System auto changes the Service Technician after appointment creation

[ravi_g15]

Hello,

When I was trying to create an appointment in a ticket for the Technician, the system is changing the Technician after the appointment is created at the line item level.
following are the steps done in UI:
1. When the ticket is created, Service Technician (This is a manual Step no Auto Determination) was manually added in the Header and based on the determination procedure the Service Technician Team has been defaulted.
2. Go to Item and add Service Item, Release to Scheduling and Save. At this point the Service Technician is the same as the Header (It cascades to Item Level which is correct)
3. Click on Appointment, pop up window appears with the Start date and End Date, Provide the details, Click GET Appointment, system based on the availability will provide the Appointment dates. Select the date and the appointment is scheduled
4. Once the appointment is scheduled the Service Technician of the line item is changed and pick up a random Service Technician from the Same Service Team.
Please suggest

[former_member145911]

Hi,

Are you using the internal C4C resource scheduler?

It sounds to me like the scenario you are trying to implement is to fix the technician at the time of appointment booking, is that right? If so, this scenario is not currently supported. If you think about it, at the time of the appointment booking, how can you be sure that the technician you have selected is free... you can't do that right now. Therefore, an appointment booking is done based on the capacity of the service technician team NOT the individual resource. After you have selected an appointment slot, then based on the availability of the resources, a technician is planned.

Regards,

Jameel

[ravi_g15]

Hi Jammel,

Thank you, but here is more insight to what you have asked. Yes internal C4C Resource scheduler and the technician has released the Line item for scheduling and as the Scheduling method is Appointment Technician has can create his own appointment. Now when he does that the expectation is 2 fold

1) As he scheduled himself by appointment the redundant Scheduling that has been done needs to go away or

2) A better option is to have an appointment triggered then release to scheduling (Either of which are not possible in C4C). In this case there is an open assignment pending with Manager + Technician has scheduled himself.

We created an Incident and through PDI we have got this resolved.

Regards,

Ravi

[amit_kumar159]

Dear Ravi,

Kindly refer below mentioned Knowledge base article (KBA)

2433206 - After Assigning a Service Technician to a Ticket on Item Level Via Resource Scheduler That...

Best Regards,

Amit Kumar

[ravi_g15]

Hi,

thank you for your response, but this is a bug in the system where appointments are looked up system auto defaults a Technician whose calendar is more open. Needs PDI develoment to correct this issue.

Regards,

Ravi