Working With Bidirectional Real-Time Sync
You can configure bidirectional real-time sync for Order Status values in Salesforce Work Order objects and Status values in Service Board Appointment objects. When Order Status values in Salesforce Work Order objects are updated in Salesforce or in mobile apps such as FSA or ServiceMax Go, corresponding Status values in associated Appointment objects are updated in Service Board. Conversely, when Status values in Appointment objects change in Service Board, corresponding Order Status values in SFDC Work Order objects are updated. These status transitions are driven by the following default mappings defined in the Default Mapping between Appointment Status and Work Order Status object in Max, which you can configure these mappings per your business needs.
|
Previous Appointment Status
|
Current Appointment Status
|
New Work Order Status
|
Job Status Change
|
|---|---|---|---|
|
n/a
|
Pending
|
Open
|
Dispatched
|
|
Pending
|
Accepted
|
Open
|
Dispatched
|
|
Canceled
|
New
|
||
|
Rejected
|
|||
|
Accepted
|
En Route
|
Open
|
In Progress
|
|
Rejected
|
New
|
||
|
Canceled
|
|||
|
En Route
|
On-site
|
Open
|
In Progress
|
|
Incomplete
|
Closed
|
On-Hold
|
|
|
Canceled
|
Canceled
|
||
|
On-site
|
Finished
|
Completed
|
Closed
|
|
Incomplete
|
Closed
|
On-Hold
|
|
|
Canceled
|
Canceled
|
Default JSON field mappings for Status values in Appointment records are as follows:
"appointment_status": "mappingStatus(fields.SVMXC__Order_Status__c, null, [[\"StatusOne\":\"Closed\",\"StatusTwo\":null, \"MappedStatus\":\"Finished\"], [\"StatusOne\": \"Completed\",\"StatusTwo\":null, \"MappedStatus\":\"Finished\"]])"
Default JSON field mappings for Status values in Job records are as follows:
"job_status": "mappingStatus(fields.SVMXC__Order_Status__c, null, [[\"StatusOne\": \"Canceled\",\"StatusTwo\":null, \"MappedStatus\":\"Canceled\"]])"
In Salesforce, when Order Status values in Work Order objects are updated, corresponding Status values in associated Job and Appointment objects are updated in Service Board. These status transitions are driven by the following default mappings defined in the WorkOrder to Job Update transform template. You can define the following active picklist values for the Order Status field in the Salesforce Work Order object and configure status mappings between Salesforce and Max per your organization's needs.
• Open
• Pending Approval
• Approved
• In Progress
• Completed
• Closed
• Canceled
 |
The availability of these picklist values varies based on field service record types and your org type.
|
The WorkOrder to Job Update transform template includes the following default field mappings:
|
Work Order Status
|
Appointment Status
|
Description
|
|---|---|---|
|
Closed
|
Finished
|
Appointment Status in Service Board is updated to Finished when Order Status in Salesforce is updated to Closed.
|
|
Approved
|
Accepted
|
Appointment Status in Service Board is updated to Finished when Order Status in Salesforce is updated to Approved.
|
|
Pending Approval
|
Pending
|
Appointment Status in Service Board is updated to Pending when Order Status in Salesforce is updated to Pending Approval.
|
|
In Progress
|
On-site
|
Appointment Status in Service Board is updated to On-site when Order Status in Salesforce is updated to In Progress.
|
|
Completed
|
Finished
|
Appointment Status is updated to Finished when Order Status in Salesforce is updated to Completed.
|
For example, when Order Status values in Salesforce Work Order records are updated to Closed, Status values in corresponding Appointment records in Service Board are updated to Finished, and Status values of associated Job records are updated to Closed.
|
|
Status mappings are based on values reflected in Appointment objects in Service Board. If no Appointments are created for Jobs, status values are not updated. For Crews, Appointment Status values are updated only for the Crew Leader. For Multi- Resource Appointments, status values are updated only for the Primary Resource.
|
For more information: