<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Creating the Statement of Work Template</strong></p><p><strong>- Setting the Details of the SoW</strong></p><p><strong>- Setting the SoW on the Opportunity </strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating the Statement of Work Template</span></strong></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">To create a statement of work template, you can navigate to Configuration > Custom Objects > Custom Fields > search for the built out custom field named ‘</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;"><em>CFDefaultStatementOfWork</em></span><span style="margin: 0px; padding: 0px;">’:</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px;padding: 0px;text-indent: 0px;width: 574px;height: 416px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYmY1OGRkLTg0NGItNDU0ZC1iMDcwLTgxMTZkY2M3Y2Q2ZCJ9.Ff0xNvMCWaAOxwRzguxigiXSxmOpMd86B8wV55uoclw" style="padding: 0px; border: none; width: 788px; height: 571.094px;" class="fr-fic fr-dii" width="788" height="571"></span></span><span style="margin: 0px;padding: 0px;font-size:16px;line-height: 20.925px;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><strong><span style="font-size: 10pt;">Fig 1. Custom field for a statement of work</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">This custom field has been configured to be a single selection drop down list. </span></span></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">The idea is to add the name of your SoW templates here and be able to select these names from the drop-down list on the opportunity:</span></span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px;padding: 0px;text-indent: 0px;width: 535px;height: 168px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhY2VhZGQ2LTMyMjctNDA4YS1iZmM5LWUzZWQ2MzI1MGIxZiJ9.FBctmHc1EC_3Mme1ftFiRBrELyR_JtEpjqcF6jUwhYg" style="padding: 0px; border: none; width: 535px; height: 168px;" class="fr-fic fr-dii" width="919" height="289"></span></span><span style="margin: 0px;padding: 0px;font-size:16px;line-height: 20.925px;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><strong><span style="font-size: 10pt;">Fig 2. SoW Templates drop down</span></strong></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 14pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Setting the Details of the SoW</strong></span><span style="font-size: 14pt;"><strong><br></strong></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">Setting the SoW details will be found in Configuration > Tickets > Rules. </span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">Here you will be able to configure a ticket rule that when </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">an</span><span style="margin: 0px; padding: 0px;"> SoW template name is selected on the opportunity, the outcome will fill out the SoW details.</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">Setting the criteria in the ticket rule:</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 595px; height: 335px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0YzNiMmFiLTBlOTAtNDEyMC1iNDJhLTZkMzhmNjAxYjcyNiJ9.y0q4YyHkjSp7IgI9ZbKjrKur1NEhGJCDV1qBkD9w2PI" style="padding: 0px; border: none; width: 840px; height: 472.941px;" class="fr-fic fr-dii" width="840" height="473"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 3. SoW Ticket Rule</strong></span><span style="font-size: 10pt;"><strong><br></strong></span></p><p><br></p><p>The outcome of the ticket rule will need to be in HTML for the formatting of the text to come through on the ticket. </p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Setting the outcome (SoW details) of the set criteria of the ticket rule:</span> </span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 542px; height: 325px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZDkzYTFhLTYxZjUtNGIwMC1iMDQ1LWIyNDcwNGJjZjc1MiJ9.t7JCXa2hlvOT41iNox0AJ-DXZvD23mlhzjedqzvRsSc" style="padding: 0px; border: none; width: 863px; height: 517.482px;" class="fr-fic fr-dii" width="863" height="517"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 4. SoW rule outcomes</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 12pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Adding the Custom Fields to the Opportunity Type</strong></span><span style="font-size: 12pt;"><strong><br></strong></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Now that you have configured the SoW template and SoW rule, you will need to ensure that these fields are present on the opportunity type. </span></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">To add these fields, navigate to Configuration > Sales > Opportunity Types > desired opportunity > Edit > Field Lists > plus button at the bottom > Add ‘</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">CFStatementOfWork</span><span style="margin: 0px; padding: 0px;">’ and ‘</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">CFDefaultStatementOfWork</span><span style="margin: 0px; padding: 0px;">’:</span> </span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 624px; height: 537px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2MDgwNDg0LTFkODMtNGMwYS1iZmQxLWE0NTFiNzY3ZDExNyJ9.fEVYdZv-41n8e6MFJq0SMM9KqC6InwyYCH88k2fnAvM" style="padding: 0px; border: none; width: 624px; height: 537px;" class="fr-fic fr-dii" width="1588" height="1369"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 5. Fields added to the ticket type</strong></span></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Be sure to edit the visibility of these added fields by clicking the pencil icon and only making these fields visible for the agent ticket details screen. This ensures that the end user will not be able to use these fields, nor will agents on the new ticket screen:</span> </span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 519px; height: 624px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwNzYwYmYzLWJjMGQtNDI1MS04ZmEzLTNjMGVlZTI5ODU3OSJ9.ekihkKAdd_j0Ee0Qoh7TGdc_QcviG8GuNVkaI89UiVk" style="padding: 0px; border: none; width: 519px; height: 624px;" class="fr-fic fr-dii" width="1066" height="1282"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 6. Field visibility </strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="margin: 0px; padding: 0px; font-size: 14pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Setting the SoW on the Opportunity</strong></span><span style="font-size: 14pt;"><strong><br></strong></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Once on the opportunity, navigate to the SoW tab and select the desired template which will fill out the Statement of Work field.</span></span></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><em><strong>This is an example of the outcome not formatted by HTML. It will come over as text unformatted in the Statement of Work field:</strong></em></span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 624px; height: 533px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjOTQxNmQyLTRlMDAtNGQ5Yi04ZGE4LTViOWZiNTYwMDUyMSJ9.QB7tnA_cwCTmGCkzRaX1mISd8DeG00FeQR2n9aUf_dA" style="padding: 0px; border: none; width: 624px; height: 533px;" class="fr-fic fr-dii" width="1443" height="1233"></span></span><span style="margin: 0px;padding: 0px;font-size:16px;line-height: 20.925px;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"> </span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 7. SoW tab on the ticket</strong></span></p>
