5.0.0

Work Item objects are used to represent the details of a Work Item (i.e. a unit of activity, job, task, break, etc.), either to indicate the current state of the Work Item, what the state of a Work Item was at a given point in time, or to indicate what the Work Item state should be updated to be - depending on the context in which the Work Item object is used.

Do not confuse the Work Item object (which represents the details of a Work Item) with the WorkItem object, for representing how the ServiceBroker WorkItem module is configured for the relevant tenant.

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Work Item Object Format

JSON Format

{
  "Assets": [
    {
      "AssetNum": "",
      "Cost": "",
      "Desc": "",
      "FlexForms": [
        "${FlexFormID}"
      ],
      "FlexView": [
        {
          "Title": "GroupName1",
          "Items": [
            {
              "Label": "labeltext",
              "Value": "valuetext"
            }
          ]
        }
      ],
      "InServiceDate": "",
      "IsComponent": false,
      "LastServiceDate": "",
      "Location": "",
      "Mfg": "",
      "MfgCode": "",
      "Model": "",
      "ProdCode": "",
      "ProdNum": "",
      "ProdLine": "",
      "RetailerID": "",
      "RetailerName": "",
      "SerialNum": "",
      "ServiceCodes": [],
      "Status": "",
      "Type": "",
      "WhereAbouts": ""
    }
  ],
  "AtRisk": {
    "Type": "",
    "Offset": 0
  },
  "Booking": {
    "OrderDate": "",
    "SchdArr": "",
    "SchdStart": "",
    "SchdEnd": "",
    "ServiceDesc": "",
    "ServiceOrg": "",
    "Tech": "",
    "Offer": {
      "OfferId": "",
      "GroupId": "",
      "SchdStart": "",
      "SchedEnd": "",
      "Source": ""
    },
    "TechInfo": {
        "Name": "",
        "Phone": "",
        "ImageUrl": ""
    },
    "ServiceOrgInfo": {
      "Name": "",
      "ServiceOrg": "",
      "ExtSysId": "",
      "NetworkProviderType": "",
      "Address": {
        "AddrLine1": "",
        "AddrLine2": "",
        "City": "",
        "Region": "",
        "PostalCode": "",
        "Country": ""
      },
      "Phone": "",
      "Email": "",
      "ImageUrl": ""
    }
  },
  "Claims": [
    {
      "ClaimNum": "",
      "BatchNum": "",
      "SeqNum": "",
      "Status": "",
      "StatusDesc": "",
      "Amount": ""
    }
  ],
  "Desc": "",
  "FlexView": [
    {
      "Title": "GroupName1",
      "Items": [
        {
          "Label": "labeltext",
          "Value": "valuetext"
        }
      ]
    }
  ],
  "Flags": {
    "AllowRebook": false,
    "AllowReject": false,
    "AllowReschedule": false,
    "Billable": false,
    "CallConfirmed": false,
    "ClerkReview": false,
    "Deleted": false,
    "Fixed": false,
    "HardStop": false,
    "IsDelivered": false,
    "IsRead": false,
    "IsRedacted": false,
    "Paused": false,
    "RepeatCall": false,
    "IsAllDayJob": false
  },
  "Id": "",
  "JobSourceInfo": {
    "SourceId": "SS,SD,SM"
  },
  "Location": {
    "Address": {
      "AddrLine1": "",
      "AddrLine2": "",
      "AddrLine3": "",
      "AddrLine4": "",
      "AddrType": "",
      "City": "",
      "Country": "",
      "Intersection": "",
      "Lat": "",
      "Lon": "",
      "PostalCode": "",
      "Region": ""
    },
    "Contacts": [
      {
        "ContactPoint": [
          {
            "Mode": "Email,Phone,Mobile,FaceTime",
            "Value": ""
          }
        ],
        "ContactType": "",
        "FirstName": "",
        "LastName": "",
        "PreferredName": ""
      }
    ],
    "LanguageId": "",
    "LocationNum": "",
    "Name": "",
    "POReq": false,
    "SigReq": true,
    "StorageLocationId": "",
    "Type": "",
    "WorkCenter": ""
  },
  "Notes": "",
  "Payment": [
    {
      "AssetNum": "",
      "AuthorityNum": "",
      "AuthorizationLimit": 100.0,
      "ContractNum": "",
      "PONum": "",
      "POAmount": "",
      "CoPayAmount": "",
      "ServiceContractId": "",
      "ServiceContractEndDate": "",
      "ServiceContractProvider": ""
    }
  ],
  "Photos": [
    {
      "Date": "",
      "Id": "",
      "Note": "",
      "URL": ""
    }
  ],
  "Priority": "",
  "RejectReasonCode": "",
  "RejectReasons": [{
      "code": "",
      "desc": ""
  }],
  "ServiceProvider": {
      "NetworkProviderType": ""
  },
  "Stage": 0,
  "TimeConstraints": [
    {
      "Range": {
        "Days": "0000000",
        "RangeStartDt": "",
        "RangeEndDt": "",
        "DayStartTm": "",
        "DayEndTm": "",
        "TZ": ""
      },
      "Period": {
        "Start": "",
        "End": ""
      },
      "Desc": "",
      "Type": 1001
    }
  ],
  "Type": "",
  "WorkStatus": 0,
  "WorkSubStatus": 0,
  "WorkType": {
    "Desc": "",
    "Dur": 0,
    "Name": "",
    "ReqSkills": ["",""]
    "ReqSkillSetId": "",
    "Skills": [
      {
        "Comp": "",
        "Id": ""
      }
    ]
  }
}

