Audience:
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Administrators who set up specific outcome causes to trigger the correct process for field technicians.
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Dispatchers who plan and schedule work orders (WOs) with changing requirements.
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Developers and partners who configure permissions (
fsm.core.skill.override.edit) and need to understand the data model behind skill overrides.
With override skills, handle unexpected changes in skill requirements for a WO. When field technicians identify a need for different skills on-site, requirements can be updated and the WO can be scheduled again. To prevent WOs from being prematurely closed and recreated, override skills pause WOs and update the required skills.
Manage overridden skills
To override skills and reschedule WOs:
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When a field technician closes an intervention with an outcome cause flagged for "Override Skills," the WO is automatically set to a "blocked" status.
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To unlock the WO, a dispatcher manually updates the skills and their required cardinality in the Skill Override Configuration panel.
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This configuration becomes the official skill requirements for that WO.
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Note: Both manual and automated scheduling processes consider the correct resources and display the appropriate warnings.
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Re-enter the new requirements into the standard scheduling process.
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To access a clear record of every change made to the skills, go to the Skill Override Configuration History tab.
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This history ensures transparency and accountability because it shows who made a change and when.
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What’s next
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See How to Configure Outcome Causes for Override Skills.
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See How to Add Unexpected Skills to a Work Order.
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See How NextGen Handles Override Skills in Scheduling.