Linking PMFS actions and reasons to statuses
The action-reason configuration plays a major role in supporting order flows between the back-office and PMFS app users and / or in facilitating SLA management work flows.
In the Action-reason configuration TSI you can link combinations between PMFS actions (on the app) and reasons to relevant Work order or PPM order statuses. Refer to the procedure below for the actual configuration.
General use cases
• For work orders and PPM orders, an action-reason combination can move an order to a specific status, for example if the reason relates to an engineer requesting materials or assistance on the app. The status change enables the back-office to act on this request.
• In SLA management, a configured action-reason can move a work order to the On hold status to 'stop the clock' (labor-hour registration). For more specific SLA-related examples see the examples below.
 | Precondition: bidirectional status transitions must be configured for the relevant user-defined order types in Business object settings in Field definer. Also, PMFS actions must be enabled for these statuses through the PMFS settings. |
SLA examples:
1. An engineer working on an order via the app selects one of these actions Wait, Pause, Discontinue or Decline the EHS check and specifies a preconfigured reason for this action. This triggers an automatic status transition in the back-office that will 'stop the clock'. This means that the wait time is not included in the job completion time, to remain compliant with the SLA.
2. An engineer working on an order via the app selects the Temporary fix action. This temporary fix could be 'boarding up a broken window' while waiting for a new pane to be ordered and delivered. The engineer selects a configured reason corresponding with this action. This triggers an automatic status transition in the back-office that is configured for temporary fixes.
3. An engineer working on an order via the app selects one of the PMFS actions mentioned above. However, none of the configured reasons apply, except Other. The engineer selects Other and enters the real reason in the Comment field on the app.
4. A customer is not (entirely) satisfied with the work delivered and refuses to sign off. For the sake of continuity in the SLA flow, the order is still moved to the Technically completed status after tapping the Refuse button. The job information is sent to the back-office as a communication log, after which appropriate action can be taken.
| | • For more information on SLA Management in Field Services see SLA Management. • For information on status settings and mobile action settings in Planon AppSuite see Planon AppSuite Configuration - Field Services. • For more information on the PMFS Live app and actions and reasons, see Configuring 'Edit forms' for status transitions. |
Procedure
1. Go to Action-reason configuration.
2. On the > selection step, select the action - reason combination to which you want to link a status.
3. On the action panel, click Link order statuses.
4. Under Available, select the relevant order status(es) and move them to In use.
5. Click OK.
The PMFS action - reason combination is now linked to the selected status(es).