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Scenario: Customers that have the need to change the address of a work order when the field worker is already traveling to the destination. This could be because D365 Field Service is used to deliver or pick up items, or maybe the application is used for nurses to care for a patient, and the patient is temporarily staying at her daughters' for a few weeks. Today when you change the address on a work order that already has a booking tied to it, the estimated travel duration on that booking does not get updated when the address changes on the WO. This idea is to fulfill the need to see the 'est. trave'l column automatically updating on the bookable resource booking when the address is changed on the work order.
Category: Work order
STATUS DETAILS
Under Review

Comments

D

This is one of common scenario where place of Work order is changes after the booking is created. But, the travel time is not updated although the geo location is updated in the work order/booking/requirement.

Category: Work order

D

Hi Feifei,

We would want the address change to be able to happen at any time. We have customers that use field service for deliveries, and a lot of times the address changes while the driver is already on their way. Maybe this could even be a setting allowing us to choose when an address change can be made (based on status).

#2 Does customer want to rebook that booking completely due to address change? That is a great question. I think for this scenario (updating the travel on the schedule board) we would show the new travel time, and a dispatcher could decide if the distance is too far, to remove the booking and reschedule?

#3 If travel time for that booking getting shorter or longer, then this may cause idle time or overlapping with other bookings, meaning we also need to re-calculate travel time for neighboring bookings, in other word, update the route of the day for that tech - Agreed. I've had several customers that want that to happen regardless, as a lot of times they need to schedule a 'emergency' call in between existing calls.

Category: Work order

D

Thanks Dian for the feedback, I have some clarification questions:

First, the rules: Do we allow customer to change address all the time even though a min right before the booking start or booking started already? Or we need to apply rule: e,g: only allow to change address x hours before the scheduled booking time, otherwise we don’t want to end up a situation tech is on the way, and get notification customer just changed the address

Second, how to handle existing booking:

Does customer want to rebook that booking completely due to address change ? bcs if address change too far, current tech probably too far away can’t make it, rebook to a different time or tech probably makes more sense. if re-book, I feel easier on scheduling side, just call rebook api to find an new best fit slot based on new address and other variables

If customer doesn’t want to rebook to a different time or different tech, then
- We could simply update address on that booking and automatically re-calculate travel time for that booking
- But If travel time for that booking getting shorter or longer, then this may cause idle time or overlapping with other bookings, meaning we also need to re-calculate travel time for neighboring bookings, in other word, update the route of the day for that tech

Thanks
Scheduling PM
Feifei Qiu

Category: Work order

D

This great idea! Should be implemented ASAP. Simple things could have an impact on our project's milestone.

Category: Work order

D

This scenario would only fire that update if the status is scheduled, unscheduled or traveling. It would be amazing is there would be a configuration admins could do to select which statuses would trigger it.

Category: Work order

D

So when you change the address it would need to go thru the array of bookings and check the status, and then do the updates. I think that is the rub. What if the booking is in progress, or someone is traveling, or the booking is completed. Do you want it to update those too?

Category: Work order

D

Great idea!!!! We do see this scenario quite a bit with Home Health Care and when it's medical and equipment could temporarily move from one location to another.

Category: Work order