Frequently asked questions¶

General gotchas¶

There are no checks made regarding data truncation. The behavior is undefined for a situation when mapped attributes differ in lengths (sum of lengths for concatenated attributes) and data being sent exceed that length.

Checklists (or Standard Operating Procedure, SOP)¶

Can an Workorder be connected to several Operating procedures?¶

No, One SOP per Workorder is supported (both in Field and in the integration)

Can you create Checklists (or Standard Operating Procedure, SOP) in CRM?¶

No, you can create them in Field, then the name will be synced back to CRM, in order for you to be able to add it to a workorder

Can you add a Checklist to a workorder in CRM?¶

Yes, as long as the Checklist 'type' has been create earlier in Filed, you can add it to a workorder

Gotcha' on Checklists¶

The checklist you create in Field need to have at least one item (regardless of type), else the integration will not be able to map to the correct SOP in CRM

View Status in CRM¶

Can you view status of a workorder in CRM?¶

No, not at this point. (under investigation, but no decision on if & when a solution can be presented). Workaround: if the checklist is not found to be complete, this will most likely be noticed when in the Field. In such a case, the Field worker can create a new workorder (on the object) with the remaining checklist items - in order to track and rework the remaining items )

Will start- enddate on a workorder be synced from CRM to Field / and vice verca?¶

Yes Start and enddates included in the integration (see info in the static mapping), possible to modify the date/time in either system and it will be synced to the other system. However, note that when setting startdate in CRM, it need to be before enddate.

Are articles synced between CRM and Field?¶

No. Currently not in the near-time roadmap for the integration. Instead, separat integrations have been built in some cases (integration one-way CRM-Field of articles)

Can Co-workers (not the specific person working with a case) be notified on progress?¶

No. Not yet, under investigation, rough roadmap to have a co-worker "subscribe" to events on seleted workorders.

Resources/Contacts/individuals and how/what can be synced¶

Are resources synced between CRM and Field?¶

Yes. (see info in the static mapping), possible to modify resource in either system and it will be synced to the other system.

Can more contacts (other than primary contact on a work order) on a case/object be synced from CRM to Field?¶

Yes, to some extent - provided that the contacts/individuals have already been created in Field. By adding contacts to Case (Helpdesk) - and taking those contacts from a new table liasing Persons and Projects

"individuals": {
    "set": [
        {
            "relation": "person",
            "limetype": "person"
        },
        {
            "relation": "person_contact",
            "limetype": "person"
        }
    ]
}

I'm about to add Customers, Contacts etc at start up of customer, should they be imported separately, or should the be imported into CRM and then synced over to Field?¶

In order to reduce load on the integration servers, try to use import tools to import data directly into Field ( amend data with their CRM system id).

Can we trigger notifications to Contacts (eg Our customers' customers) from Field?¶

(Use case: contacts in CRM being synced to Field for sms/email notifications sent by Field at status changes of workorders)

No. Mapping to the necessary fields in Field ( OtherMobile och OtherEmail) is not supported in the integration. Note: "mainstream implementation" of CRM + Field intended to be that notifications should primarily be sent from CRM Workaround: Create script in CRM, that is triggered by status changes in Workorder (synced back from Field), that trigger notifications to Contacts on the Workorder in CRM

Tags / Extra fields (in Field)¶

Can you set Extra Fields (A k a 'Tags') as read-only in Field?¶

No. Sorry.

I want to map a multiple-choice field in CRM to an Extra Field (a k a 'Tag') in Field, how to do it?¶

mapping of multiple-choice fields are not supported at this stage. Instead, use the other types, sample mapping below:

"tag.Nyckel": {
    "property": "key",
    "optionemptykey": "empty"
}

I want to map a multiple-choice field in CRM to Field, how to do it?¶

mapping of multiple-choice fields are not supported at this stage.