Agent is not available at specified time, eventhough he is!

[Daniel50]

Good morning.

I wonder if you guys have experienced this as well. I have a worker who I can't assign WOT to him. I get always the message "Agenti is not available at specified time" and "Invalid update", eventhough the worker has no other WOT or Event on that day. I've tried on different days and with Paris and Quebec. Always the same.

Does someone have a clou what this might cause?

Sincerely Daniel

[Daniel50]

Funny thing: if I dispatch a WOT to another teammember, it works just fine. It's only one User with that problem. That roules out business rules.

[Francisco javi2]

Check the travel times, they are taken into account when assigning a WOT to an agent.

[mcconnellsj]

Hello Daniel

We sometimes see this error due to the agent being assigned to a Work Order Task that is In Progress.  If the agent has Started Work and forgot to stop ... the system still thinks they are on that job.  Solution is to close off that task.

[Daniel50]

Thank you for that input. I just reached out to the dispatcher if he still has the same issue.

[Community Alums]

I am having the same problem. If I close the current work order task (just so that I can open another one and assign it to the same user), the work order closes automatically because all its tasks are complete.

How can we simply suppress the error message and let any number of In Progress tasks be assigned to the same person?

Think of incidents in ITSM, there isn't a limit one person can be assigned to incidents, regardless of what state they are in. Why does FSM think agents can only handle one single task at a time but ITSM doesn't care?! I need FSM to stop caring also 🙂