Configure service provider on-site standard operations

Overview

Before you begin

• The service provider portal is enabled, and the service provider, service provider engineers, and their object permissions are configured.
• A connected process that can send work order tasks to the service provider portal is configured.
• Use an administrator account with permissions to configure on-site standard operations and connected processes.
• The procedures, actions, inspections, reports, and check-in requirements for service provider engineers are defined.

Service provider differences

Template type

1. Go to Service > System Settings > On-site Standard Operation and click New.
2. Enter the template name, description, application scope, and process layout.
3. Set Type to External Service Provider. Only this template type can be used in a service provider portal connected node.
   

Action handlers

• The default handler for a single action is Work Order.Service Provider Engineer.
• The default handler for a repeated action is Work Order.Service Provider Engineer (field_outDealUser__c). An action generated for each check-in can only be completed by the service provider engineer who checked in.
• Whether a service provider engineer can view or edit an associated object depends on the engineer’s object function and shared-data permissions.
• The upstream service-provider source does not list Confirm associated object data as an action type. If the current tenant does not provide this action type, do not configure it in a provider SOP; use the current page and provider-account permissions as the source of truth.

Process check-ins, repeated actions, and completion checks

Configure the provider SOP node in a connected process

1. Create or edit the work order process, enable Connected Process, and select the service provider portal.
2. Add an On-site Standard Operation node under the service provider portal and select Set as an interconnected node.
3. Select the external service provider SOP template, or match a template by application scope and priority.
4. Configure automatic completion when no template matches, or configure a fallback rule.
5. Customize the main action button name as needed, and decide whether to hide Complete in the to-do list.

Expected results and verification

1. Use a test work order with an assigned service provider and service provider engineer to enter the connected SOP node.
2. Confirm that the service provider engineer receives the task in the provider portal and that the internal engineer does not receive the provider action.
3. Use the shared SOP guide to verify actions, repeated tasks, process check-ins, and completion checks, and confirm that the handler is the service provider engineer.
4. Verify Leave Site, Complete and Check Out, and overall SOP Complete separately.
5. Construct a work order that does not match the template and verify automatic completion or the fallback rule.

Notes

• A provider SOP must use External Service Provider and be issued through an interconnected node in the connected process.
• Do not copy the internal SOP handler rules for Work Order.Engineer or Work Order.Collaborative Engineer into a provider SOP.
• Unlimited repeated actions cannot be required; automatically advancing to the next action is supported only in the App.
• The handler range for global repeated actions and global repeated check-ins differs across upstream materials. Confirm it in the current enterprise page and by testing with a provider account.

Related topics

• Configure an on-site standard operation (SOP) template
• Configure the service provider work order process
• Configure inspection groups and inspection items
• Configure Work Order Punch