Crew Shift Time Window Are Based Off Of Planned Start Date/Time Instead Of Actual Start Date/Time

(Doc ID 2358475.1)

Last updated on FEBRUARY 12, 2018

Applies to:

Oracle Mobile Workforce Cloud Service - Version NA and later
Oracle Utilities Mobile Workforce Management - Version 2.3.0.0.0 and later
Oracle Real-Time Scheduler - Version 2.3.0.0.0 and later
Information in this document applies to any platform.

Symptoms

Several emergencies were missed or unable to be automatically dispatched by the Scheduler since Crews had started their Shifts early.

For example, the current date/time was Friday 11/10 at 12:00pm, but the Crews were working Shifts with a Planned Start Date of 11/11 1:00am. The Crew's actual Shift Start Date/Time correctly showed 11/10 at 12:00pm. When a new emergency Activity was created, the Effective Time Window was 12:05pm - 1:05pm. This very clearly overlaps with the Crew Shift's ACTUAL Start Date/Time, but not their Planned Start Date/Time.

As a result, the emergency failed to dispatch due to the fact that the time windows of the Shift and Activity did not overlap. When evaluating if Activities and Shifts overlap, the Actual Start Date/Time should be evaluated, when it exists, instead of the Planned Start Date/Time. The Planned Start Date/Time should be trumped whenever the Actual time exists.

Cause

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