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This article details the processes associated with completing a Service Appointment, including creation of a Time Sheet Entry record and creation of an Invoice Line Item when a Time Sheet Entry is approved.

SUMMARY

A Service Appointment is typically updated to Status = Completed via the Check Out flow which is available on the Field Service mobile app for support workers. This will trigger a process to create a Time Sheet Entry based on specific rules that are included in the Check Out flow logic.

SERVICE APPOINTMENT DATE/TIME FIELDS DEFINITIONS

FIELD

DEFINITION

Scheduled Start

The scheduled start date/time of the Service Appointment, added during the planning stages of the process.

Scheduled End

The scheduled end date/time of the Service Appointment, added during the planning stages of the process.

Check In Time

The stamped date/time when a Support Worker checks in via their mobile app, the expectation being that they will check in when they arrive at the destination of the service.

Check Out Time

The stamped date/time when a Support Worker checks out via their mobile app, the expectation being that they will check out when they have completed the service.

Actual Start

The start date/time of the service delivery.

  • This will align with Scheduled Start if the service starts on time.

  • If Check In Time is not aligned then an exception report can be reviewed to determine the approval actions.

Actual End

The end date/time of the service delivery.

  • This will align with Scheduled End if the service ends on time.

  • If Check Out Time is not aligned then an exception report can be reviewed to determine the approval actions.

Note

Earliest Start Date and Due Date are required fields in Field Service, so we populate these fields but they have little impact on the overall process of delivering the Service Appointment and can be ignored.

TIME SHEET ENTRY CREATION

The Time Sheet Entry Start Time and End Time are mapped from the Actual Start and Actual End fields on a Service Appointment record.

The Actual Start and Actual End fields on a Service Appointment record are populated based on specific rules to accurately define the hours that have been delivered.

Info

The Service Appointment Tolerance Setting (available under Custom Settings in the Setup Menu for admins) allows us to set a number of minutes tolerance for Check In and Check Out.

  • Check In & Check Out on time

    • If a Support Worker Checks In within the Service Appointment Tolerance Setting then the Actual Start will be applied as the Scheduled Start on the Service Appointment.

    • If a Support Worker Checks Out within the Service Appointment Tolerance Setting then the Actual End will be applied as the Scheduled End on the Service Appointment.

    • A Time Sheet Entry will be created and automatically approved which will trigger creation of an Invoice Line Item.

  • Check In or Check Out not on time

    • If a Support Worker does not Check In or Check Out on time then they will be asked if they want to update the Actual Start and Actual End times and provide a reason.

    • A Time Sheet Entry will be created and will not be approved which will not trigger creation of an Invoice Line Item.

    • Exceptions can be reviewed in a report to determine the approval status and trigger creation of Invoice Line Items.

TIME SHEET ENTRY CREATION LOGIC

TSE FIELD

SA FIELD

NOTES

TimeSheetId

Retrieve Time Sheet for specified Service Resource which has a StartDate before TODAY and an EndDate after TODAY.

If a Time Sheet does not exist that meets this criteria, then create a new Time Sheet record with a Monday Start Date and Sunday End Date.

Service_Appointment__c

ID

StartTime

ActualStartTime

EndTime

ActualEndTime

Unit_Variance__c

Calculate the variance between Scheduled Date/Times and Actual Date/Times.

(SchedEndTime - SchedStartTime)

-

(ActualEndTime - ActualStartTime)

= Unit_Variance__c

Unit_Variance_Percent__c

Calculate the percentage of the variance compared to the overall scheduled time.

Unit_Variance__c / (SchedEndTime - SchedStartTime)

= Unit_Variance_Percent__c

Status

Create a Custom Setting called Approval Percentage Threshold, this will hold a percentage value.

When a Time Sheet Entry is created, we will check if Unit_Variance_Percent__c <= Approval Percentage Threshold.

Set to Approved, if Unit_Variance_Percent__c <= Approval Percentage Threshold OR to Submitted if Unit_Variance_Percent__c > Approval Percentage Threshold.

Created_by_CheckOut__c

TRUE