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

NGSM Demystified has been updated to 24R2. As usual, headlines are tagged with “24R2🌟” for new capabilities, “24R2 ↗” for improved features, and “🖊” for new chapters on existing functionality. IFS Cloud newcomers will also find explanations of some common platform capabilities.If you find this document helpful, please consider leaving a 👍 LIKE. And ⭐ SUBSCRIBE to get updates.208 pages cover:Introduction to Next-Generation Service Management (NGSM) Request Management Bundle Tasks Request Contracts Warranties Service Organizations, Access Groups, and Resources SLA Management Activity Types Scheduling Activity Types Service Catalog and Standard Tasks Recurring Services Location data Availability Patterns Skills Miscellaneous Resource Allocations Brands, Object Families, and Models Service Object Structured Failure Management Service Notes Event Management Request Management Integration APIs Resource Management Integration APIs Appointment Booking Integration API Time Zone Management in

In 25R1 Service Management, when i create new Request quotation in Mobile for Services and add scope its show as ‘0’ price, but the same created data in Cloud shows the price details, any configuration i missed ? 

Hi,I have logged in FSM smart client as well as mobile, after initialization, I gave Logout from Person record and I’m getting the below exception on screen. How to fix the below error.  

Saving an empty value using ODATA API is not possible. It changes the task_status but doesn’t update the user_def1 to empty in the below example.URL : https://<fmsserver>/odata/task(12345)Method : Patch1st call (works fine)Body : {    "task_status": "HOLD",    "status_as_of": "2021-10-26T15:37:37.0047496",    "user_def1": "ENROUTE",    "modified_by": "USER1"} 2nd call (user_def1 is not set to blank)Body : {    "task_status": "ENROUTE",    "status_as_of": "2021-10-26T15:37:37.0047496",    "user_def1": "",    "modified_by": "USER1"}

Hi All,I am facing a problem with FSM6 +PSO. When I try to initialize the dataset on the FSM to synchronize with PSO, iam getting the following error: ProcessPerformRequest: matching perform definition method not found: FieldServiceComponent:Initialize Threesixty(system.string,).Note that before it was working normally.Anybody passed by such problem?  Thanks//

As per the Supported platforms documentation, the development tool set appears to have split compatibility.Developer Studio is only compatible with Windows 11 and the rest of the tool set is only compatible with Windows 10. Can you please confirm if we can install all the toolsets on a single desktop (either windows 10 or windows 11)https://docs.ifs.com/techdocs/25r1/080_supported_platforms/#development_and_installation_toolsDevelopment ToolsTools /Client Operating System /Server Operating System /IFS Support as of /Limitation /SolutionIFS Report Designer,IFS Update Analyzer,IFS Configuration Analyzer,IFS Report Data Source Extension                    / Windows 10 64-Bit Only / 2016,2019 / GA IFS Developer Studio                                            / Windows 11 21H2 64-Bit Only / 2016,2019 / GA 

Hi Team,We are facing an issue in the FSM application. In the Escalation tab under the Task screen, the 'Minutes Open' field is supposed to update and reflect the total ON HOLD duration once the escalation is completed.However, for some tasks, this value is not updating.To identify the cause of this issue, we checked the business rules and found one rule where the 'Minutes Open' value is being updated. When we executed the script through XML Poster, we identified a configuration issue at the database table level. It was throwing an error because the decimal value limit was being exceeded. find the XML query for your reference<perform_batch>  <sequential_dependent>    <hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">      <primary_table>escalation</primary_table>      <attrs>        <attr>escalation.esc_id</attr>        <attr>escalation.created_dttm</attr>        <attr>escalation.resolv

Hi all,after plenty of reading and no direct solution I need to ask.How can I write Plan Travel fields (Customer requires Plan Travel Start and Plan Travel End) to IFS Cloud on to the Scheduling Allocation page.Idea was to setup a workflow and fetch those fields, but there is no proper connection handling to PSO in place in Cloud 25R1.Question, is there any documentation available to get PSO authorizied to Cloud? Only found an example to Okta. Found nothing for IFS_scheduling IAM though and haven’t seen ny further solution than User/Password here.Tested in Postman and everything works well here. Only issue there is no straight forward connection to PSO available in Cloud workflows. Topic PSO to IFS Cloud miles  isn’t the desired solution as it is only meant for lobbies.  Any idea how to handle custom queries to PSO easier? ThanksMarco

