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Dispatch Board Does Not Display Schedule Correctly When Navigating To Next 2 Days And "Employee Exception Hours" Exists (Doc ID 2972737.1)

Last updated on OCTOBER 25, 2023

Applies to:

Siebel Field Service - Version 22.8 to 23.7 [Release V17]
Information in this document applies to any platform.


When "Employee Exception Hours" is set for more than 2 days, dispatch board fails to display correct available time.

The issue can be reproduced with the following steps:

1. Login to Siebel application.
2. Go to 'Site Map'->'Administration - Service'->'Schedules' and create a new record (Name: Test_Schedule).
3. Drilldown on the 'Test_Schedule' and create the following schedule hours records:
       Start Day / Start Time / End Time / Type
       Monday / 09:00 AM / 03:00 PM / Normal
       Tuesday / 09:00 AM / 03:00 PM / Normal
       Wednesday / 09:00 AM / 03:00 PM / Normal
       Thursday / 09:00 AM / 03:00 PM / Normal
       Friday / 09:00 AM / 03:00 PM / Normal
4. Go to 'Site Map'->'Service Regions'->'Service Region List' and create a new record (Test_Region).
5. Go to 'Site Map'->'Administration - User'->'Employees'->'Service Details'.
6. Let's say you have 2 employee records for this test (EMP1 and EMP2). Set 'Test_Region' on 'Service Region' control and 'Test_Schedule' on 'Schedule' control for both employees.
7. Go to 'Employee Exception Hours' view under the same screen.
8. Select EMP2 employee and create the following exception hours record:
       Start : 9/12/2023 12:00:00 AM
       End : 9/19/2023 12:00:00 AM
       Reason : Sick Time
       Type : Normal
9. Go to 'Site Map'->'Dispatch Board' and click 'Select Service Region' button. Select 'Test_Region' to display EMP1 and EMP2 in the dispatch board.
10. Click right triangle to shift 1 day. It should show correct schedule.
11. Keep shifting days, once it comes to 9/12/2023, it shows that EMP2 does not have available time (this is expected).
12. Click 2 more time to display 9/14/2023.It shows that EMP2 is available 24 hours (this is not expected).
13. This error continues until you display 9/17/2023.


The step 11 will display the following screen (this is correct). EMP1 is available between 9:00am-3:00pm (white bar) and EMP2 is not available (brown bar).


Then the step 12 shows the following screen (this is the issue). EMP1 is available between 9:00am-3:00pm (white bar). But EMP2 is available whole time (white bar) instead of it should be brown bar just like above screen shot.


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