Configure outcome causes

Audience: Dispatchers and administrators

Outcome causes define what options field technicians can use to debrief and close work orders (WO). When you configure outcome causes, you ensure that data, such as why a job was completed or why it failed, is standardized when it is collected from the field.

Prerequisite

Before you start, to understand more about outcomes, see Configure outcomes.

Follow the UI path

All following instructions start from this system path:

Configuration > Core > Work Order Management > Accounting

Create a new outcome cause

You can create the specific causes available to the technicians.

1. In the left panel, click Accounting > Outcome Causes.

2. At the bottom, click + New.

3. Fill out the following mandatory fields:

   • Code: Enter a unique alphanumeric identifier.

   • Description: Enter a clear name for the outcome cause.

   • Class: Select the appropriate class from the dropdown.

   • Cause type: Define if this is a standard or emergency outcome cause.

     • See Create outcome cause types.

   • Outcome type: Choose the type, such as “Success” or “Failure”.

   • Membership: Choose if a cause is internal, external, or both. 

4. Click Insert.

Manage outcome rules and logic

Optionally, you can define how these outcomes impact the status of the WO or trigger follow-up actions:

1. In the left panel, click Accounting > Outcome Causes.

2. Click the Three dots menu for a specific cause.

3. To define parameters, such as closures, triggers, or requirements, select Edit rules.

4. Enter the required logic values.

5. Click Save.

Link outcome causes to intervention groups

To define which technical data sheets appear in FSM Mobile based on the selected outcome:

1. In the left panel, click Accounting > Intervention Groups.

2. In the Search tab, enter any desired parameters.

3. Click Search.

4. Next to the group you want to associate, click the Three dots menu.

5. Select Edit rules.

6. In the Intervention group application rules window, click + New rule.

7. In the Rules management page, click all applicable rule application parameters in these tables:

   • Activities: Select the category, like “Success” or “Failure”.

   • Service types: Specify if it is a standard or specific cause.

   • Outcome causes: Select the exact cause that should trigger this group.

     • For example, a cause could be "Meter replaced". 

8. Click Insert.

Link outcome causes to activity types

To define which outcomes are available for a specific type of work:

1. In the left panel, click Accounting > Outcome Causes.

2. Next to the outcome you want to associate, click the Associate encoded notes with outcome causes icon.

3. In the Outcome cause window, drag the relevant notes from the Non-associated notes column into the Associated notes column.

4. Click Save.

What’s next

• To add a new reason a technician can use to debrief, see Configure outcome causes.

• To add a new outcome cause type that groups interventions together, see Create outcome cause types.

• To configure how the system reacts when you override skills, see Configure outcome causes for override skills.