Please could I request access to the latest download of PSO 6.15.0.75 I think

Dears,Please suggest if FSM6 and PSO can be migrated from Windows VMs to Cloud platforms like AWS or Alibaba or any other specific cloud platform?Thanks in advance

Hi,Currently we are facing an issue, we are creating tasks in FSM but that is not flown to PSO. We have the app param ENABLE_TASK_RESOURCES set to Y but still tasks are not going to PSO. What needs to be checked here to fix this issue.

Hi, I’m running 25R1 and getting an error message when trying to add a material line on a Request Work Task with the Supply Code Project Inventory - it seems to be doing a check for a Work Order - which is wrong because there is no Work Order in NGSM - is this a known bug?  

Hi, Please help me understand why the system is behaving like this. Raise a No Part Material Line on a Released Request Task: Quantities:  I process the Pur Req and Release it and then convert it into a Purchase Order.Purchase Order is Released and Receipt command was actioned against the No Part Purchase Order Line - Closing the Purchase Order. As below: However, back on the Request Task Material Tab: my Consumed Quantity is now sitting at 1 and i also have the command button available to Issue Manually. See below: When clicking on the Issue Manually button I can see that there’s “1 Item Remaining” I can’t issue because it’s a No Part. I click OK after this (nothing happens)I  try to Close the Material Line but I’m met with a warning message re. not having issued the required materials.   There’s nothing to issue with a No Part Purchase so why is this warning message appearing when I’m trying to close the Line?  ThanksTom

Can I get the IFS IOT based EAM with FSM & PSO solution - KPI, Out-of-Box Dashboard & Reports. 

Hi,We are going from 23R2 to 24R2, and have a customisation in RESOURCE_SHIFT_PLAN_UTIL_API, specifically in the procedure Get_Resources_By_Dataset___ which appears to have been removed in later releases. Is anyone able to shed some light on the transition path for this and what it has been replaced with? Any help would be much appreciated!Thanks

Hi I have a potential customer within renovation and waste. They are requesting a demo of IFS possibilities  within route planning. I am planning on showing all the great functionality within IFS and PSO. But they have some specific requirements in regards to the route optimization, which I do not think PSO can handle. Do any of you have any experience with these sort of customers and if so, what kind of systems do they use for their route planning? These are examples of their input:Predict when the car is full and needs to visit the unloading place Specific zones within the city where we can not drive or are not allowed in a specific time interval Consider stop signs etc. within the city in the route planning Get a full route navigation considering all jobs that day. 

Hi,When testing the connection in IFS Cloud (24R2) to PSO (24R2), it keeps failing. Upon initial configuration, the following error appeared.  “Failed to connect to IFS Optimization server account Default. Error message was: 403 - Forbidden. The user IFSSCHEDULING and the parameters OpenIdAuthority, OpenIdClientId, UserNameClaim may need to be set up manually. Do you want to continue?” I’ve reviewed other community posts that had similar errors and they were able to resolve it by whitelising the IP addresses.  I’ve checked with the customer and they said that the environments are running on the same server and able to ping each other successfully.  Are there any other issues during setup that can cause this error? In PSO, the parameters are blank.  

I have a customer who is getting the below message and their non prod environment is unusable. Would they need to reach out to MS as this is a Microsoft exception? Category: Microsoft.AspNetCore.Antiforgery.DefaultAntiforgeryEventId: 7SpanId: 0309bd647ee93dbbTraceId: 4cefed6e1e4819386f968508f75281dcParentId: 0000000000000000RequestId: 8000006e-0001-c000-b63f-84710c7967bbRequestPath: /FSMCRP/WebClient/ActionId: 409bced6-9d2e-4714-9d82-c18a59db81bcActionName: FSM.WebClient.Server.Controllers.HomeController.Index (FSM.WebClient)An exception was thrown while deserializing the token.Exception: Microsoft.AspNetCore.Antiforgery.AntiforgeryValidationException: The antiforgery token could not be decrypted. ---> System.Security.Cryptography.CryptographicException: The key {accf16bb-cd1f-4afc-ad53-f12920cef1ca} was not found in the key ring. For more information go to http://aka.ms/dataprotectionwarning   at Microsoft.AspNetCore.DataProtection.KeyManagement.KeyRingBasedDataProtector.UnprotectC

