Field Service Management (FSM) & Planning and Scheduling Optimization (PSO)

Hi all,we are using the NGSM with Requests and Request Work Tasks.When planning we face a big issue when it comes to transferring Work Tasks:If one assignment is transferred to mobile it is not possible to transfer a second assignment.So it is impossible to send a second technician to the same Task if required but not initially known.Or if some mistake was made during assigning. For example in the Dispatch Console if one resource demand is assigned and directly transferred before assigning the second demand, it is no longer possible to send the second one to the technicians mobile.We have now cases, where one assignment is already set to completed and the second one is not even transferred to mobile. But because the first one is completed it is also not possible to cancel the assignment.So the only solution is to cancel the complete Task and create a new one.Is there any way to get this done, that I am not aware of?Example: Second assignment cant be transferred anymore 

Is there a roadmap item to start and stop MRAs in MWO to capture the actual time vs the estimated time a technician spends on these tasks? This would allow PSO to adjust the schedule and also capture the appropriate timesheet duration.

I havce a business rule that fires off TASK_EVENT notifications, however one rule picks up a value from REQUEST (REQ_TYPE). The rule will not match the value in REQ_TYPE, even though it is the correct value and i have confirmed this in the Audit Table.  I suspect it is a join issue between the two tables. I have it set up as below, is this correct? are there any other things i should check?  

Hi everyone,I’m looking for help understanding an issue I’ve encountered. Some tasks appear to be allocated by PSO and are visible in the Workbench under PSO, but they do not show up in the Dispatch Console.Does anyone know why this might be happening or how to resolve it?   Thanks in advance!

Hi All, looking at deploying IFS Cloud Use Place in remote deployment.  The sizing guide shows minimum cpu/mem for the given user numbers. for example if we go with 3000 users the min spec shown is 32 core/160GB RAM.  When deploying HA for the MT nodes, does this mean I need 3 x 32 core/160GB, or just that min spec should be met across the available nodes like 4 x 12core/64GB and if one node goes down the min is still met.Thanks

Hello folks,Can anyone help with detailed steps or documentation to implement Single Sign-On (SSO) for IFS PSO (IFS10)?Our customer is already using ADFS-based SSO successfully with both IFS IEE and Aurena.They are now starting to use IFS PSO and would like to enable SSO for PSO as well, using the existing ADFS setup.If anyone has implemented this before, could you please share the implementation steps, configuration details, or any reference documents related to PSO SSO integration with ADFS?Thanks in advance for your help! 🙏

Hello Everyone,Can someone explain what is the benefit of below mentioned app param?ORACLE_MIXED_CASE_SEARCH_ENABLED 

We are bulk importing work order/work task for the purpose of historical data. These are completed orders that client wishes to load into the system for reference purpose. Is there a way/process to auto set the status of these imported orders to “WORK DONE”? 

Our customer has a  situation where engineers are unable to complete work tasks for various reasons, hence puts the task to incomplete with incomplete reason. Based on incomplete reason we would need a revisit on the same task and hence a new assignment is needed.If we do it from Mobile we have two options,Assign to me (which asks for preferred date and time) Needs to be plannedIdeally the requirement is let PSO decide when can it be replanned for based on the SLA. However problem here is, if we give the option of Needs to be planned, it creates a the new allocation but goes to unallocated as it becomes a co-requisite of the previous assignment (one which was incompleted) and thus cannot be scheduled by PSO anymore and also it will never go to the same technician even if technician has the available. And if we give assign to me, we need to give the preferred date and time and it goes to accepted status directly which is completely wrong.I’m looking for suggestions or best practices on

In Cloud 25R1, if I select a future period in Service Contract Invoice Plan Lines page and raise an invoice - the expectation is that the system raises only one invoice (CO) for the selected row. But instead, it raises invoice (CO) for ALL the previous, non-invoiced periods. See below:  As another scenario, if I select TWO records and generate the invoice - then it will ONLY raise an invoice (CO) for the selected two records and none for the previous periods. Struggling to understand this behaviour. TIA

Hi Experts,If I return a serial from a serial object(Service Object) and then try to reinstall the same using a request task, the option we had in work order functionality (Place serial in equipment structure) could not find. Is there a different way to perform this?. How can I again make the serial ‘In operation’? Anyone tried this or has any input please?Thank you,Roshan

Hi, We are setting up our base prices at site CRWUS. The customer agreement is valid for site 17713 On the request work task sales tab price source 58 is recognized but the agreed to price is not coming through.  Is this a fault with IFS?  Or does the functionality not exist when the base sales price site differs from the sales site, even though the agreement is valid for the sales site?  What are we missing?  Guidance would be appreciated

