Create a work order to define the work that a field worker must perform at a customer location. As a dispatcher, you create standalone work orders in the Dispatcher portal, to initiate field service. A standalone work order does not have a case hierarchy associated with it. You can add associated tasks and specify the duration of the work, as well as the skills and certifications required to perform the work order.
In the upper right corner of the Pega Field Service Dispatcher portal, click the Add icon.
Select Standalone work order.
In the Add Standalone work order window, select a customer for whom you want to create the work order.
Select a work order type.
In the Work order template field, select a template with which to fetch the pre-defined set of parameters from the Pega Field Service Admin portal.Based on the work order template that you select, the application automatically populates the work order Duration, Associated tasks, Skills, and Certifications information.
If the customer-reported issue is for a configured product, select an appropriate Configured product.Based on the configured product that you select, the application automatically populates the corresponding customer location and the primary contact information in the Location field and the Contact at location field. To make any changes to the location and primary contact, select appropriate entries from the Location list and the Contact at location list.
To associate tasks that are not listed in Associated tasks tab, click Add task and complete the displayed fields.A task is a specific sub-unit of work that a field worker can performs in the context of a work order, such as completing a safety checklist. When you associate a task within a work order, the task case appears in the corresponding work order case when you create it.
To add skills and certifications that are not listed in the Skills and Certifications fields, click Add skill and Add certification and complete the displayed fields.Adding required skills to a work order ensures that the work order is assigned to a qualified field worker, saves time, and keeps your business processes consistent.
On the Schedule Details tab, in the Would you like to schedule this work order field, choose whether to schedule the work order now or later:
Choices Actions To schedule this work order now, select Yes.
Define a date range.
Click Search to search for the available slots of various field workers in a service territory.
Select the desired slot.
To schedule this work order later, select No, leave unassigned. Click Finish.