question Assinging Work Order Tasks "Across Schedule Entries" in Field Service Management forum

Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Thu, 28 Apr 2022 14:03:38 GMT

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.

Re: Assinging Work Order Tasks "Across Schedule Entries"

Manjul Katare — Thu, 28 Apr 2022 18:58:45 GMT

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

Re: Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Fri, 29 Apr 2022 06:13:51 GMT

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.

Re: Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Tue, 03 May 2022 12:36:59 GMT

Hello all

Bumping this.

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

Thanks.

Re: Assinging Work Order Tasks "Across Schedule Entries"

Vasanth12 — Wed, 04 May 2022 10:46:34 GMT

Can you share instance details. Will have a look.

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

Re: Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Wed, 04 May 2022 10:53:50 GMT

Timezone for agent and schedule are both Europe/London.

It is okay to share instance details here?

Re: Assinging Work Order Tasks "Across Schedule Entries"

Vasanth12 — Fri, 06 May 2022 07:00:28 GMT

This is a defect. Please log a case.

For now fixed the issue in your instance. Please check.

Re: Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Fri, 06 May 2022 09:38:32 GMT

Thanks can detail what the fix is?

Re: Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Sat, 07 May 2022 19:54:27 GMT

I get the same error if an Assignee is selected for a work order task that is qualified.

Please have another look.

Re: Assinging Work Order Tasks "Across Schedule Entries"

mcconnellsj — Mon, 19 Sep 2022 07:35:06 GMT

This was a defect where if the system date format was set to anything other than default, the spanning failed. It is fixed in Tokyo.