Task Creation - Planned Effort / Actual Effort Requirement (Doc ID 1320796.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version: 12.1.2 and later   [Release: 12.1 and later ]
Information in this document applies to any platform.

Goal


Scenario:

Having created a SR and associated Task (via the CSXSRISR screen), it is possible to assign a resource to the task via the Assignment Manager screen.

The Assignment Manager does not appear to take into account the 'Planned Effort' on the task, since the scheduled start and end dates are displayed as the same.

If the user amends these details and saves the changes, when returning to the Task tab on CSXSRISR the scheduled dates are correctly displayed, and the planned effort remains as it was.

If another task is created, and the user manually assigned the task, and sets the scheduled start date, the screen populates the scheduled end date (based on the calculation scheduled start date + planned effort).

If the scheduled end date is amended then the Planned Effort field is automatically updated to show the elapsed time between the scheduled start and end dates.

Q1:
- How can we get the Service Request form to show the correct planned effort if we schedule the task with a greater duration than originally stated on the SR via the Assignment Manager screen?


Q2:
- How can one find out if scheduler and advanced scheduler are installed so to try to set them up completely?


Q3:
- What could not be found is a confirmation that the planned effort for a task is not calculated when using assignment manager. Where do is this explained?


Solution

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