A work order defines the work to be performed by the field worker at a customer location. As a dispatcher, you create a work order in the Dispatcher portal, to initiate any field service.
In the upper right corner of the Pega Field Service Dispatcher portal, click the Add icon.
Select Create work order.
On the Create work order tab, select a customer for whom you want to create a work order.
In the Is this related to an open service request field do one of the following options:
Choices Actions Creating a work order related to an open service request
Select the Service request.
Creating a work order unrelated to an open service request
Complete the displayed fields.
To configure the type of work order, perform either of the following:
If the customer-reported issue is for a configured product, select the appropriate Configured product.
To focus on the search results of issues, select the Refine search by category check box.
To filter the list of issues, select the appropriate Issue category and Issue sub-category.
Select the appropriate Issue.
Based on the issue selected, the Required skills and certifications information is automatically populated.
Select the customer Location.
Based on the location selected, the primary contact configured information is automatically populated in the Contact at location field. If more than one contact is linked to the location, you can select an appropriate contact from the Contact at location list.
Select the appropriate Sub-location.
To add skills and certifications that are not listed in Skills and Certifications, click Add skill and Add certification and complete the displayed fields.
On the Schedule Details tab, in the Would you like to schedule this work order field, do one of the following options:
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.