Processing PM for Work Orders
When a work order is generated via the PM Process, Work Order Assignment is mapped to Work Order fields in the following manner:
• Dispatcher / Queue to ➔ Owner
• Team to ➔ Service Team
• Primary Technician / Technician to ➔ Technician & Preferred Technician
Primary Technician value can be mapped from various sources:
• If the Coverage Type is “Account” or “Product” and the Number of Work Orders is set to “One Per Product,” then the Primary Technician value is mapped from the Preferred Technician field on the Installed Product Record.
• If the Coverage Type is “Account” or “Product” and the Number of Work Orders is set to “One Per Plan,” then the Primary Technician value is mapped from the Primary Technician field on the Service Contract record (OR) from the Preferred Technician field on the Account record.
• If the Coverage Type is “Location,” then the Primary Technician value is mapped from the Preferred Technician field on the Location’s Account Record.
When a work order is generated via the PM Process, the Preferred Start Date/Time and End Date/Time are populated as follows:
• Preferred Start Date/Time: the PM Schedule’s “Scheduled On” date value, at 12:00 AM
• Preferred End Date/Time: the PM Schedule’s “Scheduled On” date value + the PM Schedule Definition’s “Frequency” in days, at 11:59 PM
• Time zone considerations for the above date/time values are as follows:
◦ If the Assigned Technician is associated with an active Salesforce User record, consider that user’s time zone.
◦ Otherwise: If the Assigned Technician’s Territory has active Business Hours, consider the time zone from that Business Hour record.
◦ Otherwise: consider the time zone from the org’s default Business Hours.