Work Item Object Properties

Property	Type	Required?	Description	ServiceDispatch	ServiceMobility	ServiceScheduling
Property	Type	Required?	Description	Field Mappings
`Assets`	`array`	No	An array of Asset objects, representing properties related to items of physical equipment (i.e. assets) that are associated with the Work Item (e.g. normally, assets located at the location of the Work Item).	see Asset objects.	see Asset objects.	see Asset objects.
`Booking`	`object`	No	A Booking object, representing details of the Work Item related to when the Work Item was created, when it is scheduled to be carried out, who will be performing the work, etc.	See Booking objects.	See Booking objects.	See Booking objects.
CancelDate	Datetime		Scheduling job cancellation timestamp	`N/A`	`N/A`	cancelDate
Claims	array		The Claims object used within the ServiceMobility work order	`N/A`	/Claims	`N/A`
`Desc`	`string`	No	A short description of the Work Item.	`ProbDesc`	`/Description`	desc(bookJob) vs actNotes (getJob)
Extensions	object	No	This object contains an optional collection of key/value pairs. These key/value are defined and controlled by the customer and are typically used to assist in integration by passing additional data around the system. Currently, this is only used for GET WorkItem requests and is dynamically generated.	`N/A`	`N/A`	`N/A`
`FlexView`	`array`	No	An array of FlexView objects, representing associated flexible "extra" items of information associated with the Work Item.	See FlexView objects.	See FlexView objects.	See FlexView objects. When desc2 contains "more notes" it is mapped to the FlexViews property
`Flags`	`object`	No	A Flags object, representing various boolean flag values of the Work Item.	see Flags objects.	see Flags objects.	see Flags objects.
`Id`	`string`	No	The ID of the Work Item.	`(mfgId:CallNo -> OrderNum)`	`/OrderNum`	`JobId`
JobSourceInfo			The JobSourceInfo property provides the originating source of the job. This field will provide SM for ServiceMobility, SS for ServiceScheduling, or SD for ServiceDispatch.	`N/A`	`N/A`	`N/A`
LastModifiedDate	Datetime		Last modified UTC timestamp	UpdatedOnUTC (SD→CDM only)	`N/A`	`N/A`
`Location`	`object`	No	A Location object, representing the location of the Work Item.	/ConsumerInfo	/Location	/customer
`Notes`	`string`	No	Any notes associated with the Work Item.	`N/A`	`/Notes[]`	`moreNotes` The ServiceBroker Work Item Object `Notes` field is only mapped to the ServiceScheduling `moreNotes` field when the `moreNotes` content is plain text. See the `FlexView` field for when the `moreNotes` field contains XML.
`Payment`	`array`	No	An array of Payment objects, representing payment information associated with the Work Item.	see Payment objects.	/ServiceContracts	see Payment objects,
Photos	array	No	An array of Photo objects	N/A	/Photos	N/A
`Priority`	`string`	No	A representation of the priority (importance) of the Work Item. See table below for a definition of possible `Priority` property values.	N/A	`/Priority`	`priority(0-99)`
RejectReasonCode	string	No	This optional object contains the reason why the mobile worker rejected the work order.	N/A	`/RejectReasonCode`	N/A
RejectReasons	object	No	The RejectReasons object provides an override within ServiceMobility for the standard reject reasons within the system categories.	N/A	`/RejectReason`	N/A
RepairLocation	object	No	Contains the repair location for the job	N/A	/RepairLocation	N/A
ServiceProvider	object	No	The ServiceProvider object	N/A	/ServiceProvider	N/A
Stage	integer			N/A	N/A	N/A
`TimeConstraints`	`array`	No	An array of TimeConstraint objects, representing any constraints relating to when the Work Item can be performed.	N/A	/TimeConstraints	N/A
`Type`	`string`	No	The Work Item's type of work (i.e. Job, Break or Activity).	N/A	N/A	N/A
`WorkStatus`	`integer`	No	A code representing the status of the Work Item. See table below for a definition of possible `WorkStatus` property values.	`CallStatus`	`/OrderStatus`	`disStatus`
`WorkSubStatus`	`integer`	No	An optional, unchecked sub-status code from the relevant sub-system.	`CallSubStatus`	N/A	N/A
`WorkType`	`object`	No	A WorkType object, representing the type of work that the Work Item relates to in more detail than the `Type` field.	see WorkType objects.	see WorkType objects.	see WorkType objects.

