Work Order Fields
The following table lists the fields in the Work Order object.
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For the complete list of packaged fields, refer Work Order.
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Field
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Description
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Case
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Support Case from which this Work Order is originated. This is a lookup to an existing Salesforce Case record.
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Account/Company
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Company initiating this Work Order. This is a lookup to an existing Salesforce Account record.
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Contact
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Name of the contact person from the customer account for this Work Order. This is a lookup to an existing Salesforce Contact record.
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Component
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Entitlement Notes Information entered by the support center engineer at the time of entitling the customer for the requested services.
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Entitlement Records
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List of available entitlement records: warranties and service/maintenance contract.
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Top-level
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The top-level installed product to which the component installed product belongs.
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Parts Order
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Reference to a Parts Order number in ServiceMax.
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Problem Description
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Detailed description of the problem as reported by the customer.
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Order Status
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Current status of the Work Order.
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Priority
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Priority of the Work Order.
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Customer Down
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If the customer situation is critical affecting the uptime due to the problem reported.
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Order Type
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Type of Work Order. Options include: Field Service, Depot Repair, and so on.
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Purpose of Visit
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If the Order Type is Field Service, specific reasons for the field service.
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Billing Type
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How the Work Order expenses will be accounted for. Options include: Agreement, Paid, and so on.
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Service Team
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Name of the Service Team that is working on the Work Order. If your organization uses ServiceMax dispatch console to manage Work Order assignments, this field will be read-only in the Work Order screen.
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Technician
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Name of the Technician working on the Work Order. This does not imply that this member has ownership of the Work Order record. If your organization uses ServiceMax dispatch console to manage Work Order assignments, this field will be read-only on the Work Order screen.
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Work Performed
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Details of work performed to address or resolve the Work Order.
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Special Instructions
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Relevant instruction for future service events for the same product/customer.
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Customer Failure Feedback
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Feedback given by the customer about the overall failure event and how your organization responded.
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Corrective Action
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Any corrective action taken by your engineer to address the customer feedback.
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Configuration - Before
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Snapshot of the product's technical details before the engineer started addressing it.
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Configuration - After
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Snapshot of the product's technical details after the engineer resolved/addressed the issue.
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Failure Location
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Location where the product failed such as Field or Depot.
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Failed Assembly
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The assembly of the product that failed. Your system admin is responsible for configuring this list for your organization's requirements.
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Symptom
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Symptom that was noted before the failure. Your system admin is responsible for configuring this list for your organization’s requirements.
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Root Cause
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Root cause of the failure. Your system admin is responsible for configuring this list for your organization’s requirements.
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How Fixed
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Type of fix that was applied to resolve the problem. Your system admin is responsible for configuring this list for your organization’s requirements.
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Street
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"Street" part of the service location's address.
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City
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"City" part of the service location's address.
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State
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"State" part of the service location's address.
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Zip
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"Zip" part of the service location's address.
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Country
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"Country" part of the service location's address.
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Dispatch Process
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Dispatch process to be used to schedule which this Work Order. This is a lookup to ServiceMax Process.
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Dispatch Priority
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Work Order priority bucket as defined in the dispatch process. This will be calculated automatically.
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Preferred Technician
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Name of the preferred Technician for the Work Order. Calculated from the service contract, installed product or account wherever available.
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Primary Territory
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Primary Territory for the Work Order. This is calculated automatically by the Schedule Optimization pre-calculation engine.
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Scheduled Date Time
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Schedule date and time to dispatch the Work Order.
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OptiMax Status
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Schedule Optimization dispatch status for the Work Order.
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OptiMax Error Text
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Details of error occurred when performing pre-calculations for Schedule Optimization.
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Preferred Start Time
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Start time for the Work Order to be scheduled. Calculated automatically based on booking window, SLA and access hours.
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Preferred End Time
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End time before which the Work Order must be scheduled. Calculated automatically based on booking window, SLA and access hours.
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SLA Terms
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SLA Terms used for dispatch process.
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Service Duration (in Seconds)
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Duration in minutes required for the Work Order. Calculated from rules by Schedule Optimization pre-calculation engine.
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Is PM Work Order
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Indicates if this is a preventive maintenance Work Order or not. Set automatically by PM scheduler.
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Scheduled Date
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Scheduled date for the Preventive maintenance Work Order.
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Preventive Maintenance Plan
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The source PM Plan that resulted in this preventive maintenance Work Order. Set by PM scheduler.
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PM Tasks Created
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Indicates if PM tasks have been created.
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