FSM's customer recently upgraded from 6U25 to 6U27. The environment is hosted on-premise.After the upgrade, the customer attempted to activate a mobile user. Upon entering the mobile user credentials, the process directed to the sync screen as usual. However, the activation process did not conclude and became stuck on the sync screen.During the investigation, we observed that the "person_mobile" record is created for the individual being activated.However, we found that the mobile database is not successfully being created on the FSM server for the user in question.Could you please share insights into possible causes for this issue? The database has not been properly created in the mobiledb folder 

Hi, Does the new MWO app exist on Android or iOS? I can see the new MWO app that’s compatible with Cloud and NGSM (Request) in the Windows store but can’t find this app on my phone. ThanksTom https://apps.microsoft.com/detail/9mtcnq350fj3?hl=en-GB&gl=US  

Is it possible to search on Service Groups in FSM beyond level A?We have our service regions in Org Service Group B in Place as shown below.However when you put the Org Service Group B field on the search pane on the Place screen and try to use it the dropdown displays a small black vertical line only as shown below. It should display the active Grp Level B values form the code table below.  What I did notice is tha if you place Org Service Group A on the search, the dropdown displays all active code values regardless of group level. So I can select “Scotland” for example, which is a Group B level however the search returns no results given the application is searching Org Service Group A for a value that is held in Org Service Group B  So it would appear that searching for anything other than level A is not supported - unless there is a workaround.I hope that makes sense.Thanks,Barry

HI ,Could you please advise on how to connect a PO with a service request in cloud.Many ThanksLK 

hiHow to delete the work clocking? I saw the delete button is available for some clockings but not for all. Ex. for task 8 below, the option does not come. 

Hello Experts, when the customer try to open the PSO web client: They get the following error400 Bad RequestRequest Header Or Cookie Too Large The users get the error every time they try to open the client, but using the browser in private mode prevents it from happening.Not all users are affected, unfortunately we do not see a pattern which users are affected and which are not.The PSO version is 6.9.0.25 and they are running on an on premise environment.Clearing the browser cache does not solve the issue. Any thoughts? or Any suggestions of approach?ThanksKalpa

Hello, Is anyone able to tell me why some resources are missing their assigned “Region” field when viewed in the Resources menu of the Scheduling workspace?Some are populated while others are not. I cannot find any differences in the creation or setup of these regions in the divisions menu.Thank you 

Hi Experts,Is there a way we can move a Commited activity scheduled in PSO? I created Task 1267 as shown below and its commited to an enginner. Then Created an urgent task here 1269 with high base value that the same enginner must do then set a dependacy as well so that this urgent Task should be executed first to the same engineer. But in PSO I can below message in the explanation and PSO here not moving this Commited task 1267 so that it can schedule 1269!Is there a way we can force PSO move this first activity? Thanks,KM

Hi, I am looking in 25R1 and I do not see the ability to print off the details of a Request - Work Task. Am I missing anything or is that functionality not there? Thanks,George.

Hello everyone,We have implemented a unified interface, CreateUpdateTask, which supports both insert and update operations. In certain scenarios, external systems may still retain old FSM Task IDs. When a task has already been archived, these systems might attempt to perform an update by submitting an XML request containing the archived task_id. The current behavior results in the creation of a new task record with the same task_id. This is undesirable, as the referenced task_id is no longer present in the active (live) schema. The expected behavior in this case is to reject the request and raise an error. Is it possible to enforce this validation strictly through configuration, rather than implementing custom logic? Except for that, the newly created task will not be archived since there is another task with the same keys in the archive tables.

Hi Experts,There is a requirement to create a new Row when user clicks on the ‘Restart’ button as below. I tried to achieve this using the below Client script code.  CurrentScheduleType, currentScheduleRule, currentTaskTemplateId, startDate and productID values were taken from different logics and they were working fine. But I am currently facing an issue with the product_pm_id. My assumption was this field should populate (as a next sequence) when executing the addRowToFormDataList function. But as you can see, it is not populating any field value for product_pm_id.  var newRow = { product_pm_id: '', pm_schedule_type: currentScheduleType, pm_schedule_rule: currentScheduleRule, task_template_id: currentTaskTemplateID, coverage_start_dt: startDate, product_id: productID }; addRowToFormDataList(dataList, newRow, true);Any suggestions are highly appreciated. Thanks,Hasara