XML Integration Example: XML Messages for WOs

Owned by Anastasiya Selivanava (Deactivated)
Last updated: May 17, 2021 by Anastasiya Dashuk (Unlicensed)

This article describes XML messages sent in and out during a typical work order (WO) processing.

This basic scenario covers the following intercommunication:

1. [SC → Prov] New WO Created

A new work order created by a subscriber is sent to a provider as the following XML message:

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="67099954">
   <CALL TYPE="WONEW" DATETIME="2016/01/21 07:48:00" OPERATOR="SoWerxXML1" CALLER="test-xml" CATEGORY="CAPITAL - OTHER" SUB="2014917018" LOC="SoWerx-XML" TRADE="BUILDING EXTERIOR" PRO="2000074085" PRO_NAME="SoWerx Contractor Services" TR_NUM="67099954" WO_NUM="67099954" PO_NUM="67099954" STATUS="OPEN" PRIORITY="Sev 3" NTE="500" SCHED_DATETIME="2016/01/28 07:48:00">
      <PROBLEM>sample work order</PROBLEM>
   </CALL>
</DATA2SC>

2. [Prov → SC] WO Dispatch Confirmed

The provider has confirmed the WO dispatch.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="67099955">
   <CALL TR_NUM="67099954" STATUS="DISPATCH_CONFIRMED" />
</DATA2SC>

The screenshot below shows the updated WO status in the user interface (UI) of Service Automation.

3. [SC → Prov] Check-In via IVR or GPS App

A technician has visited the location and reported a check-in via IVR. In this case, an outgoing XML notification is sent to the provider.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="63122971">
   <CALL TYPE="WOUPDATE" DATETIME="2016/01/21 07:48:00" OPERATOR="SoWerxXML1" CALLER="test-xml" CATEGORY="CAPITAL - OTHER" SUB="2014917018" LOC="SoWerx-XML" TRADE="BUILDING EXTERIOR" PRO="2000074085" PRO_NAME="SoWerx Contractor Services" TR_NUM="67099954" WO_NUM="67099954" PO_NUM="67099954" STATUS="ON_SITE" PRIORITY="Sev 3" NTE="500" SCHED_DATETIME="2016/01/28 07:48:00" COMPL_DATETIME="2016/01/21 08:24:18">
      <PROBLEM>sample work order</PROBLEM>
      <CHECK TYPE="IN" PIN="1069693" DATETIME="2016/01/21 08:24:18" TECHS_COUNT="1" CALLERID="266696687" />
   </CALL>
</DATA2SC>

The screenshot below shows the WO details indicated in the UI of Service Automation.

4. [SC → Prov] Check-Out via IVR or GPS App

The technician has reported a check-out. The work is not yet completed as some parts should be ordered.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="63122971">
   <CALL TYPE="WOUPDATE" DATETIME="2016/01/21 07:48:00" OPERATOR="SoWerxXML1" CALLER="test-xml" CATEGORY="CAPITAL - OTHER" SUB="2014917018" LOC="SoWerx-XML" TRADE="BUILDING EXTERIOR" PRO="2000074085" PRO_NAME="SoWerx Contractor Services" TR_NUM="67099954" WO_NUM="67099954" PO_NUM="67099954" STATUS="PARTS_ON_ORDER" PRIORITY="Sev 3" NTE="500" SCHED_DATETIME="2016/01/28 07:48:00" COMPL_DATETIME="2016/01/21 09:24:18">
      <PROBLEM>sample work order</PROBLEM>
      <CHECK TYPE="OUT" PIN="1069693" DATETIME="2016/01/21 09:24:18" TECHS_COUNT="1" CALLERID="266696687" />
   </CALL>
</DATA2SC>

The screenshot below shows the updated WO status in the user interface (UI) of Service Automation.

