FS Holiday API Service : Working Exceptions Lead To Wrong Calculation Results

(Doc ID 1625825.1)

Last updated on APRIL 05, 2017

Applies to:

Siebel Field Service - Version 8.1.1.8 SIA [23012] to 8.1.1.11 [IP2013] [Release V8]
Information in this document applies to any platform.

Symptoms

The customer is using Siebel version 8.1.1.8 SIA [23012] and has reported that there is an issue with Working exceptions for Schedules. Both the methods GetElapsedBusinessTime and GetResponseTime seem to deliver wrong results when the "Working" flag is enabled for an exception entry.

REPLICATION STEPS:
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Scenario: A schedule has been set up with working hours from 09:00 hrs. to 18:00 hrs. Monday to Friday. All the five entries are marked “Normal” with the shift start flag enabled. The business service simulator was used to test the output of the two methods.

Method GetResponseTime:
Test Case 1:
An exception of type “Normal” was created for Tuesday, 24th September from 21:00 hrs. to 22:00 hrs., and associated with the schedule. The call returns the correct commited time. This is OK.

Test case 2: in the exception created above, the “Working” flag was enabled. It is expected that the method call would return 24th September 2013, 22:00 hrs. as the committed time. (i.e. 2 hours from 16:00 to 18:00 hours, plus one hour from 21:00 to 22:00 hrs.) Instead, it returns 19:00 hrs. on 24th September 2013. It seems the introduction of a working exception confuses the calculation logic, so that it “mistakes” the usual non-working hours to be working hours as well.

Method GetElapsedBusinessTime:
Test case 1:
An exception of type “Normal” was created for Tuesday, 24th September from 21:00 hrs. to 22:00 hrs., and associated with the schedule. The call returns 2 hours as Business Time. This is OK.

Test case 2: in the exception created above, the “Working” flag was enabled. It is expected that the method call would return 3 hours as business time. (i.e. 2 hours from 16:00 to 18:00 hours, plus one hour from 21:00 to 22:00 hrs.) Instead, it returns 6 hours, as if there was no break between 18:00 hrs. and 21:00 hrs.


Due to the encountered behavior the user is unable to get the correct output for the "FS Holiday Service API" business service when using the GetElapsedBusinessTime Method or the GetResponseTime Method.

Cause

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