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Same Resource Considered Multiple Times Due To Territory Setup (Doc ID 403580.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 11.5.9 to 11.5.10.2 [Release 11.5]
Oracle Field Service - Version 11.5.9 to 11.5.10.2 [Release 11.5]
Oracle Scheduler - Version 11.5.9 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.
FORM:CSXSRISR.FMB - Create Service Requests
FORM:CSFDCMAI.FMB - Dispatch Center

Symptoms

When getting plan options (scheduling / assignment advice) for a task, the same resource is returned in the options multiple times if that resource is assigned to multiple territories (and more than one of those territories would qualify for the assignment).

This is explained in the following example:

Assume the following territories have been created in Territory Management:

  1. RANK: 2
    Name:  Territory A
    Transaction qualifier:  Postal code = 77017
    Resources:  
    • Resource XX
  2. RANK: 3
    Name: Territory B
    Transaction qualifier: postal code between 77015 and 77018
    Resources:
    • Resource XX
    • Resource YY
  3. RANK: 4
    Name: Territory C
    Transaction qualifier
    Resources:
    • Resource XX
    • Resource YY
    • Resource ZZ

Now create a service request (with postal code 77017 in the incident address) - so that all 3 territories would qualify. Also create a task for this SR.

In Dispatch Center, query the task, select it and choose 'Advise'. Choose the Intelligent mode and select Territory Qualifiers (disable all but Postal Code). The result will look like:

The scheduling advice for all occurrences of Resource XX will have the same suggested times. So the same resource is actually shown 3 times in this example, while once would have been sufficient.

Functionally this is not really a problem, but in larger implementations, performance of getting scheduling advice can be a bottleneck. Returning each resource multiple times implies calculations are done multiple times for that resource as well.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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