Latitude

This field contains the latitude of the work order location. Schedule Optimization uses this information for route optimization and scheduling.

Longitude

This field contains the longitude of the work order location. Schedule Optimization uses this information for route optimization and scheduling.

Country

This field contains the country in which the work order is located. When latitude-longitude information is absent in the work order, Schedule Optimization uses the Country-Zip information for route optimization and scheduling.

Zip

This field contains the zip code of the work order location. When latitude-longitude information is not present in the work order, Schedule Optimization uses the Country-Zip information for route optimization and scheduling.

Dispatch Process

The work order trigger updates this field. It contains the dispatch process ID for which the work order is qualified.

Schedule Optimization does not consider the work orders that do not have dispatch process ID for scheduling.

SLA Terms

SLA terms are soft constraints that Schedule Optimization tries to fulfill while scheduling.

Dispatch Priority

See Dispatch Priority.

Preferred Technician

This field contains the name of the preferred technician for the work order. Schedule Optimization considers this as a soft constraint.

Primary Territory

This field contains the name of the work order territory.

The value is populated per the territory match rule if a rule is defined. Else, the primary territory should be specified in the work order.

Apply Business Hours for OptiMax

This field is a flag to indicate if the preferred time slot for the work order is based on SLA or access hours for the Account or Location.

Selecting this check box is not mandatory when the work order has SLA fields. The Preferred Start Time field and the Preferred End Time field are SLA fields. You must select this check box when preferred business hours are populated.

Preferred Start Time and Preferred End Time

The Preferred Start Time (PST) field contains the preferred start date and time for the work order.

The Preferred End Time (PET) field contains the preferred end date and time for the work order.

For information about the impact of these field values on work order qualification for scheduling, see SLA Fields.

Preferred Business Hours

This value is the preferred business hours for the work order.

For example, if the preferred business hours are within the dispatch process's working hours, the work order can be scheduled within the defined hours.

Service Duration

This is the predicted service duration for the work order. This duration is specified in seconds. The value is updated based on the MTTS rule or the default service duration value defined in the setting.

If the work order qualifies for technician efficiency based on the efficiency factor, the Service Duration value is updated again during scheduling.

For information about the impact of the technician efficiency factor on Service Duration field value computation, see Impact of Technician Efficiency Factor on Service Duration.

Appointment Type

This field contains the appointment type for the work order. This is applicable if an appointment booking is to be done for the work order.

Dependency Group

This field contains dependency information for the work order if any. This is applicable only if the work order is part of a dependency group.

Scheduling Change Token

This field is an internal flag that indicates which fields in the work order are updated.

Example values are CHANGE_SERVICE_DURATION and CHANGE_CREATE_WO.

For the Scheduling Change Token field behavior in Real-time Optimization, see Scheduling Change Token in Real-time Optimization.

Skill Set

See Skill Set.

Qualified Technicians

See Qualified Technicians.

QTL Status

This field indicates the qualified technician computation status for the work order. Schedule Optimization uses this information to decide whether or not the work order is picked for scheduling.

Revised Duration

This is a formula field. The value is populated as per the value in the Estimated Duration field.

Promised Arrival Window (GMT)

This field contains details of the arrival window booked for the work order. This is applicable only when the work order is booked by Ranked Appointment Booking SFM or Propose Time SFM.

Schedule As Dependent Work Order

If this checkbox is selected, the work order is part of a dependency group and should be scheduled as per the dependency requirements.

Canceled Date Time

This field contains the date and time when the work order has been canceled or rejected.

Lock Appointment Schedule

This field is updated when the dispatcher locks the work order to a technician or to an arrival window.

For more information, see Locking Work Orders to Appointment Schedules.

Locked By DC

This checkbox indicates that the work order is manually handled, and Schedule Optimization must not take it up for scheduling.

Schedule Violation Penalty

This field contains the value of the schedule violation penalty for the work order.

Capacity Rule Name

This field contains the name of the capacity rule applied to the work order.