Understand override skill management

When technicians update requirements and reschedule work orders (WOs) onsite, WOs can be paused and corrected instead of being cancelled.

Understand how override skill management works

To override skills for a WO:

1. A field technician closes an intervention with the outcome cause "Override Skills". 

2. The associated WO is automatically set to a blocked status.

3. A back-office user to manually add, remove, and update the skills and their required cardinality for a blocked WO in the Skill override configuration panel. 

4. The new configuration becomes the official requirements for that WO.

   • Both manual and automated scheduling processes consider the correct resources and display the appropriate warnings.

5. The WOis unlocked.

6. The Skill override configuration history tab records all changes made to the skills. 

   • This ensures transparency and accountability, showing who made a change and when.

Interact with skill overrides

Depending on their role, users interact with skill overrides in different ways: 

• Administrators: They inform how you must set up specific outcome causes to correctly trigger the process for field technicians.

• Planners and schedulers: They explain how a WO's skill requirements can change and how those skills are used in daily planning and virtual scheduling.

• Developers and partners: They provide context for how to configure permissions (fsm.core.skill.override.edit) and understand the skill override data model.

What’s next

• See Configure outcome causes for override skills.

• See Manage unexpected skills in work orders.

• See Use override skills to schedule with NextGen.