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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 is not scheduling work order with promised date/time

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Posted on by ASH727WRK 25

Hello.  We've been using RSO for several months with one territory.  Recently we added another territory and setup a second RSO schedule. The new schedule is set to run once per day through the night. The majority of our bookings are sourced from agreements, however occasionally new work orders are submitted for a higher priority service calls.  RSO isn't scheduling them.  Example: one resource has 6 1-hour bookings on his schedule for 10/6/22 and 1 booking on his schedule for 10/7/22.  5 of the 6 bookings on 10/6 have a Date Window End on 10/13/22 or 10/14/22, so certainly movable.  The optimizer is set to run 14 days out. The new work order has a Time Promised From and To value for 10/6/22, but RSO did not schedule the work order.  Things I have checked seems correct.  The work order requirement is shown in the RSO scope view, the resource is set for optimization.  Does anyone else experience this?  Does anyone have any suggestions what else I can check?

-Thanks

  • ASH727WRK Profile Picture
    ASH727WRK 25 on at
    RE: Resource Scheduling Optimization is not scheduling work order with promised date/time

    Thanks for the reply ...months ago.  Time gets away and we make the best of our situations.  This issue continues to happen to us periodically.  I checked the radius setting and in the most recent occurrence of the issue, the distance to the customer falls within the radius setting.  In today's occurrence, the promise date/times were set, a preferred resource was defined and set to "must choose from", but still RSO did not book the work order.  Instead it left previous agreement bookings scheduled to the resource.  A side note, we also have the agreement preferred resources set to "must choose from".  What's so concerning is that RSO didn't place the work order with a promise date and higher priority, and move or remove an agreement booking with a lower priority and no promise date/time.  Scheduling Windows is included in our Goal Constraints, so shouldn't RSO have scheduled the promised requirement over the others?  

    Any other thoughts or suggestions are greatly appreciated.

  • Chris Weilandt Profile Picture
    Chris Weilandt 10 on at
    RE: Resource Scheduling Optimization is not scheduling work order with promised date/time

    Have you checked to make sure that your high priority work order falls within the 'Default Radius Value' in the 'Scheduling Parameters' area? Also, are there any characteristics related to the high priority work order that would exclude all resources from being viable resources to service that work order?

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