Priority Property Values

Value	Description	ServiceMobility	ServiceScheduling
`0`	Low	`1001`	`0-9`
`1`	Low	`1001`	`10-19`
`2`	Low	`1001`	`20-29`
`3`	Medium	`1002`	`30-39`
`4`	Medium	`1002`	`40-49`
`5`	Medium	`1002`	`50-59`
`6`	Medium	`1002`	`60-69`
`7`	High	`1003`	`70-79`
`8`	High	`1003`	`80-89`
`9`	High	`1003`	`90-99`

WorkStatus Property Values

Value	Description	ServiceDispatch	ServiceMobility	ServiceScheduling	Notes
`0`	Eamarked/Pending	`OPEN`	9	`Earmarked`	The Work Item is in a pending status awaiting the Worker to either accept or reject it.
`10`	Contacted/Acknowledged/Accepted	`ACCEPTED`	1 HUB: 9 - New	`Contacted`	The Work Item has been accepted by the Worker.
`20`	En Route	EN ROUTE	`6`	`Travelling`	The Worker is en route (traveling) to the customer location.
`30`	Travel Complete		`8`		The Worker has completed travel to the location although they may not yet be onsite. This can happen when the Worker has to park some distance away from the actual service location.
`40`	Onsite	ONSITE	`7`	`LoggedOn`	The Worker has arrived onsite at the customer location.
`50`	Offsite		N/A		The Worker has left the site of the customer location.
`60`	Closed Complete	`COMPLETED`	`4096`	`Cleared`	The Worker has completed the Work Item and marked it as completed.
`70`	Closed Incomplete	RESCHEDULED	`4097`	`LoggedOff`	The Worker has marked the Work Item as closed but incomplete.
`80`	Rejected	`REJECTED`	`1001`	N/A	The Worker has rejected the Work Item.
82	Consumer	N/A	N/A	N/A
`100`	Claimed	`CLAIMED`	N/A	N/A	The Work Item is in claimed status.
`-1`	Cancelled	`CANCELLED`	N/A	N/A
`-9`	Tentative	N/A	N/A	`Tentative (0)`	Tentative/Fixed are not mapped.

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