SAP Field Service Management - Reject Assignment

[Dayanna]

Hello,

I have a problem with the rejection of assignments and I would like to ask for help please. Once the technician rejects the activity, it remains rejected on the dispatching board, even if it is reassigned to another technician or if it is unassigned. Additionally, the technician can reject the activity at any step in the service workflow. I reviewed and followed the steps on the help portal for rejecting activities and I can't find my mistake.

SAP Help Portal:

FSM assignment status in my account:

Best Regards,

Dayanna.

[christoph_kurtz2 · Accepted solution]

Hi Dayanna,

We have the same issue for our customer and so far, we did not find a solution.

But we are working with a workaround: we modified the service workflow in that manner that it is allowed to switch from "Rejected" workflow step back to "Accepted" (or "Rejected" again).

With the help of this workaround, the following scenario could be established:

• Planner assigns activity 123 to technician A => After synchronization, technician A can see activity 123
• Technician A rejects activity 123 => workflow step goes to "Rejected"
• Planner can unassign the activity 123 from technician A => After following synchronization, technician A can not see activity 123 anymore.
• Planner can assign activity 123 to technician B => After synchronization, technician B can see activity 123
• Technician B can accept the activity 123 and start working on it

Does this probably help you for your scenario?

Best regards,

Christoph

[Dayanna · Accepted solution]

Hi Christoph,

Thank you very much for your help, it has been a great help!

After following the indications of this comment and the comment made by Vishnu Chand I realized something that may be useful for your client and I would like to share it with you. If the workflow step is set to 'Reject' instead of 'Rejected' and the action 'Reject the assignment' is removed in Screen Configurations, the activity can only be rejected at the start.

Best Regards,

Dayanna.

[VishnuPindi]

Hi Dayanna,

Regarding "Once the technician rejects the activity, it remains rejected on the dispatching board, even if it is reassigned to another technician or if it is unassigned" : We will check this internally and see if there is any scope for changing this behaviour

Regarding "Additionally, the technician can reject the activity at any step in the service workflow.": This can be avoided by setting up service workflow for example as below

[Dayanna]

Hi Vishnu,

Thank you for your help!

I configured the Service Workflow as you indicated and additionally I eliminated the 'Reject the assignment' action in Screen Configurations to avoid having two options on the mobile (Reject and Reject the assignment).

Best Regards,

Dayanna.