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Topic

    Austin Keller
    Completed Activity and Deactivate Route Email Notifications...Answered
    Topic posted March 28, 2019 by Austin KellerRed Ribbon: 250+ Points, tagged Resource Management 
    69 Views, 5 Comments
    Title:
    Completed Activity and Deactivate Route Email Notifications or Launch Conditions
    Summary:
    Email notification to technician to deactivate route or complete activity
    Content:

    We want to "remind" our technicians to complete an activity and/or deactivate their routes at the end of the day.

    These type of issues normally occur on the last activity, because Techs are rushing to get home after fix. Technician will not complete activity or deactivate the route until the end of the day or the beginning of their shift the next day.  I would like to have a launch condition like "Expected End Time of Daily Shift".

    Is there a message scenario configuration for notifying technician when last activity is not completed 2 hours past End Time of Shift?

    Or Route is not deactivated 2 hours past the completion of last activity?

     

    Version:
    19A Service Update 4

    Best Comment

    Graham Sawell

    Hi Austin,

    If your activity times are relatively uniform, you could trigger the message scenario on activity start, with a fixed delay equal to whatever you’d consider an outlier activity duration (e.g. avg duration is 45 mins, so 1h30m may be an outlier). You could then set a two blocking conditions up, one to block any messages where the position in route is not ‘last’ (i.e. don’t send a message if it’s not the last activity of the day), and another to block the message if the activity status is not started (i.e. if they’ve completed it, as they should, don’t message).

    Another option if you use fleet tracking is to use the last engine start event, where the engineer was on a customer site, and then didn’t go to another recognised customer site, and to have this run late in the evening before your dailyExtract cutoff executes. This is good indicator for their activity end and route deactivation time.

    Comment

     

    • Zsolt Tolgyesi

      Hi Austin,

      I found only one Launch Condition which may help you: "SLA window warning" (exactly "Activity is not completed before the end of SLA window").
      https://docs.oracle.com/en/cloud/saas/field-service/19a/famsc/launch-conditions.html#launch-conditions
      Trigger the message 0 minutes before the SLA end, and delay the notification step for 240 minutes.

      Regards,
      Zsolt

    • Graham Sawell

      Hi Austin,

      If your activity times are relatively uniform, you could trigger the message scenario on activity start, with a fixed delay equal to whatever you’d consider an outlier activity duration (e.g. avg duration is 45 mins, so 1h30m may be an outlier). You could then set a two blocking conditions up, one to block any messages where the position in route is not ‘last’ (i.e. don’t send a message if it’s not the last activity of the day), and another to block the message if the activity status is not started (i.e. if they’ve completed it, as they should, don’t message).

      Another option if you use fleet tracking is to use the last engine start event, where the engineer was on a customer site, and then didn’t go to another recognised customer site, and to have this run late in the evening before your dailyExtract cutoff executes. This is good indicator for their activity end and route deactivation time.

      • Austin Keller

        Thank you for the suggestions.  We implemented a 2 hour delay on message delivery when an activity is in a "started" status.  The message does not send if the activity status is moved to any other status. We implemented the a similar message with 12 hour delay on "route started" and the deactivated field has no data.  These requirements were suggested by the property, although we suggested a method similar to yours.

    • Hardik Gupta

      Hi Austin,

      I would suggest not to use message scenarios for this requirement.

      If this is an absolute mandatory requirement then I would suggest to have a batch program that runs daily after work hours to check for started activities and either e-mail users that the activities are still started or use the "Complete Activity" method to mark the activity as completed.

      Another thing that you can do is that the dispatcher can put a filter on started activities and get the list of Started activities and then they can contact the Field techs manually.(The easiest way)

       

      Regards,

      Hardik

      • Austin Keller

        I would prefer the middleware run nightly batch reporting, but unfortunately our middleware team is overbooked. We are wanting an "in -house" OFSC solution for a quicker turn around and immediate results for the property.