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Idea

    Expand Move Function outside of the USA
    Idea posted January 26, 2016 by Pete CoonertyExplorer, last edited January 27, 2016 by eleepHero, tagged Field Service 
    104 Views, 7 Comments
    Title:
    Expand Move Function outside of the USA
    User Story / Description:

    We have recently purchased Oracle Field Services to use in our break/fix enviroemnt.

    When the system was being demonstrated to us, one function that we liked was the 'Move' function.

    This function enables you to click on a job and OFS recomends the best engineer to go to the job in terms of location and trained state. It does not take capicity into account.

    In a break fix enviroment this is important as a Service Work Controller is often getting requests where they need to get someone to a job ASAP, regardless of the service level enviroment.  Examples of this are when a print shop may have a deadline, a customer who has a poor service history so you want to provide them with improved service, or an escalation from a manager.

    The capability is in OFS to do this, however we are advised it is only available using USA post codes.  I think this function should be available to all users of OFS.  Without it the service work controllers are back to doing things manually.  The idea of a system such as OFS is to take as much of the manual work away from the service work controllers, and have OFS do that work.

    From a perspective of a service work controller in a break fix enviroemnt, I will lose a lot of the functionality I was excited about by not being able to use the 'dynamic' movve function.

    Serious consideration needs to be given to rolling this function out to all users of OFS, regardless of location.  If not then it really should not be demonstrated to prospective clients, and also they should not be shown how to use it when attending overview training provided by Oracle.

    Comment

     

    • Pete Coonerty

      Hello,

      I would just like to add that we are still not using OFSC in production due to a variety issues. Some relate to our internal issues, and some as a result of Oracle.

      If this move function was available outside of the USA, every dispatcher in Fuji Xerox would be using this in Production and it would be of great value to our business (and I am sure other businesses outside of the USA.

      Given all companies are using the same version of OFSC, I find it difficult to understand why this functionality can't be used outside of the USA.

      I have raised this directly with Irad Carmi at a recent Oracle event in Melbourne.

      Given that routing can be set to run via post code (as opposed to street level etc.) I am not understanding why the move function can't be used outside of the USA to see who the closest resource is to a specific job.

      Appreciate your time in reading this.

      Regards

      Pete

    • Pete Coonerty

      Hi Oracle - Was there a response on this one?  It would be a fundamental improvement in the system.  The technology already exists in OFSC.

    • Zsolt Tolgyesi

      Hi Pete,

      We are far from USA and still able to use this function (I mean the Move function sort possible technicians in the best order, got closer activities, have skills and WZ and so on). If you aren't tried to look for the solution in SR, then I propose to do this.

      Regards,
      Zsolt

    • Pete Coonerty

      Hi Zsolt,

      Thank you for this (yep, sorting technicians into the best order for those urgent requests that come through).  We tried to get it working for a long time and it didn't work.  The result of the SR was it was only available in the USA.  I attended a conference last year where Product Development were in attendance, and they said the same thing.  I am now going to go back to them (will start with our CSM). Thank you for this, it is a great tool if we can get it to work.

      Regards

      Pete

    • Pete Coonerty

      FYI.  This is how the move function looks for me.  It just lists the technicians in alphabetical order, going by their Christina name/Work Zone they live in.

       

       

      Move.PNG (10KB)
    • Zsolt Tolgyesi

      Hi Pete,

      Maybe we are speaking about a different thing. In my scenario the routing start first, technicians have at least some activities and I get a new activity which is need to manually assigned to someone with the Move function. If I try to use the Move function with empty technicians, maybe I will get the same screen as you provide.

      Regards,
      Zsolt

    • Pete Coonerty

      Hi Zsolt,

       

      Thank you.

      I figured out that with the example I provided, no engineer had a started activity.  When I try when engineers have a started activity, the results are different, but still don't appear to be very accurate.  I have also escalated to our CSM.

      Thanks

      Pete