23C Communicated Window Feature Routing Restriction (Doc ID 2975071.1)

Last updated on OCTOBER 10, 2023

Applies to:

Symptoms

On : 23.C.04 version, Configuration

ACTUAL BEHAVIOR
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23C Communicated Window feature routing restriction

In 23C, there is a new feature introducing the property "Communicated Window", outside of which the autorouter will not place the ETA in routing.
In 23C TEST, the "Communicated Window" is being populated with the service window date/time value when the "day-before reminder" is sent out via a message scenario.
This means that the routing plans that assign the work will not assign the work orders with an ETA outside of the service window.

Deselecting "service window" in the dropdown menu for the setup of the "day-before reminder", instead having nothing selected in that dropdown, does not change the result.

EXPECTED BEHAVIOR
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The Communicated Window needs to be blank when the work is autorouted, which is how it worked in 23B, to allow for some late arrivals, to be more efficient, and leave less work unassigned.

STEPS
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The issue can be reproduced at will with the following steps:
1. Create an activity
2. The day before, the message scenario runs and sets the service window start and service window end times
3. The Communicated Window property is updated, which prevents more efficient auto assignment by the routing plans to times outside of that Communicated Window time slot.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, the customer cannot upgrade to 23C as this would negatively impact the Where's My Technician functionality by sending out incorrect arrival messages.

Cause