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

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 w

Hi, We have an issue where by if we update an attachment (i.e. update the actual physical file, a .pdf in our case) then there seems to be no way to sync that back to the mobile device. Even reinitialising the app does not work (it appears to download all the files again, but the old one seems to persist).  Is there anyway to fix this without creating another version of the attachment? or reinstalling the app? Regards,Martin

Ignored Faile Transaction -----ACSTARTLATERTHANACFINISH: Assignment Start/Work Start cannot be later than Assignment Finish/Work Finish. 1)Completed work order in mobile.2)Work Assignment stuck in Work Started status not moving to work done status.3)Transferred to mobile column is NO.3)This work task is showing up in Ignored Failed Transactions.4)Under the Planning Schedule section,  Actual Finish column value is updated .​​​​​​​Unable to change the work assignment status to Work Done in IFS because of the following error-→ It is not allowed to change the status when the work assignment is downloaded to a mobile.  Solutions or suggestions would be greatly appreciated.Thanks.

Hi, My customer is experiencing this problem where in the my work l → Assignment details, they are seeing Pickup task information instead of Request task information.This is how the UI used to be  Now they are seeing pickup task information.Any idea how this can be resolved?checked in MAUI app and classic app both.

Hi All,Facing an issue with allocation/commitment,  activity was committed  at 4  AM but resource shift will start 08AM  and end at 4 PM for entire week  but how activity  got allocated at early Moring before shift time .  ex: SLA of the activity was 09/09/2026-11:54 PM  end  SLA- 06/10/2026-12 PM when i see in PSO task was committed at 4 AM today (06/10/26) actually  without shift timings PSO should not allocate and commit but how this was  committed? we  defined commit rules and  Time Before Shift Start  to 4 hrs. will  pso allow to commit task  before shift time  due to  time before shift value? can please suggest how we can stop allocation/commitment before shift time?  

Hi All,Facing an issue with allocation/commitment,  activity was committed  at 4  AM but resource shift will start 08AM  and end at 4 PM for entire week  but how activity  got allocated at early Moring before shift time .  ex: SLA of the activity was 09/09/2026-11:54 PM  end  SLA- 06/10/2026-12 PM when i see in PSO task was committed at 4 AM today (06/10/26) actually  without shift timings PSO should not allocate and commit but how this was  committed? we  defined commit rules and  Time Before Shift Start  to 4 hrs. will  pso allow to commit task  before shift time  due to  time before shift value? can please suggest how we can stop allocation/commitment before shift time?  

We are having an issue with a service request invoicing.  The issue occurs when we issue the material line, then unissue the material line as the component was not needed nor used.On material issue a sales line is created.On material unissue the sales line is not removed, a negative sales line is added.The issue is at time of invoicing, the system is attempting to invoice a $0 amount and stopping the process from moving forward. Wondering if we are missing something obvious, or if this is a bug? Screenshots below    

Hello, Is it correct that nothing appears if I click on ‘Travel Details’? Is there some parameter to be set?In addition: Using Google Maps distance between activity is: I’m using HTM, but I think something is wrong. Could someone Help Me?

How can one configure scheduled service contract batch job to process only today’s invoices — without including past ones — and without customizing the code?The current parameter processes both current and past invoices.Thank you in advance 

Hello everyone,we have a customer using PSO Standalone (version 6.16.0.71).Orders are created in an external source system and then transferred to PSO via an interface.Requirement:Some orders are created once (e.g., for a full month), but need to be executed daily for a short duration (e.g., 10 minutes).We are currently using Dynamic Scheduling.In Cyclic Scheduling, we noticed that activities can be defined as “Repeatable”, which is exactly the type of functionality we would need in Dynamic Scheduling.However, we are facing the following limitations:Activities in Cyclic Scheduling are not flexible to adjust or modify Dynamic Scheduling does not provide an equivalent standard feature for recurring activitiesQuestion:Has anyone implemented a similar scenario?Is there a recommended approach or best practice to

Good morning, The technicians' shifts are generally 5/7 from 7 am to 5 pm.However, every week, some technicians have a shift composed of standard shift + on-call-On-call: (from 00.00 to 7.00) + (from 17.00 to 00.00) (Monday/Friday)-On- call: Saturday and Sunday: on-call (00.00 to 00.00).Shifts must be split up and separated from standard shifts, while during on-call hours tasks can only be assigned manually. (MANUAL_SCHEDULING_ONLY)How can I manage this in PSO, as I have visibility of the shifts in DC/PSO? My understanding is that the on-call=yes function does not allow me to do this and I thought I could handle this by creating shift deviations. Doing this for each resource once a week seems very time-consuming and not very smart.Is there a better and faster way? Is it a correct way?

