Service Metric Unit Minutes Does Not Work With FS Verify Entitlement GetBestResponseTime (Doc ID 1957622.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Field Service - Version 8.1.1.11.7 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11.7 [IP2013] version, Field Service

Service Metric Unit Minutes does not work with FS Verify Entitlement GetBestResponseTime

We have a number of Entitlement Metrics setup that use a Unit value of Minutes.When a Service Request tried to Auto Entitle using the Entitlement that has Minutes the system produces an error.
Error in Workflow INGR SR Updates from eService workflow. Error Message : Error running sub-process 'FS - Verify Entitlement SR Best Response Time' at step 'AutoVerify'.(SBL-BPR-00183)
Error invoking service 'FS Verify Entitlement', method 'GetBestResponseTime' at step 'GetBestResponseTime'.(SBL-BPR-00162)
Service Metric Unit is Invalid(SBL-SFS-00119)
Service Metric Unit is based on LOV 'SERVICE_METRIC_UNIT' which has an out of the box value of Minutes.

Can you please confirm that Minutes does indeed work out of the box with the GetBestResponseTime method?

ERROR

Service Metric Unit is Invalid(SBL-SFS-00119)


STEPS

The issue can be reproduced at will with the following steps:


1. log into service_enu.


2. create an account. Drill down on account, click on Contacts tab to create
a new contact for the account.

3. create a service schedule in Administration - Service > Schedules:

Monday 1 am to 11 pm, Shift Start Flag: checked
Tuesday 1 am to 11 pm, Shift Start Flag: checked
Wednesday 1 am to 11 pm, Shift Start Flag: checked
Thursday 1 am to 11 pm, Shift Start Flag: checked
Friday 1 am to 11 pm, Shift Start Flag: checked


4. create an agreement:


Effective Date: 11/1/2014 04:07:30
Start: 11/1/2014 04:07:30
End: blank

Associate the account from 2 to it.


5. create a new product, serializable flag is checked, release it.

6. create a new asset, associate new product from 2 to the asset.


7. drill down on agreement from 4,

- Create an entitlement, click on Entitlements tab:

Name: Integraph Entitlement
Type: Service
Service Hours: schedule from 3.
Start: the same as Agreement's Start.
End: blank

- Create a Metric for the entitlement, click on Metrics tab within the
entitlement:

Type: Response Time
Value: 20
Units: Minutes
Priority: 2-High
Service Hours: schedule from 3.


- Create a product for the entitlement, click on Products tab within the
entitlement:

add the product created from 5.


8. Activate the workflow process 'FS - Verify Entitlement SR Best Response
Time' in Administration - Business Process > Workflow Deployment > Active
Workflow Processes.

Reload runtime events in Administration - Runtime Events.

9. Relogin to application.

10. Create a new service request in Service > Service Requests List:

Account: from 2
Priority: 2-High
Entitlement: Integraph Entitlement (from 7)

drill down on SR#, click on Service Details tab, and enter the following:

Product: product from 5.

11. Choose the Service Request record in Service > Service Requests List and
Click on 'Verify Best Time' button in Service > Service Requests List, get
the following error:

[1]Error invoking service 'FS Verify Entitlement', method
'GetBestResponseTime' at step 'GetBestResponseTime'.(SBL-BPR-00162)
[2]Service Metric Unit is Invalid(SBL-SFS-00119)


This is reproducible in both Open UI and HI.




Cause

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