Associate customer assets
You can associate customer assets with work orders, agreements, and IoT devices to build a service history.
Build service history
After creating customer assets, you can track repairs, inspections, tests, IoT data, and issues to build a complete service history. Understanding service history is important for making better repair decisions, maintaining asset life span and uptime, and ultimately keeping customers happy.
Ways that you can build a service history include:
Notes - Add notes to the timeline of the customer asset. The field technician can add notes and pictures, videos, and voice recordings to the timeline of the customer asset on the Field Service mobile app.
Agreements - Associate the customer asset with an agreement incident to automatically generate preventative maintenance work orders for the customer asset.
Work orders - Associate the customer asset with a work order.
Work orders
A standard and more organized way to build service history is to associate the customer asset to the work order incident.
You can associate a customer asset with a work order by selecting the customer asset as the Primary Incident Customer Asset on the work order.
Note
Setting the customer asset on the work order automatically associates the customer asset with any work order products, services, and tasks for the work order.
If you aren't using incident types, you can associate the customer asset from the Refers to section on the work order product.
Whenever a customer asset appears on a work order incident, the work order appears in the Work Orders subgrid of the Work Orders tab on the customer asset.
Add customer assets from different accounts to work orders
You can set up the system to allow customer assets that are related to accounts, other than the service account in the work order, to be associated with the work order. This configuration helps scenarios where an asset might be owned by a service provider, yet work orders need to be created for the customer who is currently using the asset, such as with a rental or lease.
To enable this behavior in the Field Service app, go to Settings > Field Service Setting > Work Order/Booking and then set Disable Customer Asset Validation to Yes.
You can set the Suggest Reparenting Customer Assets option to **Yes&& to provide users who are creating work orders with the option to change the parent account of the customer asset to match the service account of the work order being created.