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Creating Service Requests about Capacity API behavior
Identificação da resposta 8905   |   Revisado 13/01/2019

How can I properly create a customer Service Request about unexpected Capacity API behavior in Oracle Field Service?

Environment

Oracle Field Service (OFS)

Resolution

To properly create a customer Service Requests about unexpected Capacity API behavior, we suggest you to follow these steps:

1)  Understanding Multiple Capacity categories requests

According to the Capacity API documentation, if an activity to be booked requires quota in multiple capacity categories, and some of these capacity categories are closed for a given capacity bucket and day, the 'get_capacity' function does not return quota for all the required categories. This constraint is applied only when the 'calculate_work_skill' flag is set and the list of capacity categories is determined by the 'get_capacity' function.

Depending on the capacity categories configuration, some capacity requests that used to provide available time slot will no longer respond anything. This could be the expected behavior according to the capacity category meaning.

For more details, go to the OFS documentation URL (OFS Documentation).

2)  Provide the capacity request XML

The OFS capacity request does not have any specific appointment number that would help support team find it on the OFS logs.

So, it will be helpful if the XML request and also the response be added as part of the Service Request.

e.g.

REQUEST

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:toa:capacity">
   <soapenv:Header/>
   <soapenv:Body>
      <urn:get_capacity>
         <user>
            <now>XXXX</now>
            <login>XXXX</login>
            <company>XXXX</company>
            <auth_string>XXXX</auth_string>
         </user>
         <!--1 or more repetitions:-->
         <date>2016-08-29</date>
         <!--Zero or more repetitions:-->
         <location>234059</location>
         <!--Optional:-->
         <calculate_duration>true</calculate_duration>
         <!--Optional:-->
         <calculate_travel_time>true</calculate_travel_time>
         <!--Optional:-->
         <calculate_work_skill>true</calculate_work_skill>
         <!--Zero or more repetitions:-->
         <activity_field>
            <name>aworktype</name>
            <value>11</value>
         </activity_field>
         <activity_field>
            <name>activity_code_1</name>
            <value>+I</value>
         </activity_field>
         <activity_field>
            <name>outlet_count</name>
            <value>1</value>
         </activity_field>
         <activity_field>
            <name>customer_type</name>
            <value>RES</value>
         </activity_field>
                    <activity_field>
            <name>dwelling_code</name>
            <value>SINGLE</value>
         </activity_field>
         <activity_field>
            <name>drop</name>
            <value>OH</value>
         </activity_field>
         <activity_field>
            <name>oc_identifier</name>
            <value>23405</value>
         </activity_field>
         <activity_field>
            <name>node</name>
            <value>23405R207</value>
         </activity_field>
      </urn:get_capacity>
   </soapenv:Body>
</soapenv:Envelope>

RESPONSE

<SOAP-ENV:Envelope SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:si="http://soapinterop.org/xsd" xmlns:ns1="http://toatech.com/toa-soap/1.0/" xmlns:tns="NameSpace">
   <SOAP-ENV:Body>
      <urn:get_capacity_response xmlns:urn="urn:toa:capacity">
         <activity_duration>29</activity_duration>
         <activity_travel_time>17</activity_travel_time>
      </urn:get_capacity_response>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

3)  Explain the expected work skills for the input parameters of the capacity request

Work skills conditions configuration is something very specific of each customer. So, if you can provide the expected work skills for the capacity API request input parameters as part of the Service Request,  the response for your requirement could probably be provided faster and, because of that, the issue could probably be solved sooner.

e.g. For the previous Capacity Request, OFS should consider this work skill : Internet Installation(1/10) 

Explain the expected response and the reason

Finally, is very important for the Support Team to understand what the customer is expecting instead of the detected behavior, so, it would be great if you can provide the expected response and why you were expecting it.

e.g. considering that this Work Skill is part of the Capacity Category 'Internet Capacity', and this Capacity Category has been included on the bucket and it has available minutes, we expected that the capacity API would provide a list of available time slots.

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