About New Feature: Third Party Organization Scheduling in 12.1.3 (Doc ID 1112171.1)

Last updated on SEPTEMBER 27, 2021

Applies to:

Purpose

Oracle Advanced Scheduler is one of the key solution components of the Field Service Application footprint. Advanced Scheduler engine has been built with a powerful scheduling and optimization logic. It is designed to handle complex field service operations servicing a high volume of customer service requests and fulfilling the contractual obligations, duly considering task constraints and resource availability. In fact, resource availability is one of the most important criteria for Scheduler for computing the scheduling options. Prior to 12.1.3, the  resource availability model is based on the Calendar and Shifts assigned to the Technicians. Scheduler leverages this resource availability model to schedule tasks to eligible Technicians, both interactively as well as a batch process (Autonomous Scheduler).

Often service providing organizations work on a 24x7x365 basis for attending to Break-Fix calls, in order to meet customer SLAs and contractual obligations.  They have to dispatch in house Technicians or transfer the call to a competent Third Party Organization possessing necessary skills already identified and designated to work in a specific territory. Typically there is a  mixed mode of field service operation where there are internal employees (Technicians) as well as a few Third Party Organizations contracted to handle field service calls.

In 12.1.3 Scheduler is able to distinguish between internal resources and third party service providers as a new feature. According to scheduler parameters, preference is given to Internal or Third Party Organizations (TPO). Preference means that tasks will be assigned to the preferred resource unless there is no availability for that resource in which case the task will be assigned to the second choice (assuming there is availability there).

The most important distinction between TPOs and internal resources is that TPOs are assumed to have an unlimited capacity to receive tasks within a shift. While an internal resource is restricted to be able to handle only one task at a time, multiple tasks can be assigned to a TPO at the same or overlapping times.

This document describes the setup required, which will also point out and stress some of the distinctions and similarities between internal resources and TPOs. There are also some examples of scheduling results based on what preferences have been set to highlight the differences and main features (and limitations) of this enhancement.

Scope

This document can be used as a reference for setting up the third party service organization scheduling for e.g. implementers, support or other interested parties.

The actual handling of the tasks by the TPO can be done through the Third Party Administration Portal which falls outside the scope of this document.  

Details

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