Understand booking logic (BETA)

Ensure field service appointments are scheduled within capacity constraints while maintaining a clear audit trail through system logs. Users can search for, reserve, and confirm appointment slots. 

Check configurations

To avoid execution errors, ensure these configurations are in place:

1. Navigate to Configuration > Core > Organizational Structure > Operations Center.

2. In the right Filters panel, enter information to refine a search.

3. Click Search.

4. To check if the territory is set, find the Operation center row.

5. On the left of the row, click the Three dots menu > Operation center composition.

6. Verify:

   • The capacity grid is activated.

   • The simulation models are activated.

   • Work order types are associated with the capacity grid

   • Resource shifts are configured for the requested timeframe.

   • Daemons for Booking with Scheduling logic are active.

Request first and further dates

The booking logic identifies available appointment slots based on capacity and resource skills. To start a booking request:

1. Navigate to Features > Booking > Simulation Requests.

2. In the left panel, click + Booking Request.

3. In the New appointment tab enter, 

   • Customer: The operations center that requests the simulation.

     • To add a new customer, see Add a new customer.

   • Request date: When the simulation was requested. 

   • Send date: When the request should be sent.

   • Service expiry date: When the service expires.

   • Performance type: The type of performance needed.

     • Note: This is configured for the specific customer and work order type.

   • Request code: A unique identifier for the simulation.

     • Note: If executing a further date after a first date, you must change this identifier.

4. Click First date / Further date.

Add a new customer

To add a new customer that is not in the list:

1. In the New appointment tab, in the Customer field, click the Search icon.

2. At the bottom of the Search customers tab, click the New customer button.

3. Enter all mandatory information and any relevant optional information.

4. Click Save.

Confirm an appointment

Important: You must lock slots before the temporary reservation expires.

To reserve your appointment:

1. Navigate to Features > Booking > Simulation Requests.

2. Locate the specific slot ID generated by the First Date or Further Date service.

3. In the confirmation request, enter the slot ID.

4. Submit the request before the automatic batch task clears temporary appointments.

Notes: 

• If the slot is still available, the system locks the appointment.

• A dispatcher must still manually schedule the activity on the actual plan.

Execute a forced appointment

Audience: Administrators

To skip scheduling and capacity checks and find a time slot that relates to your provided interval:

1. Navigate to Features > Booking > Simulation Requests.

2. In the left panel, click + Booking Request.

3. Populate the appointmentStartDateTime and appointmentEndDateTime fields with the requested interval.

4. Select:

   • First date

   • Further date

5. Click Confirm.

Cancel an appointment

To free up capacity and update the technician's availability::

1. Navigate to Features > Scheduling Optimization > Automatic Scheduling > Scheduling Management.

2. In the Schedules tab, enter an operations center.

3. Click Search/Update.

4. In the Processing list, select the existing appointment you wish to remove.

5. Click Cancel Date.

Monitoring and logs

Use these pages to audit API calls and troubleshoot the booking logic.

Technical processing logs

To review how FSM evaluated data and communicated with external services:

1. Navigate to Technical Settings > Server > Processing Log.

2. In the Search tab, in the Processing type field, select Booking agenda.

3. Click Search.

I/O logs

To review all of FSM’s steps:

1. Navigate to Monitoring > I/O logs.

2. To filter by type, select:

   • MS: To view the raw request data for First, Further, or Confirm Date calls.

   • OSS: To view the synchronous calls made to Gisware.

   • CXF: To view complete input and output payloads for booking requests.