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Persona
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Role
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Responsibilities
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Related Topics
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Administrator
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Business Administrator
System Administrator
IT
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Creates and manages the Work Plan Library, defines service tasks, configures auto-assignment rules, and enables labor line creation and translations for the organization.
• Assigns object and field level permissions to enable access for internal and community users.
• Adds Work Order Execution Summary and Work Order Dependency Manager LWC components to the Work Order page.
• Adds Service Product and Work Plan LWC to the record page
Enables properties to show or hide sections and actions based on persona.
• Adds the Work Plan List View LWC to the Product record.
• Adds the Work Order Dependency Manager LWC component and configure custom actions for service task dependencies.
• Creates and manages work plans, including tasks, parts, tools, and Applies To items.
• Creates Work Plans from a product.
• Configures auto-assignment rules for work orders and service products.
• Configures Part settings and abor line creation settings.
• Manages translations for work plans and related tasks.
• Defines service task dependencies in a work plan.
• Creates Entitlement Rules for Work Plans and Service Products.
• Defines Service Price for the Work Plan.
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Implementer
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Planner
Project Manager
Service Manager
Supervisor
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Manages service products and work plan assignments for work orders, and ensures the right work plan is associated with the right service product.
• Creates and manages service products on work orders.
• Assigns work plans to work orders and service products.
• Add, edit, or remove tasks from work plans
• Perform entitlement checks for work plans and service products.
• Add service products and service tasks to work orders.
• Creates dependencies between tasks of different work plans added to the work order.
• Redefines service task dependencies within a work plan to meet real time requirements.
• Updates dependency group associated with the work order.
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End User
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Technician
Field Engineer
Depot Engineer
Service Engineer
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Executes work plans and tasks on assigned work orders, manages task dependencies, and records part consumption and tool utilization during job completion.
• Views tasks assigned to self from a Work Order or from Service Tasks tab.
• Completes tasks, bulk completes tasks assigned to self from the Work Order view.
• Updates task status with execution, captures time spent, add comments, and supporting files.
• Completes linked activity such as form update, recording attributes, or generating report with the task execution.
• Views dependency details to make decision or notify Administrator about blocking tasks.
• Updates parts consumption and confirm tool utilization.
• Tracks work execution summary for the assigned work order.
• Reviews work plan execution summary , assignment status ,and assigns user.
• Adds service product, work plan, or service task from the Work Order if the user has appropriate permissions.
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