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Appointment Reserve Capacity Unexpectedly Raises Cost Of Available Slots (Doc ID 2541493.1)

Last updated on SEPTEMBER 26, 2019

Applies to:

Oracle Utilities Mobile Workforce Management - Version 2.3.0.1.0 to 2.3.0.1.0 [Release 2.3]
Information in this document applies to any platform.

Symptoms

On : 2.3.0.1.0 version, Scheduling

Appointment Reserve Capacity unexpectedly raises cost of available slots

A crew shift was configured with a reserve capacity setting of 50% for Appointments. Three appointments, all in very close proximity to each other, were booked for this shift for 4/15/2019 which filled up all of the morning slots. An appointment slot was then sent in at approximately 3:14 PM on Friday 4/12 which is also in close proximity to the other appointments, adding only 2.76 miles to the schedule. Although a slot request for 8:30-16:00 was returned, no appointments were returned for the 12:30-1400, 12:30-16:00, or 14:00-16:00 slot windows for the afternoon of 4/15. This shift had plenty of afternoon capacity. The slot request was sent in with a max units of 40,000.

The activity was then sent in without an appointment, and was manually allocated to this shift. When using the Chooser to check the cost of scheduling this activity, the Chooser indicated the cost was over 113,000 units. User suspects that this cost is being driven by the 50% reserve capacity setting on this shift. In fact, when the reserve capacity for 50% appointments was removed, our slot request then returned all three afternoon slots for 4/15/2019. When the reserve capacity was then added as 50% for non-appointments, again our slot request then returned all three afternoon slots for 4/15/2019.

With the reserve capacity set at 50% for appointments, our expectation was that appointment slots would continue to be returned for the afternoon of 4/15/2019 until there was no further capacity provided that booking such slots would not result in pushing activities into overtime. That was not the case, as available slots were not returned by the scheduler based on the 50% reserve capacity for appointments.

Cause

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