6. Save your changes.

Add custom fields to the Dynamics 365 pane in Remote Assist (optional)

You can customize the Dynamics 365 pane in Remote Assist by customizing fields, forms, or the My In Progress Bookings view in Dynamics 365.

To customize fields, forms, or views in Dynamics 365:

  1. Select Service > Settings > Customizations > Customize the System.

    Selecting Customizations

  2. Expand Entities, open the entity you want to modify, and then select Fields, Forms, or Views, depending on what you want to do.

The following table shows examples of the types of changes you might want to make in Dynamics 365, and how to make them.

To Do this Example
Add a new field that doesn’t already exist in Dynamics 365 Create the field in the entity you want to edit, and then add that field to the My In Progress Bookings view. In the Customizations screen, open the Work Order entity, and then add the field you want.

Note Make sure to add data to the field. The field won’t appear if there’s no data.
Add an existing field to the My In Progress Bookings view In the My In Progress Bookings view, add a column for the field. You can add a field from any entity in Dynamics 365. In the Customizations screen, open the Bookable Resource Booking entity, select the My In Progress Bookings view, and then choose Add Columns.

Note Make sure to add data to the field. The field won’t appear if there’s no data.
Add a Power BI web link. In HoloLens, when the user selects the link, it will automatically open in the Microsoft Edge browser. Create a field that supports text strings. Enter any web link in the field data, such as one that opens a Power BI dashboard. As long as it’s a valid URL, it will automatically become a link.

See also