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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Resource Scheduling Op...
Service | Customer Service, Contact Center, Fie...
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Resource Scheduling Optimization Issues

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Posted on by Robert Rybaric 50

Hi, we have a FS + RSO solution in final stages of development and are facing following strange behavior:

1. Our work orders always contain the "time from promised" and "time to promised" values for the exact duration of the work order, so the bookings must 100% respect this time window

2. RSO Goal contains the restriction "Scheduling Windows" and a couple of objectives

3. When running the optimization, our bookings are not always generated for the exact required time window, but are shifted to different time windows of the day even though there are free resources available for the time window

4. The RSO behavior is different when there are no bookings for the day and when there are already bookings and RSO should just optimize based on modified goal objectives. For no bookings the RSO delivers better results than when optimizing existing bookings.

Questions:

1. How to achieve 100% adherence to the the "time from promised" and "time to promised" window?

2. How to achieve identical results for newly generated vs. optimized bookings?

  • Al Iggs Profile Picture
    Al Iggs on at
    RE: Resource Scheduling Optimization Issues

    Hi Robert, have a look at docs.microsoft.com/.../rso-optimization-goal 

    "Time From Promised and Time To Promised implies that the estimated arrival time must fall within the time range"

    "RSO will ensure the Estimated Arrival Time falls into the window specified above. It does not guarantee that the booking’s end time will fall within the time window."

  • Robert Rybaric Profile Picture
    Robert Rybaric 50 on at
    RE: Resource Scheduling Optimization Issues

    Yes, exactly, that is how we have implemented it. I would recommend Microsoft to improve the clarity of the documentation to be clear what is exactly time promised from / to, to avoid confusion

  • Verified answer
    Dan Gittler - Dynamics Field Service Profile Picture
    Dan Gittler - Dynam... on at
    RE: Resource Scheduling Optimization Issues

    When you set the time from and time to values and enable that constraint, it means the resource must ARRIVE during that window. So if you say it must be june 1st between 8 and 10, the tech estimated arrival time can be as late as 9:59. If you want a precise time, you can set the window to a one minute window at the time you expect them to arrive. So if its a 2 hour work order/requirement, and you want the work to take place between 8 and 10, you can set the time from promised value to 8:00 AM and then time to promised to 8:01 AM

  • Robert Rybaric Profile Picture
    Robert Rybaric 50 on at
    RE: Resource Scheduling Optimization Issues

    Very interesting, thanks for that. So we would then need to put time to promised = time from promised to achieve the desired result.

  • Eva SI Profile Picture
    Eva SI 60 on at
    RE: Resource Scheduling Optimization Issues

    For the 1st part of the question - Time To Promised is not a deadline when the job should be finished but latest time when the Technician can arrive onsite. I was not aware of that at first but once I realised it I had no issues with "wrong" booking times anymore.

    From MS docs:

    Time From Promised and Time To Promised implies that the estimated arrival time must fall within the time range for which the resource has availability for the duration of the work order. This is based on the resource's working hours, and is not necessarily completed before the end of Time To Promised.

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