Assinging Work Order Tasks "Across Schedule Entries"

[mcconnellsj]

Hi

I am looking for experience of assigning field agents across multiple days.  We have enabled this plugin for FSM and having difficulty working out why we are getting the following error.

Note that the error DOES NOT appear if I uncheck "Assign Across Schedule Entries".

Taking this literally, this must mean that the agent's schedule does not cover this day and time.

However even if apply the 24/7 schedule to this agent, the error still appears, and even if the duration is only an hour or a minute (so not spanning any schedule entries anyway).

I have the following entry for the user in the "Work Schedule" table (agent_work_schedule).

Surely if the work schedule is 24/7 this error would not appear?

Obviously something else is causing the error and a review of the relevant script includes reveals a sphagetti of functions that is tricky to follow.

(Conversely on my developer instance, I have the opposite issue: I do not get the error if I assign something at 2am to a user with a 8-5 monday schedule, so I am missing something that isn't to do with the schedule itself I think)

Thanks in advance.

[Manjul Katare]

Hi There,

I tried to re-generate your issue at my end.

This seems to be working for me on OOB instance with 2 different Agents schedule (Agent-A having 24x7 schedule, Agent-B having 12hrs a day schedule).

Say if the work duration is 48 hours:

=> Agent-A would complete in 2 days

=> Agent-B would complete in 4 days

In this setup, there are 2 important thing to pay attention at:

#1: If "Fixed window" is Checked to "True", then window duration should be min 4 days so any Agent A & B both could be assigned.

#2: Window End on the WOT should be "Empty" or after 4 days of Window Start, so that again Agent A & B both could be assigned.

Hope this information helps!

-Manjul

[mcconnellsj]

Hi Manjul

Thanks for reply I appreciate it.

I do understand it works OOTB ... it works on my Developer instance too.  But it doesn't on our own instance, and don't where to check.

If you look at my example, the duration is only one hour.  If I uncheck "Assign Across Schedule ..." the error goes away.  Even if the duration is one hour.

I think there is something else configured wrongly somewhere, I need some tips on where to check.

Thanks.

[mcconnellsj]

Hello all

Bumping this.

Still struggling - hope someone can point to clues in our configuration that would cause this behaviour.

Thanks.

[Vasanth12]

Can you share instance details. Will have a look.

Meanwhile can you check the agent timezone and the schedule timezone once?