5. [Prov → SC] New Note Сreated

The provider has sent a note to the subscriber asking to increase the NTE value.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="67133896">
   <CALL TR_NUM="67099954">
      <ATTR NAME="NOTE">Please increase NTE on this call to $760 - additional parts should be ordered</ATTR>
   </CALL>
</DATA2SC>

6. [SC → Prov] Priority, NTE, and Scheduled Date Updated

The subscriber has changed multiple WO fields, including the NTE value as requested by the provider.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="254284764">
   <CALL TYPE="WOUPDATE" DATETIME="2016/01/21 07:48:00" OPERATOR="test-xml" CALLER="test-xml" CATEGORY="CAPITAL - OTHER" SUB="2014917018" LOC="SoWerx-XML" TRADE="BUILDING EXTERIOR" PRO="2000074085" TR_NUM="67099954" WO_NUM="67099954" PO_NUM="67099954" STATUS="INCOMPLETE" PRIORITY="Sev 2" NTE="760" SCHED_DATETIME="2016/01/30 08:00:00">
      <PROBLEM>Test WO description updated</PROBLEM>
      <ATTR NAME="NOTE" LINE="5" DATETIME="2016/01/21 12:21:00" CREATED_BY="SoWerxXML1" NEW_SCHED_DATETIME="2016/01/30 08:00:00" SENT_TO="">WO Edited: status changed from IN PROGRESS/PARTS ON ORDER to IN PROGRESS/INCOMPLETE.
WO Edited: Scheduled Date changed from Jan 29, 2016 08:00 to Jan 30, 2016 08:00.
WO Edited: NTE changed from 500 to (USD)760.
WO Edited: Priority changed from Sev 3 to Sev 2.</ATTR>
   </CALL>
</DATA2SC>

7. [Prov → SC] Check-In via XML

A technician has visited the location again, reporting a check-in via the following incoming XML message:

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="146889">
   <CALL TR_NUM="67099954" STATUS="ON_SITE">
      <CHECK TYPE="IN" ID="2" DATETIME="2016/01/21 07:58:00" />
   </CALL>
</DATA2SC>

8. [Prov → SC] Check-Out via XML

The technician has reported a check-out via XML. This time the work is completed. The COMPL_DATETIME value should be specified in this case.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="146889">
   <CALL TR_NUM="67099954" STATUS="COMPLETED_PENDING" COMPL_DATETIME="2016/01/22 06:35:00">
      <CHECK TYPE="OUT" ID="2" DATETIME="2016/01/22 06:35:00" />
   </CALL>
</DATA2SC>

9. [SC → Prov] WO Completion Confirmation

The subscriber has confirmed that the work order is completed. Now this WO is in a billable status. An auto-generated note about the status change is sent to the provider.

<?xml version="1.0" encoding="UTF-8"?>
<DATA2SC PIN="1069693" ID="254243219">
   <CALL TYPE="WOUPDATE" DATETIME="2016/01/21 07:48:00" OPERATOR="test-xml" CALLER="test-xml" CATEGORY="CAPITAL - OTHER" SUB="2014917018" LOC="SoWerx-XML" TRADE="BUILDING EXTERIOR" PRO="2000074085" TR_NUM="67099954" WO_NUM="67099954" PO_NUM="67099954" STATUS="COMPLETED_CONFIRMED" PRIORITY="Sev 2" NTE="760" SCHED_DATETIME="2016/01/28 07:48:00" COMPL_DATETIME="2016/01/22 06:35:00">
      <PROBLEM>sample work order</PROBLEM>
      <ATTR NAME="NOTE" LINE="3" DATETIME="2016/01/22 07:02:00" CREATED_BY="SoWerxXML1" NEW_SCHED_DATETIME="2016/01/28 07:48:00" SENT_TO="">WO Edited: status changed from COMPLETED/PENDING CONFIRMATION to COMPLETED/CONFIRMED.</ATTR>
   </CALL>
</DATA2SC>

The screenshot below shows the updated WO status in the user interface (UI) of Service Automation.

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