Audience: Field technicians, administrators, dispatchers, developers, and partners
When technicians update requirements and reschedule work orders (WOs) onsite, WOs can be paused and corrected instead of being cancelled. Then dispatchers can permanently change a WO’s requirements and unlock the WO, so work can resume.
Interact with skill overrides
Depending on your role, you can interact with skill overrides in different ways:
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Administrators: Overrides inform how you must set up specific outcome causes to correctly trigger the process for field technicians.
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Planners and schedulers: Overrides explain how a WO's skill requirements can change and how those skills are used in daily planning and virtual scheduling.
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Developers and partners: Overrides provide context for how to configure permissions and understand the skill override data model.
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You can use
fsm.core.skill.override.edit.
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Understand how override skills works
To override skills for a WO:
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A field technician closes an intervention with the outcome cause "Override skills".
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The associated WO is automatically set to a “Blocked” status.
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To understand possible blockers, see Understand skills management examples.
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In the Skill override configuration panel, a back-office user manually adds, removes, and updates the skills and their required cardinality for a blocked WO.
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The new configuration becomes the official requirements for that WO.
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Both manual and automated scheduling processes consider the correct resources and display the appropriate warnings.
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The WO is unlocked.
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The Skill override configuration history tab records all changes made to the skills.
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This ensures transparency and accountability, showing who made a change and when.
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