Dynamic Scheduling - Allowing overtime for high priority tickets

[Daniel199]

Hey,

I have a bit of an issue. This can be solved either OOB or customized, but more than likely this will be a customization. When working with dynamic scheduling and work schedules, dynamic scheduling will only schedule a work order task within the work schedule hours.

I need to be able to dynamically schedule high priority tasks to go over that work schedule and into overtime as long as there's at least 15 minutes left of free space at the end of the day.

There is a tick box in the scheduling section of a WOT that says 'Allow Overtime' as far as I'm aware this does nothing? I've a few of the different schedulers (inc manual) with it ticked or unticked but it doesn't seem to actually make any difference to how it's being scheduled.

Anyone have any thoughts about how to tackle this issue? I know there's script includes related to dynamic scheduling, I've had a look through them but I'm still not sure where the main bulk of this scheduling is done out of the 24 files.

[Matthias Spier2]

I had a quick look at this while testing some FSM stuff. Basically work and travel time needs to fit in the daily agent work schedule like you described. If you flag the task "Allow overtime" than this will be considered in the dynamic schedule agent assignment. For this you need to configure the "Max work overtime hours" on the Agent "Work parameters" settings. Unfortunately it is in hours not minutes. So if I changed the value according the the needed overtime the system assigned the task to the related engineer. 

[lars7]

I have tried doing exactly what you describe and made a data setup where i know only 1 specific agent will be evaluated when using auto assign / dynamic scheduling. I then assign a couple of tasks to the agent to mostly fill up his schedule for a certain day but when trying to auto assign 1 last task where i have allowed overtime, the dynamic scheduling does find any workblocks and wont assign it to the agent