Duplicate booking records when booking from schedule board

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Posted on by Palani

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Hello experts,

We are facing an issue in our Production environment where for a specific user-type resource, when we try to book a work order, sometimes it is creating 3 booking records with different durations, example 8, 6 and 4 hours on the same day. This issue does not occur all the time, but we have noticed it only a few times.

I tried to check various configuration related to the Resource including Work Hours, the Resource Requirements etc. but I am unable to find the cause of this. Only this user resource is having this issue and regardless of which dispatcher creates a booking, this issue seems to occur for this resource.

Any help on this issue is much appreciated. Thanks in advance.

Regards,

Palani

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Thomas David Dayman 11,323 on at

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Just double check you dont have any custom code, workflows or flows that could be doing this?

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Palani 196 on at

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Hi Thomas,

Thanks for your response. I did check that there is no custom code that is doing this. I noticed one behavior where if I turn off the Capacity toggle on the work hours (bookable resource) for a particular day and try to create a booking for that day, it is creating just one booking record which is the expected result. For days where this Capacity is not turned off, it is creating more than 1 record.

This Capacity field is turned on for all other users as well, but they are not facing the issue.

Regards,

Palani K.B.

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Ali Khan 1,380 on at

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Hey Palani, just to rehash my understanding: this issue is happening with only 1 resource, disappears with Capacity is turned off. Rest of the resources are working regardless capacity is on or off?

That one resource's type is user or crew?

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Palani 196 on at

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Hi Ali,

The resource type is User. Your understanding is correct for the remaining.

Regards,

Palani K.B.

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Ali Khan 1,380 on at

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It is very strange if this issue is happening with only one record, which is no different to others that are working fine. I would suggest comparing all the fields of this problematic resource record with the one working fine, checking any background process and if all else fails, opening a ticket with support.

Cheers

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Palani 196 on at

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Hi Ali,

Thanks for your response. We were able to figure out the issue.

The Work Hours configuration for this particular resource had more than one recurring work hours set up which was causing duplicate booking records to be created. Since the start time of the recurring work hours were same, they were on top of each other and could not be easily identified visually.

After deleting all recurring work hour configuration and add a new one, the issue of duplicate booking records got resolved.

Regards,

Palani K.B.

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Ali Khan 1,380 on at

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Interesting. Glad you figured it out.

Cheers

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VinayN on at

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Yes, when multiple overlapping recurring working hours are defined one on top of other, you would run in to these scenarios, you can always try to delete all existing work hours and then create work hours , will fix this type of issues in future.

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