Create Work Orders for Internal Assets

You can now create Work Orders against internal assets so that your field technicians can repair shared assets or infrastructure in response to customer problems. Work orders will now allow agents to search through installed base assets that are not associated to a customer, and send field technicians to an internal address. This is especially useful when multiple customers share the same infrastructure (for example, in a shared facility or a delivery network), or for situations where demonstration or loaner equipment is installed.

Prior to this feature, it was necessary to associate assets to an account that was created to represent an internal location, resulting in redundant data and additional work to accommodate accurate reporting and costing. With this feature, field technicians can work directly on enterprise assets deployed in the service of end customers. 

Steps to Enable

The feature is delivered as a configuration option on the asset picker fragment for work orders. The fragment includes two parameters:

• showCustomerAssets (Y/N, default = Y) - indicates whether the picker will include customers assets for searching  
• showInternalAssets (Y/N, default = N) - indicates whether the picker will include internal assets for searching

The out of box behavior is consistent with prior releases, with the picker including customer assets but not internal assets. To change the settings, you can duplicate the Work Order layout in visual builder studio, and specify the parameters to fit your needs. When both customer and internal assets are shown, an additional filter chip for Asset Type will be available to allow the user to choose between customer assets and internal assets to be displayed. In this case, by default, the chip applies a filter to show only customer assets, but the default can also be changed by setting the following fragment parameter to internal.

• assetTypeChipValueDefault (customer/internal, default = customer)

Tips And Considerations

• When both customer assets and internal assets are included in the picker results, the asset type filter chip can be toggled between "Customer Assets" and "Internal Assets" to show the respective results, or it can be removed to show both types of assets together. 
• When specifying an internal asset on a work order, the work order address picker will now support an asset location type of internal address, so that when the asset is the selected address source for the work order, the technician can be sent to the internal address. Note that location types of Inventory and Work Center will still be ignored. 

Access Requirements

There are no additional access requirements to configure the picker to show internal assets; however by default CRM users do not have data security privileges to view internal assets. You will need to provide those users with the appropriate data security privileges, as dictated by your business requirements.