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  • 1-11 of 11
  • Dmytro Shurkov

    For example, the end customer or your company requires perform some task, but there is only one time restriction specified Service Level Agreement, i.e. agreed time frame when this task should be not only started but finished as well.

    In such case dispatch creates such task/activity as unscheduled with SLA specified. Routing engine during its cons/prons analysis define better day for its assigning on.

    Thank you

  • Dmytro Shurkov

    If activity with the final status in the past, you would get a new activity created with the same fields i.e. cloned.

    You can't change final status. But you can create the same activity in pending status.

    Thank you

  • Dmytro Shurkov

    Hello  ajinkya,

    Sorry, but your question is not clear enough for me.
    Normally nothing should be changed significantly, otherwise it should be described enough in documentations:
    https://cloud.oracle.com/en_US/saas/readiness?offering=field-service

    Hope it helps.

    Thank you

  • Dmytro Shurkov

    Hello Madhumitha,

    The better approach here(as for me) will be configure message scenario which change activities from scheduled to unscheduled at the end of the day.

    Then such activities could be routed to another date by the routing engine or by dispatcher.

    https://docs.oracle.com/en/cloud/saas/field-service/18d/famsc/setting-properties.html#r_unscheduleActivityActions

     

    Plan B: You could try to use SOAP API to change date for an activity. If I'm not wrong, it even supports change date for past due activities. You can try and tell us how it works:

    https://docs.oracle.com/en/cloud/saas/field-service/18d/faams/activity-management-api-overview.html#c_Update_and_Reopen_Activity_Method

     

    Hope it helps.

     

    Thank you

  • Dmytro Shurkov

    I believe you could do it by using Core/ReST API e.g. you could send update activity request with the following:

    "ifInFinalStatusThen":"createNew"

    Thus, system will create a new one.

    https://docs.oracle.com/en/cloud/saas/field-service/18d/cxfsc/op-rest-ofsccore-v1-activities-custom-actions-bulkupdate-post.html

    Thank you

  • Dmytro Shurkov

    Hello Madhumitha,

    Could you please share some light on business cases/needs for such requirement?

    Thank you

  • Dmytro Shurkov

    Hello Dilip,

    It depends on billing model.
    You can find information about it in our service description documentation:

    http://www.oracle.com/us/corporate/contracts/rightnow-service-descriptions-1885273.pdf

    It's in general.

    Your contract with Oracle should contain information what particular billing model is being used.

    Hope it helps.

    Thank you

  • Dmytro Shurkov

    Hello Noorshabah,

    AFAIK, message scenario allows only to make an activity as unscheduled.

    In such case there is a possible way:

    1. Configure Message scenario to make an activity as non-scheduled because of activitySuspended trigger.

    2. Configure OFSC Routing engine to route all non-scheduled activities assigned to resources' non-scheduled queues on next day.

     

    Or there another way how to get desired behavior by utilizing OFSC Core ReST API.

    1. create a subscription on 'activitySuspended' event.

    https://docs.oracle.com/en/cloud/saas/field-service/18c/cxfsc/op-rest-ofsccore-v1-events-subscriptions-post.html

    2. monitor this event:

    https://docs.oracle.com/en/cloud/saas/field-service/18c/cxfsc/op-rest-ofsccore-v1-events-get.html

    3. Once it happens, perform move activity:

    https://docs.oracle.com/en/cloud/saas/field-service/18c/cxfsc/op-rest-ofsccore-v1-activities-activityid-custom-actions-move-post.html

    Hope it helps.

  • Dmytro Shurkov

    As for now, you can run routing for day 1 up to 99 days  in advance. Based on data characteristics, it would require much time to process because of routing engine nature(it uses genetic algorithm).

    You could create activity filters which would select only most needed activities for month(e.g. already expired sla or going to be expired during this month) and use it within your routing plan.

    Then you can run month by month manually(before run you need to choose first day of your routing month in calendar).

    If it working fast you could try increase it to 60days and do routing for every two months and so on.

  • Dmytro Shurkov

    Hi Prashant,

    In case if all activities have the same duration and the same time slot/service window(all day), you can exclude some amount of hours from technicians working day by using such routing plan setting:

    overtime settings

     

    Anyway, here is no universal solution because any details matter.

    The best solution is to contact with CSM and CSM could engage you with consulting team who can provide solution exactly for your needs.

  • Dmytro Shurkov

    not really,

    With dynamic routing, it will do the same as it usually does, but the only difference is: it will apply dynamic restrictions on the result at the end.
    By other words, they might get the same amount of technicians(3 or 4) but with the less amount of activities assigned.