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Work Order Field
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How is it Updated?
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Notes
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Primary Territory
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If Territory Match Rules and Territory Coverage are defined in the corresponding territory, the Primary Territory is populated on the work order if it meets the criteria defined at the Territory Match Rule level.
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• If more than one territory match rule’s entry criteria match a work order’s field values, the first territory match rule in the rule sequence is selected.
• If a matching territory is not found, the work order is populated with PrimaryTerritory. Optimax error text This work order does not match the entry criteria for anydispatch process, or the matching dispatch process is deactivated is stamped onthe work order. For more information, see Configuring Territory Match Rules.
• Territory is updated only if the Locked By DC field in the work order is blank.
• It is necessary to remove the current populated dispatch process when a work order qualifies for another Territory match rule. Only then the new dispatch process and related Territory is populated on the WO.
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Dispatch Process
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The dispatch process for the work order is determined by matching work order field values with the corresponding dispatch process entry criteria and the primary territory populated on the work order.
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• If a work order is updated to qualify for any other dispatch process, the dispatch process field must be cleared while editing the work order to populate it with the latest dispatch process.
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Dispatch Priority
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Dispatch Priority is calculated based on work order field values matching any of the Dispatch Priority Rules defined in the corresponding dispatch process stamped on the work order.
Prioritization rule values defined at P1, P2, P3, or P4 can be defined at setting SET033, SET034, SET035, AND SET036 under Module: Optimax and Submodule: Dispatch Calculations.
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• If you want to define P3 rule directly, it is mandatory to define all the previous rules in the page such as P1 and P2 rules.
• If the work order does not match any of the priority rules, dispatch priority is set to the default value of 1, which is the configuration setting Default Dispatch Priority.
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Service Duration
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Service Duration (In seconds) is calculated based on the MTTS rule criteria for which the work order qualifies.
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• Setting SET002 - Enable MTTS calculationUnder Module: Work Order and Submodule: Manage MTTS Rule must be set to True. For more information, see Configuring MTTS Rules.
• If the work order does not match any MTTS rule, Service Duration is populated from the setting SET004 – Default Service Duration under Module: Optimax Submodule: Dispatch calculation.
• When the work order is edited again to qualify for another MTTS rule, it is not necessary to remove the existing Service Duration. After saving the work order, the new Service Duration is updated automatically.
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Skill
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Skills Required are calculated based on work order field values matching any of the Skill Matching Rules.
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• Setting SET056 — Skill set calculation for work orders under Module: Optimax Submodule: Dispatch Calculations must be set to True. For more information, see Configuring Skill Match Rules.
• If more than one skill matching rule matches a work order’s field values, the first skill rule in the rule sequence is selected.
• Skill is updated only if the Locked By DC field in the work order is blank.
• The value is stored in a JSON string in the skill set field.
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Eligibility Requirements
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Eligibility Requirements are calculated based on the Eligibility rules defined.
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If more than one eligibility matching rule matches a work order’s field values, the first eligibility rule in the rule sequence is selected.
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Preferred Technician
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When a work order is linked to an Account with a Preferred Technician, the Preferred Technician field can be populated.
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There is a higher chance that a work order is assigned to the preferred technician, provided that all other constraints, such as capacity and cost factors defined in the corresponding dispatch process, are met.
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Qualified Technicians
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Qualified Technicians are calculated based on the eligibility criteria for Technicians that the work order qualifies.
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Qualified Technicians is a JSON string, and is stored in Qualified Technicians field on the work order.
Setting SET058 — Enable Technician Eligibility Rules Under Module: Optimax Submodule: Dispatch Calculation is set to True. For more information, see Configuring Technician Eligibility Rules.
When the work order is edited again to qualify for another Technician Eligibility Rule, it is necessary to remove the existing Qualified Technician list. After saving the work order, the new Qualified Technician list is updated automatically.
This is only updated when the work order matches any of the defined Technician Eligibility Rules.
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Preferred Business Hours
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With Preferred Business Hours, if a Booking Window is not applicable and the SLA Terms field is not null, this is set to the matching SLA timestamp’s business hour.
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• The matching SLA timestamp depends on the configuration setting SLA Timestamp for Work Order Scheduling.
• Whether the timestamp is applicable for a given work order depends on the work order’s priority and order type matching one of the defined records for that timestamp.
• Or else, if the SLA Terms field is null, this is set to the access hours from the component or account in that order, if they are not null.
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Preferred Start and End Time
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With Preferred Start and End Time, if the booking window is applicable to the work order’s case, then those values are taken.
Or, if an SLA is applicable, then set the Preferred Start Time equal to System.now(), and the Preferred End Time equal to the SLA Timestamp field value, based on the configuration setting, whose default is Onsite Response Customer By.
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If either is not available, the manually entered value in the work order is persisted.
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Resource Preference
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Work order is linked to Company, Site, and Component. It fetches all the Resource Preferences for all the work orders and populate the list in the work order related section.
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Setting SET051 — Enable Technician Eligibility Rules Under Module: Optimax Submodule: Dispatch Calculation is set to True. For more information, see ResourcePreferenceManagement.
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