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 planned
Ideally 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 how to handle this scenario more effectively, ensuring that we can schedule and manage reassignment for incomplete tasks smoothly.