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Idea

    [Not Planned] Change in time slot when we drag and drop any...
    Idea posted June 16, 2017 by Vivek KumarExplorer, last edited June 19, 2017 by Mike WierzbowskiWhiz, tagged Field Service 
    51 Views, 1 Comment
    Title:
    [Not Planned] Change in time slot when we drag and drop any Activity
    User Story / Description:

    Dear All,

    Currently if I drag and drop any activity from one technician route to another or if I drag and drop the activity for the same technician to a different time then the time slot field is not changed. Ideally it should automatically change its value to the current time slot it is placed to. The work around for this is to change the time slot manually.

    With the flexibility and automation OFSC provides, this functionality of automatic updation of Time Slot should be in place.

    Regards,

    Vivek Kumar

    Comment

     

    • Mike Wierzbowski

      Hi Vivek,

      Thanks for sharing your idea with the Idea Lab.

      The time-slot does not change automatically because the backoffice system (i.e CRM) is the master of this information.  This allows Oracle Field Service Cloud users to see if an activity is being placed into jeopardy (missing window/late arrival) and it allows systems in synch.  For example - If a call center agent makes a 10-12 arrival commitment to the customer, that should remain unless the customer is contacted and agrees to a new arrival time at which time the time-slot can be changed so an update can be made to the activity.  If a dispatcher moves the 10-12 activity to later time in the day in Oracle Field Service Cloud, the system should alert them that they are putting the activity in a jeopardy situation. This is why the time-slot is not automatically changed. 

      Our recommendation is to make any time-slot changes in the backoffice system(s), the integration will send an update where the change will be made in Oracle Field Service Cloud or the user can update the time-slot manually in Oracle Field Service Cloud. We would also recommend that any changes are communicated to customers. 

      Thanks again for taking the time to share your feedback.

      Regards,

      Oracle Field Service Cloud Product Management Team