Dispatcher Workspace - Unexpected Blue Line & Future Date When Dispatching

[Anderson_R]

Greetings,

We're experiencing unexpected behavior in Dispatcher Workspace. When a Work Order Task (WOT) is dropped onto the calendar, a blue line appears. Based on our observations, the blue line seems to start at the date and time the WOT was created. This behavior only started occurring for WOTs created on or after January 29, 2025, and we haven’t seen this before. Has anyone else encountered this? I haven't found documentation explaining what the blue line represents or how to prevent it from appearing.

Additionally, our dispatchers are manually assigning WOTs for January 30, but the tasks are automatically shifting to February 3. We do not use auto task assignment, skills, or geotracking, and our agents have 24x7 schedules to allow assignment at any time. This issue also began on January 29, 2025.

Any insight would be greatly appreciated. Thank you!

(We are on Vancouver not Tokyo, but Vancouver wasn't a label option for the post) 
 

[SalmatO]

Hi, please can you confirm if you have opened a support case for this issue? additionally, what is the estimated travel duration of these WOTs?

[Anderson_R]

Thank you for your response.

We have not yet submitted a support case for this issue.

The issue may be related to the Estimated Travel Duration field. For some WOTs, this value is set to 4 Days 13 Hours 31 Minutes, which could explain why tasks are shifting from January 29 and 30 to February 3. However, this is not a field we actively use on our WOT form.

Could you advise where else the Estimated Travel Duration might be set or populated from?

[SalmatO · Accepted solution]

it's calculated by a BR

• Navigate to: System Definition > Business Rules, search for "estimated_travel_duration".
• Also, check Script Includes related to FSM scheduling

• Disable or Modify Business Rules:

  • If a Business Rule is updating the field incorrectly, disable or adjust its logic.

also for the best use of time, can you please reach out to support to further look into this issue?

[Anderson_R]

I will test your proposed solutions and if issues persist, we will submit a support case. Thank you very much!