Skip to main content

Issue: In mobile we have our technicians updating the work status from off shift to on shift. Every now and then PSO doesn’t show this event log of going on shift and a task or activity doesn’t get assigned to the specialist.

This creates downtime as they have to call in, customer is getting serviced in a timely manner, and there are reporting concerns with having to go off shift and back on, plus the overhead for pso to recalculate anything as it clears their board as they go off shift.

We can see the change in FSM too as we have it being recorded on their person record (person_event).

I have looked in PSO using Audits, but I am unfamiliar with the schedule_event, event type id, such as RO or BF. 

Questions:
1) How should I be using the Audit screen to look for this change in work status?
2) Is there something else, such as looking directly at the FSM or PSO tables?

3) Exactly how do I need (i.e., specific stesp) to find whether or not PSO has the change in shift?

​​​​​4) Has this issue been reported before? Is this a bug within PSO?

 

In the example below the one I am referring to is the one in the middle. I adjusted the schedule time and it never showed the log on event. 

 

 

Hi,

The ‘RO’ event is the log on event, while the ‘BF’ event is a ‘break off’ event, which is used to say the resource has completed a break. 

From the audit trail shown above it appears that the RO and BF events have been sent with the same id. Assuming that the BF event was sent later, this means that the BF event will overwrite the logon event, which would explain why the resource logon isn’t appearing. So this looks like an issue with the ids being used for schedule events in the input data (i.e. an issue in the FSM integration). 

Thanks,

Paul

Reply


Terms & ConditionsCookie settings