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    Vi Giout
    Supporting Activity tasks
    Topic posted January 18, 2019 by Vi GioutBronze Medal: 1,250+ Points, last edited February 1, 2019, tagged Configuration, Dispatch Functionally, Mobility / Mobile Apps 
    56 Views, 4 Comments
    Title:
    Supporting Activity tasks
    Summary:
    Visibility and edit option of sub-tasks in activity (dispatcher and technician)
    Content:

    We are integrating with Siebel from where we are getting tickets (OFSC Activities = Siebel SR). These tickets in Siebel also contain tasks (Siebel Activities) which describe what has already been done and what other tasks should the technician perform. These are not always mandatory, the technician might leave some unfinished. The technician should also be give feedback with an update of the status for each one of these tasks and perhaps enter some comments.

    We have considered to use linked activities for this but we it wouldnt be very practical. The task list can be very long up to some hundreds so apart from the work needed to perform would also be very bad in term of visibility for the dispatcher. The technician would have to start and complete (or at least mark as done) every single sub-activity which would represent a sub-task of a main activity. This also could only be done before starting the main activity or after completing it, since we cannot mark done an activity while a different one is still in progress. And this raises a lot of problems apart from the SLA tracking.

    What we are currently trying to achieve is to use the SR OFSC entity for this purpose. So we would like -first of all- the technician to view and edit the tasks list inside the activity. Ideally we would like for the dispatcher to be able to view (and perhaps edit under conditions) these subtasks also inside the activity. 

    We have managed to show an SR list for the technician inside the activity from mobility using grid_request but everything is read-only. So no option for input of status and comments.

    For the dispatcher there is ony the Resource Inventory List available, not for the Activity. We have tried to create a custom action from action management to include the grid_request to the management interface but this seems that is only supported for mobility and indeed I cannot see this action button from inside the activity.

    Does anyone have an other ideas on how to achieve this requirement? I guess that there has to be other implementation where sub-tasks had to be configured.

    Comment

     

    • Adam

      OFSC has very limited functionalities. What is there is there and what is not there you cannot customize it especially in the core manage. Also, you cannot create custom entities to have 1:M relationships just like Activity to Tasks in your case. I am also struggling with the limitations as OFSC is not *** into our requirements fully..You can talk to your your Oracle success manager for the options..

      • Vi Giout

        Custom entities would be the best option but we are aware that this is not supported. 1:M realtionship exist with Service Requests that is why we were trying to make this work using this Entity. And since SRs have Activity ID by default, it is strange that a management user cannot view the Activity's SRs. 

        • Adam

          Yes I agreed. I am not even sure how it is full filling the requirements of the customers that have implemented OFSC. In our case this is not *** in with our requirements. We are also struggling as you are.

    • Vi Giout

      We ended up with creating a bunch of custom properties on the activity and displaying them in a separate activity tab.Not the finest solution, but it was that or nothing at all.