Work Order Area Lookup Failing For Some Buckets (Doc ID 2995338.1)

Last updated on JANUARY 15, 2024

Applies to:

Symptoms

On : 23.D.02 version, Integration

Work order area lookup failing for some buckets

Work order area lookup is failing when trying to create a work order in CX Service for some buckets and not others. Checked the OFS bucket configurations and confirmed time zones are defined and match to what is in CX, work zones have been defined and assigned to each bucket. The work zone keys match to what is being used on CX work order object for the work order area lookup. Work skills have been defined and assigned to all buckets in OFS: these equate to the activity types that can be created on the work order.

ERROR
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"The area for the work order wasn't found. Verify the values and re-query. Work order areas are filtered based on the following fields: WatlowWorkZone_c, Time Zone, Work Order Type. If you entered the correct values for these fields, a work order area matching this criteria wasn't defined during setup. Contact your field service administrator for assistance."

STEPS
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The issue can be reproduced at will with the following steps:
1. Login to environment
2. Dispatch Console> select bucket> Actions> Create Work Order
3. Under work order details on the Work Order Area property, the error message appears.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, users cannot create work orders for some buckets.

Cause