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we have a scenario where we promise the customer that we will conduct the workorder between to specific dates. The customer is fine but just defines the time window between 2pm and 6pm on any of the days within the promised range. Is there any possibility to convince RSO to preferably schedule in the preferred time window?
In my experience if any promised dates are defined anything else is ignored. Bug or feature?
Check here docs.microsoft.com/.../rso-configuration
about how RSO respect promised window
There is no way to “customize” RSO to use any factors other than what’s provided. If you feel this would be a valid use case then my suggestion is to log it as an idea. Let me know if you need the link.
As far as I remember RSO also does respect the Date Window Start/End.
The Time To Promised/Time From Promised always take precedence over the other fields, if they are filled.
So if you're filling in only Date Window Start/Date Window End combined with Time Window Start / Time Window End than RSO should respect both, if Time To Promised/Time From Promised is not filled in. For each of the days in your date span it would try to schedule within the hours of your time span.
Is it that what you're looking for?
(Also keep in mind that it always targets at the arrival time of the Technician on site and not that the whole work lays within the time span.)
I believe, RSO looks at data from either in From & To Date OR Time Window Start & End OR Time From Promised & To. And Time From Promised & To requires a specific date not a date range. Correct me if i'm wrong Feifei.
"If Time From Promised and Time To Promised are set as shown in the following example, it indicates you want RSO to schedule a booking between 4 AM and 8 AM on 5/24/2018. It has to be a specific date and specific time range."
I'm not sure/forgot whether RSO considers both if Date Window Start & End and Time Window Start & End are filled. It's not mentioned in Microsoft documentation. Feifei can confirm this. Sorry, sharing my experience from one of my first CFS, RSO projects 2 years back, and I didn't use Date Window Start/End. RSO has evolved a lot since then.
Assuming automation requirement in this scenario, on the WO, store Date Range & Time Range on the Time From Promised & To fields. This data is passed to Requirements entity by default, have an update plugin on requirement creation, to update the date info alone (to current date) in Time From Promised & To fields. RSO will create bookings for the same date within time range.
Additionally read about "Locked bookings: Scheduling Lock Option - Time Range" feature mentioned in the link shared by Feifei. So created booking's Time Range is respected, but not date. In case, if the booking is not accepted by your resource, so RSO can reschedule to next day or same day within time range.
If date range is not very important, then RSO can easily handle this, just supply time information to the Time Window Start & End on WO/Requirement. You can even automate this by storing the Service Account working hours on Account record so WO can fetch it via WF.
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