Activities are not sent to mobile from DC

Hello Laurence,

we are running 15.4 and on SU12, we are  not using Dispatch Console but a customised Activity Tracking module to re-assign and dispatch. Most of the time this is all working well, but when many orders are dispatched we have the same issue that you report for some orders: dispatched but not sent to device (as they should). When doing manually from individual order (re-dispatch) it works well.

We reported to IFS, but no root cause found yet

regards, Bart 

Hi Laurence,
Are you able to replicate the issue in UAT or DEV (if you use the same user/order combination?)  Or does this only happen in the PROD environment?  Are UAT & PROD running on the same versions of Alliance?  Are there any errors in the log files for the order on the initial dispatch?  (LOCK_OPTIMISTIC or anything along those lines?)  If the same user tries assigning the activity initially from the Service Order module directly, does the dispatch work from there?
Thanks,
Reid

Hi Reid,

Yes, the same trouble occures as well on the dev environment, running the same version : V15.4 SU7.

I can’t see any lock or error. This is for all dispatchers from the DC, for all technicians. 

If the same dispatcher tries to dispatch the activity from the service order module, yes, the dispatch works from there.

A workaround they found is to reschedule the activity at a different time from the DC, but this is not viable as they have to dot his for all activities.

Hi Laurence,
If you can replicate the issue on other environments then it’s probably a bug that has been fixed since SU7 was released.  Do you have a QA environment spun up?  Can you try upgrading that to SU13 and see if it resolves the issue?  (then promote that to DEV/UAT/PROD)
Thanks,
Reid

We will be doing this very shortly, as SU13 is currently being tested by this customer