Behavior Differences Between Service Board and Dispatch Console
There are behavior differences and potential compatibility issues between Service Board and Dispatch Console. Additionally, there are some limitations in using Service Board and Dispatch Console interchangeably, for example, when you update Work Order or Salesforce Event or ServiceMax Event records in Dispatch Console and the associated linked Jobs or Appointments in Service Board.
Unexpected Job status change when users reassign Salesforce Events or ServiceMax Events in Salesforce
When users reassign Salesforce Events or ServiceMax Events in Salesforce and do not select the Remove current assignment and reassign the work order check box, Salesforce Event records can still be deleted when GBL025 is set to Salesforce Event. Event records are deleted in cases where previously assigned Technicians were associated with Salesforce user accounts, but newly assigned Technicians were not associated with Salesforce user accounts, or vice versa. When this occurs, the Status values of linked Jobs on Service Board might be changed.
Service Board implements different business logic for Scheduled Duration values for Jobs to support multiple-Appointment Jobs
For Appointments created in Dispatch Console, assigned Resources in Job records are different than assigned Technicians in Work Order records after Appointments are reassigned to other Technicians in Dispatch Console in cases where the option to remove the current assignment on reassignment is not selected.
In Service Board, Resources assigned to Jobs are updated when Appointments are reassigned to different Technicians. To prevent potential integration version issues, changes to Resources assigned to Jobs are synced to Salesforce only for Appointments created in Service Board. Appointments created in Dispatch Console are updated but not synched to Service Board, and the assigned Technician remains unchanged.
Calculation logic differences between Scheduled Time values in Jobs in Service Board and Scheduled Date Time values in Work Orders in Salesforce
In Service Board, Scheduled Time field values in Job records are always set to the earliest Start Time of all non-final Primary Resource Appointments or Crew Appointments. In Salesforce, Scheduled Date Time field values in Work Order records are always set to the Start value for the most recently updated Event record.
In Service Board, Scheduled Time field values in Job records are updated in the following cases:
• New Primary Resource Appointments or Crew Appointments are created.
• Start Time field values in Primary Resource Appointments or Crew Appointments are changed.
• Primary Resource Appointments are updated to workflow states whose Aborted fields are set to true.
• Non-Primary Resource Appointments change to Primary Resource Appointments.
When Jobs are reset to initial status values, Scheduled Time field values are set to null.
In Salesforce, Scheduled Date Time field values in Work Order records are updated in the following cases:
• New Events are created.
• Start field values in Event records are changed.
When Work Orders are unassigned, Scheduled Date Time field values are set to null.
Differences in Start Time, End Time, and Duration field values for Appointments and Events
In Service Board, Start Time and End Time field values for Appointments and Events represent actual working times, and do not include travel times. By contrast, the corresponding field values in Salesforce include driving time to and from Appointments and Events.
Following are the detailed rules.
• Duration
◦ Salesforce: Travel time to and from Work Order location plus working time
◦ Service Board: Working time without travel time to and from location
• Start Time
◦ Salesforce: Start of travel time to location
◦ Service Board: Start of work after arrival at location
• End Time
◦ Salesforce: End of travel time back from location
◦ Service Board: End of working time before traveling back from location
Following are the predefined transform template mappings on Service Board:
• Start Time field values in Service Board= Start Time field values in Salesforce Events + Travel Time to Location field values in Service Board.
Example: Salesforce Event Start Time of 10am + 1 hour travel time = 11am on Service Board.
• End Time field values in Service Board= End Time field values in Salesforce Events− Travel Time Back from Location field values in Service Board.
Example: Salesforce Event End Time of 5pm − 1 hour travel time = 4pm on Service Board.