In Cloud I can define a Calendar with Exceptions for public Holidays. This can be used to define that a Customer does not get service on a public Holiday.But when I am using Shift Patterns to define resource working time, is there a way to define public holidays?Even when there is a Calendar defined for the resource as well as the Shift Pattern, the calendar and Calendar exceptions do not appear to have any impact on the Resource Availability generated from the Shift Patterns for the Resource.Note: this is using Shift Patters not HCM based shifts

What is use of Request and Adjust Travel plan and how it worksI found this details in the IFS help but it did not elaborate the action it will perform incase of multiple activities with same  Start time Manual Travel PlanExplanationWhen the automatic scheduling is not supported, this feature will become handy for the dispatcher to determine the travel duration comes along with each allocation calculated based on the location of each allocation and shift start and end location of each resources for the day. In the Dispatch Console Gantt, upon a selection of any allocation Travel Plan command will be available on top of the gantt, which is grouped by following 3 commands.Dotted lines around the activity will help to identify if there is any overlap among the tasks. Tooltip and card will also be available on Travel bar to visualize the start and end time of the travel along with its duration.Request Travel PlanThis will request the travel plan for the particular activity. Once received th

I am needing help identifying which permission controls the lasso (Select Order Group) function on the Map.  

Hi,I am aiming to show message in alert box like this:  I have tried to use code like this: var resultTasks = getDBValues('C_GET_OPEN_PROD_PM_SCHED_TASK', [productId, productPmId]); if (size(resultTasks)>0) { // NR > 0 -- message to close/cancel the open task message = message + getMessage('cPleaseCloseTask' , 'Information'); message = message + "\n"; message = message + getMessage('cBeforeChangeVCF', 'Information'); message = message + "\n" + "\n"; message = message + getMessage('RequestId' , 'Label'); message = message + "\t" ; message = message + getMessage('TaskId' , 'Label'); message = message + "\t" ; message = message + getMessage('TaskStatus' , 'Label'); message = message + "\n"; for (i = 0; i<size(resultTasks); ++i) { var resultTask = resultTasks[i]; line = line + resultTask.request_id; line = line + "\t"; line = line + resultTask.task_id; line = line + "\t"; line = line + resultTask.task_status;

Hi everyone, We’re encountering a persistent issue with how Private Activities (PAs) are handled in PSO, and we’d appreciate any insights or suggestions.Use Case:Like most, we use Private Activities to indicate when a technician is unavailable. Up until the day of the appointment, everything looks fine—tasks are scheduled around the PA within their respective SLA windows.The Problem:On the day of service, when PSO assigns work early in the morning, it appears to ignore the SLA windows. Instead, it schedules all tasks to begin after the Private Activity ends, leaving the earlier part of the day empty—even if the tasks were originally meant to occur before the PA.I believe we see the same issue with fixed assignments as well under certain scenarios. Example Scenario:A technician has jobs from 8:00 AM to 1:00 PM (let say 4 one hour tasks), and a PA from 2:00 PM to 4:00 PM with his work day ending at 5pm Instead of correctly scheduling the tasks before 2:00 PM, PSO stacks them all after 4:

Hi Community,I'm currently configuring workflows in the Technician Portal and have noticed that the Service filter in the Workflow Configuration doesn't seem to be applied. Even when I set the filter to apply to specific services, the workflow is  triggered  for all the servicesIs this expected behavior, or am I missing something in the configuration?Would appreciate any insights or guidance on how the Service filter is supposed to work in this context.Thanks in advance!

Hi, Does anyone know why we connect a report code when creating an invoicing plan from project Milestone? Report codes are usually Time, Cost and Material. Using invoicing plan we are recognizing revenue. So how these two connected? Thanks in advance.Uththara