Audience: Administrators and dispatchers
When a field technician finishes a job, they explain what happened onsite and debrief the work order (WO). When a technician debriefs a WO, the system can close the WO, generate a follow-up visit, or flag the record for manual review. To ensure this field data triggers the correct system actions, the platform divides outcomes into outcome causes, outcome cause types, and outcome classes:
|
Element |
User |
Description |
|
Outcome cause |
Field technicians |
The exact, real-world reason selected on the mobile app to debrief the WO. For example,
|
|
Outcome cause type |
The system |
The category that groups similar causes together and tells the system what to do if the intervention was a success or a failure:
|
|
Outcome class |
Dispatchers and planners |
A background scheduling rule that determines the initial validation status of the debriefing. It overrides default settings to decide if the debrief requires manual dispatcher review or can be auto-approved. |
Understand how outcome tiers work together
Consider what happens when a technician arrives at a site, but they cannot access the facility:
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On their mobile app, the technician selects "Customer absent" as the outcome cause.
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The system knows "Customer absent" belongs to the “Failure” outcome cause.
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The WO cannot be technically closed and must return to a schedulable state.
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The system checks the outcome class.
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Since this is a failed visit, the outcome class rule flags the debriefing as "Requires manual validation” and overrides standard auto-approval.
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The dispatcher receives an alert to review the notes before they dispatch a technician for another visit.
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Correct outcome configuration ensures field technicians have clear options, the system processes statuses accurately, and dispatchers only validate important exceptions.
What’s next
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To add a new reason a technician can use to debrief, see Configure outcome causes.
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To add a new outcome cause type that groups interventions together, see Create outcome cause types.
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To add a new outcome class that determines if an intervention is valid, see Create outcome classes.