Description:
We have identified an issue in the standard behavior of Dynamics 365 Field Service regarding the calculation of booking timestamps when working hours are defined for a resource.
Current Behavior (Microsoft Standard)
When working hours and working days are configured on a resource, and a user records their booking timestamps in Bookable Resource Booking:
- Inside working hours (e.g., 08:00 AM – 04:00 PM):
- The system correctly calculates and distributes the time across the summary fields:
- Total Duration in Progress
- Total Break Duration
- Total Travel Time
- Outside working hours (e.g., 04:01 PM – 07:59 AM):
- All recorded booking timestamps are incorrectly summed only into “Total Duration in Progress,” regardless of the selected system status (On Break, Travel, In Progress, etc.).
Problem
This behavior leads to incorrect time calculations and may cause billing errors in downstream systems when these summary values are transferred.
The current logic does not differentiate between statuses outside working hours and therefore does not reflect real operational activities.
Expected / Requested Behavior
Booking timestamps outside defined working hours should also be calculated and summarized according to their selected status into the correct fields:
- Total Duration in Progress
- Total Break Duration
- Total Travel Time
This ensures consistent time tracking, accurate reporting, and correct billing.
Why This Matters
- Ensures correct operational data
- Prevents billing mistakes
- Aligns with expected business logic
- Provides consistent handling of all booking activities, regardless of working hours
- Increases customer satisfaction and trust in the product’s accuracy
Request
Please improve the current booking calculation logic to ensure that timestamps outside working hours are processed correctly and assigned to the appropriate summary fields.
Thank you for supporting this improvement!