Appointment Booking (ABS) Overbooking Due To Error "An invalid Row ID, Row <ID>, from the S_EVT_ACT table, has been passed to the assignment manager for processing."
(Doc ID 2935120.1)
Last updated on APRIL 11, 2023
Applies to:
Siebel Scheduling - Version 21.9 to 23.1 [Release V17]Information in this document applies to any platform.
Symptoms
After having Activities scheduled using Dispatch Board, these "scheduled" slot are still generated and returned from Appointment Booking service as available time slots, causing overbooking to occur.
This can be reproduced using the steps below:
1- Administration - Service > Schedule - Create a Schedule "TestSRSchedule" - Mon-Fri 9 to 6
2- Create related data under Administration - Scheduling Screen:
ABS - Activity Status: 1,2
ABS - Days to End: 31
ABS - Days to Start: 1
ABS - Default number of slots:31
ABS - Logging Level: 5
ABS - Range of Heuristic: 7
ABS - Selection Heuristic: 1
ABS - Timeout: 1
Month Start Date: 1
Use Assignment Manager = 1
- Create Time window list TestSRTimeWindow (1-60 and 61-120) - this is where you define the time window based on Duration - This is required to "Load ABS"
- Create Service Region "TestSRServiceRegion" and associate the Schedule "TestSRSchedule"
Details are found in Siebel Field Service Guide > 5 Scheduling Using Siebel Scheduler
3- Under Administration - Users > Employees > Service Details, associate the Service Region and Schedule to the Employees (e.g 4 existing Employees - TEST01 to TEST04)
4- Go to Dispatch Board, create Activities and drop them to July 18 2022 for example from around 9 to 11 am so Employees are BUSY/UNVAIL during this time
act 1 - 120 mins - Earliest Start: 9:00 - ABS - goes to TEST1 User
act 2 - 120 mins - Earliest Start: 9:00 - ABS - goes to TEST2 User
act 3 - 120 mins - Earliest Start: 9:00 - ABS - goes to TEST3 User
act 4 - 120 mins - Earliest Start: 9:00 - ABS - goes to TEST4 User
act 5 - 120 mins - Earliest Start: 9:00 - ABS - goes to TEST2 User from 11-1:00
5- Go to Administration - Schedule > Service Region and click "Load ABS"
6- Go the Dispatch Board and have an Unscheduled activity created and have Duration = 120 (2 hours)
7- Drilldown in the activity and set Earliest Date: 7/14/2022 09:00:00 AM
8- In Activity > Schedule view, click on the "Book Appointment" button
9- The Slots generated show 7/18/2022 09:00:00 AM - 11:00:00 AM
10- Select this Slot
11- Go back to Dispatch Board and notice that there is a overbooking in above date / time
The related ApptBook log shows the following during "Load ABS":
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |