SAP Hybris C4C Service Expert Corner: Resource Scheduler New UI
Resource Scheduler UI
The Resource Scheduling UI in SAP Hybris Cloud for Service has improved a lot in the last few releases. The screen layout has been optimized to provide more space to show the desired information and more flexibility/features are provided to aid in planning.
The demand list appears on the left and the Gantt chart is shown on the right side. With this, a longer list of demands and resources can be seen at once as compared to the previous layout (the number of entries in the list depends on the screen resolution).
Below the planning board a Details section is available to show demand and assignments details based on the selected demand or assignment. A lot of fields are shown, such as the ticket ID, status, account, contact, start/end dates, address etc. and many of them are navigation enabled to provide easy navigation to other objects.
Various Search queries and parameters are available to search and filter the list of demands.
Gantt Chart Features
Different time frame views are available on the Gantt chart to show relevant data – day, week/work week, month view. Planning is generally done in the Day view. Month view is a display only view.
User can use the ‘Settings’ available on top of the Gantt chart to set a default timeframe view (day/week/month). Via the settings, the dispatcher can also choose a time zone in which the Gantt chart should be shown.
To show the availability of the resources, working hours are maintained for the Employees. Non-working hours are indicated as blocked (greyed out) in the Gantt chart. In addition to this, the duration for any regular Appointments is also shown as blocked in the Gantt chart.
Assignments in the Gantt chart can be shown in different colors based on the status. It is also possible to set a border color for the assignment based on ticket type. This visualization helps the dispatcher in judging the status and type of assignment at a glance.
After dropping a demand on the Gantt chart, there may be a need to change it. It is possible to edit an assignment by shifting it or changing the assignment length in the Gantt chart. New planning time is shown on the Gantt chart while moving. Whether an assignment can be moved/its duration can be changed or not depends on the ‘Fixed’ flag.
The Edit Assignment action provides the capability to change the Fixed flag.
If assignments created via Appointment Offering are edited, they are treated as regular assignments from then on.
Stay tuned for more enhancements coming on the way!
We have a requirement wherein we need to schedule resource/engineer based on service center they belong to. I hope we can maintain them as Service org units but how org units can be used as a filter in Resource scheduler ?
You can use the advanced search to provide the required service team and filter based on that. This can also be saved as a custom query for future use.
We have the need to "borrow" technicans from other teams in one workticket. How to achieve that?
You can assign members to a team on a temporary basis. The temporary employees of a team are also shown on the resource scheduler (upto their validity period).
We have a need to Reschedule an appointment. the case is that the Technician can have a call from a customer to reschedule the appointment or technician is not be able to go the customer on time or the technician went to the customer and not found. so how can an appointment be reschedule if it is released and appeared in Resource Scheduler and assigned already to him?.
Also, if a Technician is worked in One department but has the skills to work in another department.
How can we utilize the technician skills so that he can work in both department and how will he appear on the Resource Scheduler? what is the steps to follow so he can be worked and his time is utilized by both manager in the two different department?
I missed this and hence the delayed response. Not sure if you already found answers to the above, if not please read - an assignment can be rescheduled by the planner as long as it is in open status. So if the customer calls to reschedule or the technician is not able to go then planner can drag and drop to another time or another technician (if it was not marked as Fixed). If the technician already changed the status of the assignment from open to in process, then technician can cancel the assignment and planner can create a new one.
For the second question - one way is to assign the technician in the two departments. We are also planning a new feature to support such requirements.