Dispatch Board Filters Out All Activities Without Service Region (Doc ID 2096436.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Field Service Assets - Version 15.0 [IP2015] and later
Information in this document applies to any platform.

Symptoms

On : 15.3 [IP2015] version, Field Service

ACTUAL BEHAVIOR
---------------
In Open UI IP15.3, there's an extra search spec in the SQL that matches the SRV_REGN_ID of the activity with the dispatch board service region.

Dispatch board filters out all activities with Service Region Id, i.e., Dispatch Board applies service region filter.


EXPECTED BEHAVIOR
-----------------------
In 8.0 HI, activities will show up in the dispatch board even if the service region is not set on the activity record itself, as long as the owner emplyee is in the service region selected for the dispatch board it will show up.


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

1. Set up a Service Region on the Dispatch Board, e.g., Test Service Region
Add SADMIN as an employee in the Service Region.

2. enable detail tracing on service_enu application, set all events to 5.

3. Log into Siebel Field Service using Open UI as SADMIN, service_enu.

4. Create one activity, set Service Region = Test Service Region 1, Work Time
= 60, Planned Start and Planned End are current datetime (today is
10/8/2015), Status = Unscheduled.

5. Create another activity, Set Service Region = Test Service Region 2 or
leave it blank, Work Time = 60, Planned Start and Planned End are current
datetime (today is 10/8/2015), Status = Unscheduled.

6. Go to Dispatch Board, you see activity from 4 in Unscheduled Activities.
Drag and Drop the activity onto a future datetime such as 10/9/2015 1 pm for
SADMIN in Dispatch Board to schedule it, Status = Scheduled.

6. Change SADMIN's Service Region to Test Service Region 2.

7. Go to Dispatch Board, set Service Region to Test Service Region 2. You
see activity from 5 in Unscheduled Activities. But you don't see the
activity from 4 on Dispatch Board, and it should be there.

7. Log out of application. In SFSObjMgr_enu log, you will see the SQL has
Service Region filter in the WHERE clause:

  FROM
  SIEBEL.S_ACT_EMP T1,
  SIEBEL.S_ACT_EMP T2,
  SIEBEL.S_EVT_MKTG T3,
  SIEBEL.S_ADDR_PER T4,
  SIEBEL.S_EVT_ACT_SS T5,
  SIEBEL.S_OPTY_POSTN T6,
  SIEBEL.S_ASSET T7,
  SIEBEL.S_SUSP_ACT T8,
  SIEBEL.S_ORG_EXT T9,
  SIEBEL.S_PARTY T10,
  SIEBEL.S_FN_APPR T11,
  SIEBEL.S_PARTY T12,
  SIEBEL.S_PROJ T13,
  SIEBEL.S_TIMEZONE T14,
  SIEBEL.S_PROJITEM T15,
  SIEBEL.S_CONTACT_FNX T16,
  SIEBEL.S_SRV_REGN T17,
  SIEBEL.S_EVT_MAIL T18,
  SIEBEL.S_EVT_ACT_FNX T19,
  SIEBEL.S_USER T20,
  SIEBEL.S_EMP_PER T21,
  SIEBEL.S_EVT_ACT_LSX T22,
  SIEBEL.S_EVT_CAL T23,
  SIEBEL.S_EVT_ACT_FSX T24,
  SIEBEL.S_OPTY T25,
  SIEBEL.S_CON_ADDR T26,
  SIEBEL.S_EVT_ACT T27
  WHERE
  T19.AMS_ACT_ID = T11.ROW_ID (+) AND
  T27.OWNER_PER_ID = T21.PAR_ROW_ID (+) AND
  T27.ROW_ID = T1.ACTIVITY_ID (+) AND
  T27.ASSET_ID = T7.ROW_ID (+) AND
  T27.OPTY_ID = T25.ROW_ID (+) AND
  T27.TARGET_OU_ID = T9.PAR_ROW_ID (+) AND
  T27.PROJ_ID = T13.ROW_ID (+) AND
  T27.PROJ_ITEM_ID = T15.ROW_ID (+) AND
  T27.SRV_REGN_ID = T17.ROW_ID (+) AND
  T17.TIME_ZONE_ID = T14.ROW_ID (+) AND
  T27.OPTY_ID = T6.OPTY_ID (+) AND T6.POSITION_ID (+) = :2 AND
  T27.ROW_ID = T24.PAR_ROW_ID (+) AND
  T27.ROW_ID = T22.PAR_ROW_ID (+) AND
  T27.ROW_ID = T19.PAR_ROW_ID (+) AND
  T27.ROW_ID = T8.PAR_ROW_ID (+) AND
  T27.ROW_ID = T3.PAR_ROW_ID (+) AND
  T27.ROW_ID = T18.PAR_ROW_ID (+) AND
  T27.ROW_ID = T5.PAR_ROW_ID (+) AND
  T27.ROW_ID = T23.PAR_ROW_ID (+) AND
  T27.OWNER_PER_ID = T2.EMP_ID (+) AND T27.ROW_ID = T2.ACTIVITY_ID (+) AND
  T2.EMP_ID = T12.ROW_ID (+) AND
  T2.EMP_ID = T16.PAR_ROW_ID (+) AND
  T2.EMP_ID = T20.PAR_ROW_ID (+) AND
  T27.TARGET_PER_ID = T10.ROW_ID (+) AND
  T27.TARGET_OU_ADDR_ID = T26.ADDR_PER_ID (+) AND T27.TARGET_OU_ID =
T26.ACCNT_ID (+) AND
  T27.TARGET_OU_ADDR_ID = T4.ROW_ID (+) AND
  ((T27.SRV_REGN_ID = :3) AND
  (T27.APPT_REPT_REPL_CD IS NULL) AND
  ((T27.TEMPLATE_FLG != 'Y' AND T27.TEMPLATE_FLG != 'P' OR
T27.TEMPLATE_FLG IS NULL) AND (T27.OPTY_ID IS NULL OR T25.SECURE_FLG = 'N' OR
T6.OPTY_ID IS NOT NULL)) AND
  (T27.TODO_PLAN_START_DT < TO_DATE(:4,'MM/DD/YYYY HH24:MI:SS') AND
T27.TODO_PLAN_END_DT >= TO_DATE(:5,'MM/DD/YYYY HH24:MI:SS')) AND
  (T27.EVT_STAT_CD != :6 AND T27.EVT_STAT_CD != :7 AND T27.EVT_STAT_CD !=
:8) AND
  (T27.PRIV_FLG = :9 OR T27.PRIV_FLG IS NULL OR T27.OWNER_PER_ID = :10))
  ORDER BY
  T27.OWNER_PER_ID, T27.TODO_PLAN_START_DT

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 1:
SFSObjMgr_enu,ssia811,24117408,SADMIN,00000002560e1e4c:0,,Action,FS
AxGanttChart View

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 2:
0-5220

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 3:
1-6K48

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 4:
10/05/2015 07:00:00

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 5:
09/30/2015 07:00:00

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 6:
Cancelled

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 7:
Unscheduled

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 8:
Dispatch Failed

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable 9:
N

ObjMgrSqlLog Detail 4 00000002560e1e4c:0 2015-10-02 13:52:47 Bind variable
10: 0-1

ObjMgrSqlLog Debug 5 00000002560e1e4c:0 2015-10-02 13:52:47 User search spec:

ObjMgrSqlLog Debug 5 00000002560e1e4c:0 2015-10-02 13:52:47 Named search
[Service Region Name Search]: ([Service Region Id] = '1-6K48')



Cause

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