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Hi,

 

We have a process flow running that check if time on Primary Assign activity is equal to open date of a service order.

Assuming that the Primary Assign activity is always the first activity that is created on a order and should be has Sequence No 1.

 

Now we have orders where Primary Assign activity is the first created activity but it get a Sequence No 3

 

Why is the  Sequence No changed, because when order is created it has  Sequence No 1

 

 

If process flow find orders where open datetime is greater then primary assign arrive datetime then it will update the arrive datetime of primary assign so the order can be resolved without popup that the order cannot be resolved because arrive time cannot be lower.

If the activity arrive datetime is lower then opendate application wil automatically update the open date to the arrive datetime and SLA is changed.

 

when creating the process flow i was assuming that Primary Assign is always the first activity Sequence No 1. But this is not the case, so if in above example phone_session has Sequence No 1 and because arrive datetime is earlier then open date at resolve it update the open date and this is not what we want.

 

Hope i enplane it clearly.

 

Robin.

Hi Robin,

Your service activity is actually at least the 2nd activity as you had older customer support activities like phone session that already existed prior to routing change of the order type to service order.

I am inquiring with R&D what scenarios where the sequence could change but this not something I would key on to find the oldest activity as it does change for various reasons.

 

Hi Phil,

 

Correct FIELD is the 3rd and is added when routing to service order but has Sequence No 2.

Should it not be:

1= Primary Assign

2= Phone Session

3= Field

I believe the Sequence number is for UI purposes. If you really want to find which activity came first, it should have the lowest demand_id.

Still waiting on response from R&D regarding rules around the sequence number used in the UI.

 

Hi Phil,

 

The Sequence No is stored in database and based on that it will show the order in screen UI.

I don’t want to find the first activity because I know that is always primary assign.

 

But we are having the problem that opendate is changing at resolve when opendate is greater than the first (sequence no 1) activity.

 

But now it seems that Primary Assign is not always sequence no 1, and I don’t want to change arrive datetime of phone session or other activity’s then Primary Assign.

 

I am curious what R&D has to say.

 

HI Robin,

This does not look right and may be an issue.  Please log a ticket and we will review it when you supply the steps in this scenario (R&D response).

This in in regard to the open date changing specifically which seems to be relating to the sequencing.  I don’t think we should be focusing in the sequencing rules itself.

 

 

Hi Phil,

 

I will create a ticket for it.

Where most of the times Sequence no is correct in order when activity are created, so i try to find the steps where the sequence is change.

 

thanks.

HI Robin,

Confirmation from R&D that the sequence number is subject to change depending upon the order they are retreved.  Thus not permanently fixed:

I’ve asked a developer to check the code. The sequence number on demand is always recalculated – on demands retrieve, on demand adding, on demand deletion. Demands are retrieved sorted by activity and sequence is recalculated if needed to match the current retrieve.

I believe the reasoning behind this is that you can add/remove demands so this would prevent gaps if you remove demands.

Hi Phil,

I am thinking about this and it does not make sense for me.

Deleting is always the last activity, and  adding will always add at last, so there should be no gaps.

So i don’t understand the recalculation of sequence no.
If you say it is to prevent gaps, the recalculation should check the lowers demand id and give that the lowest sequence no.

Why is the activity that has sequence no 1 at the moment of resolving changing the open date if arrive/actual_dt sooner than open_date?
And activity's with sequence no 2 and higher can have arrive/actual_dt sooner then the open date, this does not making any sense.


The open_date should only be change by a user with a pop up question and not by application it self.

If the recalculation is subjective my created process flows does not work correctly.

Hi,

Could you use demand_labor.is_primaryassign = ‘Y’ instead of demand.sequence_no = 1 to determine the primary activity?

Hi Katherine,

It will not work for all cases. The reason is the primary activity can be moved from one demand to another such as when incomplete is used, the next activity becomes primary.

 

Thanks Phil. This is helpful information.

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