Hi Christian,
Can you go to the Workflow (Mobile) module in the Alliance application and check the field settings on the “Alliance Header Fields for Re-dispatch” shown here?
 

Try adding the Caller and Short Descr fields to this list...then close the Service Order module and re-launch it again so that it will recognize the changes you just made and then run another test and see if that solves the issue…
Thanks,
​​​​​​​Reid

Hi Reid

I added caller_name and cc_short_descr in Workflow (Mobile) - Alliance Header Fields for Re-dispatch, in UAT. 

Logged out and in again, and Reintialize mobile. Caller is now updated on mobile with notification, but there is no changes on short descr.

Then i testet the same i LIVE. Non og them is updating i live with the same settings. 

Tried with no success to add caller_person_id and cc_caller_descr

Hi Christian,
Try setting both the caller_name and caller_person_id fields, I just tested with both of those fields set and I get the updates on the mobile device automatically:

For the short description field, please log a support ticket for that...I think that may be an issue with the field mapping because the description refers to it as the Phone Short Description field but I tested and the dispatch isn’t getting sent to mobile when this field is changed.
Thanks,
Reid

Hi Reid

I added caller_name and caller_person_id i LIVE, but i am not getting any update or notification before i manual update. Still works perfect in UAT. I have been locking in to settings in MOE (General MOE + Mobile Server Settings) and it seems like it´s the same in LIVE and UAT. Any other settings that can make that difference?

For the short description I will log a support ticket

Thanks :-)

Hi Christian,
Go to the Workflow (Mobile) module in Alliance and toggle the field shown here and hit Save:

Wait a second and then toggle the same field back to it’s original setting and then hit Save again (this will revert it back to it’s original setting).

Then close out of the Service Order module and re-launch it and run another test...it should pick up the changes you made in the Workflow (Service) module at this time so see if that solves the issue in LIVE.
Thanks,
Reid

Hi Reid

It didn´t fix issue i in Live,

This is the original settings, the same as UAT.

I activated Prompt before Re-Dispatch and save. Deactivated and save. Nothing changed

If i change priority on the service order i works fine. Notification and it changes on mobile device automatically

I have checked alle settings here. All the same except, Disable the following Header Fields

This is from UAT

bpart_id,item_id,location,serial_no,site_company_descr,site_company_id,tagno

This is from LIVE

site_company_id,site_company_descr,bpart_id,item_id,serial_no,tagno

Hi Christian,
Log a support ticket for this issue, it sounds like everything is setup properly so this will need to be researched further…
Thanks,
Reid

OK, thanks Reid 

Hi Christian,

The short description field is populated in the order_line.descr column.  This has an element field ID of DESCR:

To redispatch, I believe you will need to use this setting.

For the Caller, I am a bit perplexed that you indicate it works in UAT but not in LIVE…  Was this tried with all your profiles or only the DK profile?  For this, it should be investigated with a support case.  I do confirm the field id for the caller is caller_name and is stored in the order_line.caller_name column.

So this should have been enough:

Hi Phil, and thanks for your reply

I added descr - Problem in UAT CDK and now short descr is updated on mobile device automatically, with notification. So now both short descr and caller is working with update in UAT in DK profile

But with same settings in Live nothing happens before I manual update on Mobile.

It is exactly the same when I use the profile for Norway CNO. UAT works fine, Live don´t.

Tested on mobile on 2 different devices with same result.