Issue/Symptom/Question

What is the recommended best practice configuration for Mobile Field Service status codes and rules?

Work order status changes

Why am I unable to select a next status code in the Mobile Field Service Application?

Applies To

• PENTA for Windows
• Mobile Field Service
• Work Order Status Codes (Service Management>Setup>Work Order Status Codes)
• Mobile Field Service - Status Rules (Service Management>Mobile Field Service>Configuration>Mobile Field Service - Status Rules)

Resolution/Fix/Answer

Work Order Status Codes should be configured and defined as highlighted below.   User Defined Status Codes should be created as needed and linked to the PENTA Status code as discussed below. Without assigning valid 'next' status codes, the work order could get stuck on the mobile field service device.

DSP - Dispatched

• This status code is used to assign work orders to technicians and push the work orders out to the technicians mobile device. 

• Next available status codes are as follows:
  

P - In Process

• This status code is used on the mobile device only. The field technician will start the work by updating the status of a work order to 'In Process'

• Next available status codes are as follows:

F - Follow up

• This status code is used when the technician is done for the day, or will be leaving to work on a different work order. The work order will be left in a 'Follow Up' status, but will stay on the Technician work list to be picked up at a later time. All labor hours, materials, tools, notes, etc. will be submitted into PENTA for review
  
• Next available status codes are as follows

PO - Parts on Order

• This status code is used when the technician has completed the work for the day, but will need to wait for parts to arrive before completing the call. This status code sends the work order back to dispatch, with an 'unassigned' PENTA status code. When the parts are in, dispatch would send the work order to the technician that will complete the work. All labor hours, materials, tools, notes, etc. will be submitted into PENTA for review

• No next available status code, the work order has been sent to dispatch

BD - Back to Dispatch

• This status code can be used for situations the wrong work order was sent to the technician, or the technician originally assigned to the work no longer has the availability to complete the call. All labor hours, materials, tools, notes, etc. will be submitted into PENTA for review

• No next available status code, the work order has been returned to dispatch

W - Work Complete

• This status code is used when the technician has completed the work. All labor hours, materials, tools, notes, etc. will be submitted into PENTA for review.

• No next available status code, the work order has been returned to dispatch for review on next steps (send to invoicing, assign different tech with different skills, etc.)