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ReportWhen a work order is created and service tasks are added the duration is not calculated on the resource requirements record.
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When a work order is created and service tasks are added the duration is not calculated on the resource requirements record.
Hi alugo423,
Do you resolved your problem ? Because I have exactly the same : The duration (msdyn_duration) is doubling when the Requirement of the Work Order was created"
Hi alugo423,
How are you adding the Primary Incident Type? When creating the Work Order or when updating the Work Order?
Has the above issue been resolved? While I'm not seeing the "doubling" issue, I am not seeing the the Duration field on the Resource Requirement getting populated at all. The Work Order Incident Estimated Duration field on the Work Order is populated but nothing is being mapped to the corresponding Resource Requirement except for the Work order ID. This is causing all all Bookings to be defaulted to 30 minutes on the Schedule Board.
Good morning Mira,
This is a timely ask. We noticed the behavior you're reporting a number of months ago and raised a work item to fix it. Depending on the version where you're observing this, you are likely correct. Previously, duration was calculated based on the associated WO Incidents' durations (and didn't consider WO Service Tasks which were not part of an Incident).
Our expectation is that the duration be the aggregate of the duration of all WO Incidents plus the duration of all WO Service Tasks which are not related to a WO Incident.
Interestingly (and extremely unfortunately) the "doubling bug" was introduced when this fix was shipped and slipped through during testing. The duration calculation didn't check whether the WOST was part of a WOI (which meant it would be counted twice, effectively - once in the WO Incdent's duration and once as a WO Service Task on the WO).
So, encourage your customer to upgrade to get the latest (but give us another week to get the doubling issue resolved). We're working to release a fix to that immediately as we see this as an incredibly severe bug.
Thanks for asking about this (and thanks Al Iggs for sharing this thread with me).
Jason
After opening ticket to Microsoft i got this reply :)
As per checking, I was able to observe the same behavior on both support instance and ‘out of the box’ environment. And it is expected behavior of CRM Online.
Regarding your client’s concern, I think there might be a misunderstanding on Duration field under Resource Requirement. In fact, it’s not calculated from service tasks.
Base on the article, when a work order is created and saved, a related requirement automatically generates in the background. This requirement (which is a separate entity) outlines the specific details for resources that can perform the work order. By default, one requirement is created but a single work order can have multiple requirements.
Additionally, the field Duration describes total minutes required for the resource (customer service staff/engineers..) to complete the work for the corresponding Work Order.
For example: A Work Order may take an engineer 1 hour to complete replace faulty units in one defected laptop while another Work Order can take the engineer 1 day to do a replacement for a printer.
Duration allows us to choose how much time for resources/engineers to perform the Work Order (picture below):
Hope this would be helpful for you. Kindly help to cascade this information to your client and let me know their thoughts on this.
Any thoughts??!!
Maybe you should also check the Owner of the Out of the Box Workflows & Actions that come with Field Service. It should have enough privileges to perform the data operations the workflows are supposed to. We usually assign admin privileges to the workflow owner.
Hi Alexander,
Yes thanks for this reply and actually I noticed theth double issue on the duration in a trial environment, however this behavior is not functional at all in a customer environment , do u know which plugin is responsible for this calculation?
Hi Mira, if you add a service task with a duration, the resource requirement's duration should be updated. If you already provided an incident type, it will be the duration of the incident's service task plus your individual ones.
Note that in the latest FS release there is a bug that will double the WO duration on the resource requirement. Will be fixed in the next upgrade.
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