I have created a Service Request and trying to process where material will be delivered direct to the WO/customer site, direct from the supplier.I have an address on the task and can set the Supply code to “Purchase Order” , but I cannot se in either the work Task or Material Request a field “Delivery Method” or any other field with “Delivery” in it to tell the PO to send direct to the customer.I have looked at this and various other link to no avail.https://docs.ifs.com/ifsclouddocs/25r2/lang/en/RequestManagement/AboutMaterialPreparation.htm 

Issue Description:In our organization's PSO environment, we have a large amount of technicians with diverse shift types, where each engineer may have their unique shift pattern. Due to the dynamic nature of schedules, frequent modifications or creation of new shifts lead to operational challenges.Current Challenge:The issue arises when we need to adjust an individual's shift without altering the entire template. For instance, we may need to change an engineer's Wednesday shift for a single day to a different Category and apply a specific Rule Collection for that specific day. However, we observe limitations in applying a single-day shift change within the Advance Resource Planner.Query:Is it possible to modify an individual's shift within the PSO Workbench to change the Shift Category and incorporate a Rule Collection for a distinct day, without applying a template for that day's shift? While we un

Want to understand when we will see the next “Due Next” Date in the RSP overview. We have completed the request tied to 5/28/2026, and expect the next due next date in the overview to be 10/1/2026.   In the overview for RSPs the Due Next date appears as 5/28/2026 even though the request is close.When will 10/1/2026 appear as the next due next date?  Please advise.Thank you,Ed 

We are encountering an issue in our Installation Report workflow related to the picture capture sequence within the associated surveys. Below are the details:Surveys Involved: 857 — Installation data capture with initial pictures 858 — Contains the “More Equipment?” question after picture capture 316 — Additional picture capture survey triggered when required Issue Description:As per the expected behavior: The system should allow the user to capture 4 pictures in Survey 857 Then prompt the user via Survey 858 asking if they want to capture 4 more pictures If the user selects Yes, Survey 316 should start for the next set of 4 pictures If the user selects No, the survey should end Current Observed Behavior:We have configured the Next Survey field in the answer options as follows:

NGSM Demystified  describes changes and additional capabilities related to Service Management (NGSM) in IFS Cloud 25R2. People with experience in 25R1 should focus on chapters marked with 25R2☀️ and 25R2↗️.Chapters with 🖋️ provide new or additional details for features that were already available in previous releases.To clearly point out where something can be found in the application, navigation paths are now highlighted with 📁 path to page.Features that rely on AI are marked with ✨.IFS Cloud newcomers will also find explanations of some common platform capabilities. If you find this document helpful, please consider leaving a 

Hello, We are experiencing an issue related to PSO manual changes (drag & drop rescheduling in the PSO gantt).We are on 6.14.0.27 as of Saturday Feb 01 2025.What we are seeing is as follows:A user will drag the activity to a new location (either same resource, different time or a different resource & different time)  Then when the activity is “dropped” (manual change initiated), the manual changes side bar / pop out box will be opened However, the “Validate and Apply Changes” & “Apply Changes” & “Validate” buttons will be greyed out., The option is Cancel This is the case with Preview Changes applied or not applied The target (updated) date & time field will be reflected in the manual changes box, but PSO is not detecting that changes have been made If the user then makes a subsequent change to any field in any of the fields in the manual changes side bar / pop out window or drag

Hello dear readers, users of Astea.We have a query around behaviour of version 15.1. Have you seen/experienced the same? we have an active contract with a contract line (installed item) that has PM cycle and it has 3 visits per year, every 4 months we have created a quotation for the same installed item, including a change to the PM cycle to have 2 visits per year, every 6 months the issue we see is that, even before the quote is activated, the 3rd visit on the existing contract is removedregards,Bart van den Hurk / ASSA ABLOY 

As part of our regression testing we are validating API's, FSM, PSO, and Mobility. Can you suggest the best tool to automate Mobility, for automation testing to develop regression suite altogether for API's, FSM, PSO and Mobility.Product Version: FSM 6 Update 32, Android Studio Meerkat | 2024.3.1Business Impact: We were not able to perform automation testing for mobility.

Hi dears,I have solution IFS Cloud+PSO with 3 datasets. Today i did some changes for some resource skill, when i do try to send Full Load , i couldnt see the load audit file on the PSO. After that i did deactivate/activate the dataset on the IFS Cloud, the scheduling dataset got status expired on the PSO.Any idea how i can solve it? Thanks.

In 24R2, PSO/Work Task/Scheduling Information, if we make changes for fixed resource and fixed date & Time. need to know who has done the changes ?

Hi all, when having one Request with multiple Request Scopes, it is only possible in the Cost and Sales view to display one Request Scope at a time. Even if more than one Scope is selected, only the first one selected is displayed in the Sales and Cost Lines. This makes it very cumbersome to create an invoice, as all individual sales lines need to be included/excluded and the Cost Lines need to be approved. In the Work Task Sales and Work Task Transactions this can be done in one go (more or less).Is there a way to do that, implement it in the Request - Cost and Sales view?  

Hi all, I am looking to try to understand the relationship between the due date, planned start and finish dates.   The system seems to be set up in a way that the Planned start date matches the due date, then adds the task duration to create the planned finish date.   This seems counterintuitive; to me, the due date is the target completion date and time.   For example, if a task is planned to take 7 days to complete, the system is then set up to plan to complete the task a week after it is due.  To me, the planned start should be the due date minus the expected task duration - So in the above example, the planned start would be set 7 days earlier than the due date, ensuring the task is completed on the due date, not after.  Anything with a fixed validity period or something that is certificated - say, lifting equipment or a pressure relief valve cannot be left in service beyond the certification date (which should be the due date?)  - so for efficient operations,

 The Service Management Demystified Trilogy has been updated to 25R2. This is your one-stop shop for:Next-Generation Service Management (a.k.a. Request Management) all-up Scheduling (both Dispatch Console and PSO) for Requests and Work Orders