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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / RSO can't split re...
Service | Customer Service, Contact Center, Fie...
Answered

RSO can't split requirements into multiple bookings?

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Posted on by Tinnitus 20

Hi everyone,

I'm trying to use RSO for work orders that have an accumulated working hours total of more than 8,5 hours. So higher than the total of hours in a normal workhours template.

My normal workhours are from 7:30 - 12:00 and 13:00 - 17:00. So a block of 4,5h and a block of 4 hours.

I have run into two problems:

1. If a requirement based on the service tasks hours is longer than a day it won't be scheduled by RSO.

2. If a requirement based on the service tasks hours is longer than one of the blocks (4h or 4,5h)it won't be scheduled by RSO.

The only hint/mention of this within the Microsoft Documentation is here (FAQ and troubleshooting tips for resource scheduling optimization in Dynamics 365 Field Service | Microsoft Docs)

"Resource scheduling optimization does not currently support splitting a requirement into multiple bookings."

Is this really the case? RSO can't split requirements automatically? Or is it an issue of those requirements are generated from a work order with service tasks or if the requirements are entered as a direct resource requirement?

Thanks in advance & best regards

Mario

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  • Verified answer
    Al Iggs Profile Picture
    Al Iggs on at

    Re #1, RSO was not designed to handle resource requirements that take longer than a day. Splitting a long-running requirement into sub-requirements would be hard to achieve, as every customer has different detailed requirements. This is not specific to work orders - in your case you have to break down the long-running resource requirement prior to running RSO.

    Re #2, that's also correct. If 12:00-13:00 is a flexible lunch break, one workaround is to use locked booking with a window from e.g. 11:00 to 14:00. Apart from that RSO is rather strict - if you need 6 hours, RSO will need to find a single slot of at least 6 hours.

    Can you explain your overarching use case? Maybe there is a different approach.

  • Tinnitus Profile Picture
    Tinnitus 20 on at

    Hi Alexander,

    Thanks for your reply. I was really expecting that RSO can handle this and it was a configuration issue.

    My use-case is as follows:

    A company has multiple technicians who have to be schedule to install electrical cables. These installations sometimes take more than a day and definitely more than 4/4.5h a piece.

    What I want to achieve is that when generating a work order the user adds service tasks (for example 2h of transport, 1h of travelling, 5h of cable installation) and then RSO sets up the booking for the right resources (restrictions come in form of resource skills/certifications). Also this should be all within one work order / resource requirement and the break should be respected as well.

    My easiest go to would be: Total of Service Task Duration = 8h, therefore start at 7:30. Break from 12 to 13 and then starting from 13:00 again till 16:30.

    Basically the whole planning should be automised. That's the biggest pain point.

    Or is it really going to be the way that the users, while creating the work orders and adding the service tasks, need to be aware that the total shouldn't be more than 4h?

  • Verified answer
    Al Iggs Profile Picture
    Al Iggs on at

    If it's the same resource, one requirement of 8 hours would work, the lunch break would be a problem. If it's different resources, you need to break it down anyway to cater for required skills.

    What you could do is break the 8 hours down into 3 requirements that are linked to one another with requirement dependencies (see docs). Unfortunately this is currently limited to same day, same resource, could however take flexible breaks into consideration, but needs to be within one day.

  • Tinnitus Profile Picture
    Tinnitus 20 on at

    Thanks again Alexander, I'll have a look into the requirement dependencies and will try to get my customer to accept that the manual work needs to be done in extreme situations. I'll also try to work with the workhours template and remove the break. It might be that then the electricians will simply make the break on their own but this way at least 8,5h a day is in an uninterrupted block.

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