Product documentation
This section describes how Service Tasks are planned, scheduled and assigned to resources within HSO Service Management. It covers resource requirements, availability, scheduling groups, the graphical Scheduling Overview, task assignment, capacity reservations and rescheduling.
Introduction
Planning and scheduling convert confirmed Service Tasks into work assigned to the appropriate resources at the required time. HSO Service Management supports manual scheduling, graphical planning and resource selection based on configured requirements. The scheduling process considers resource availability, required capabilities, task duration, service location and applicable service commitments.
Planning process
Planning normally starts when a Service Task reaches Confirmed status. At this stage, the expected work and forecasted duration are available, but no specific resource or time slot has been reserved. The planner reviews the Service Task, selects an appropriate resource and determines the planned date and time. Once scheduled, the task receives its resource assignment and capacity reservation.
Scheduling methods
Service Tasks can be scheduled directly from the task or through the graphical Scheduling Overview. The graphical interface is particularly useful when coordinating multiple tasks and resources, as it provides a combined view of unplanned work and existing resource assignments.
Introduction
Resource Requirements define the conditions that a resource should meet to perform a particular Service Task. These requirements help the planner identify suitable resources and reduce the risk of assigning work to someone without the necessary qualifications or capabilities.
Resource Requirement sources
Resource Requirements can originate from different parts of the Service Management configuration, including the Service Object, customer-related requirements and the work package defined by the Object Type and Event Code. Requirements may relate to skills, certifications, resource characteristics or other configured selection criteria.
Resource applicability
When selecting a resource, the system can evaluate whether that resource meets the requirements associated with the Service Task. In the graphical Scheduling Overview, applicable resources can be highlighted. When a non-applicable resource is selected, the system can display a warning and offer alternative scheduling actions.
Resource applicability and resource availability are separate considerations. A resource may have the required capabilities but still be unavailable at the requested time.
Introduction
Scheduling uses resource information and calendars to determine when Service Tasks can be performed. The planned duration of a Service Task is used to establish the time required for the assignment and the corresponding capacity reservation.
Resource availability
Resource availability is determined by the applicable calendar and existing reservations. The planner can review scheduled Service Tasks and other periods during which a resource is unavailable. When finite capacity is used, the system checks whether sufficient capacity exists in the selected time slot.
Capacity reservations
Confirming a Service Task prepares its forecasted work for scheduling without creating a reservation for a specific time and resource. Scheduling assigns the task to a resource and time slot and creates the corresponding capacity reservation in the project scheduling framework. This allows the planning process to account for work already committed to the resource.
Estimated duration
The estimated duration determines the length of the planned work. It can originate from the Event Code work package and be reflected in the task's hour forecast. Tasks with multiple hour forecast lines can require more than one planning block, allowing work to be distributed across resources or periods.
Introduction
Scheduling Groups determine which Resource Groups and their associated resources are displayed together in the graphical Scheduling Overview. They allow planners to work with a defined selection of resources rather than displaying the entire service organization.
Scheduling Group configuration
A Scheduling Group contains a name, description and planning time zone. One or more Resource Groups can be linked to it. When a Scheduling Group is selected in the Scheduling Overview, the associated resources become available for planning and capacity review.
Planning Time Zone
The Planning Time Zone determines the time context used by the Scheduling Group. This is relevant when resources and service activities operate across different geographical locations or time zones.
Shared planning views
Scheduling Groups provide a consistent resource selection for users working with the same group. This supports planning by team, department or other organizational grouping.
Introduction
The graphical Scheduling Overview provides a visual workspace for planning and monitoring Service Tasks. It combines a list of tasks requiring attention with a calendar-based view of resources and their existing assignments.
Planning board
The planning board displays resources and scheduled work across a selected period. Service Tasks appear as planning blocks positioned against their assigned resources and planned times. The interface supports different presentation modes, including horizontal, vertical, card and strip views, depending on the available configuration.
Job list
The job list contains Service Tasks that can be selected for scheduling. The planner can review the task and drag it from the list onto the appropriate resource and time slot. This provides a direct way to convert unplanned work into a scheduled resource assignment.
Planning filters
The Scheduling Overview supports filtering to focus on relevant tasks and resources. Depending on the available options, the planner can filter by date range, Resource Group, region, Call Status, Task Status, required capabilities, customer and Object Type. Filters help keep the planning view manageable when many resources and Service Tasks are involved.
Introduction
Scheduling assigns a Service Task to a resource and a planned date and time. The task should normally be in Confirmed status, with its forecast and resource requirements available for evaluation.
Scheduling through the graphical overview
To schedule a Service Task:
Open the Scheduling Overview and select the appropriate Scheduling Group.
Locate the Service Task in the job list.
Review the required work, estimated duration and applicable resource requirements.
Drag the Service Task onto the required resource and time slot.
Confirm the scheduling action.
The task is then displayed on the planning board with its planned assignment.
Resource applicability warning
If the selected resource does not meet the requirements, the system can display a warning with three options:
Force scheduling: schedule the task on the selected resource despite the applicability warning.
Schedule on applicable: allow the system to select an applicable resource for the specified date and time.
Cancel scheduling: cancel the scheduling action and retain the previous planning situation.
These options allow the planner to use the configured requirements while retaining control over exceptional assignments.
Manual scheduling
Service Tasks can also be scheduled directly without using the graphical board. The planner selects the resource and planned time through the task's scheduling functionality. The resulting assignment and capacity reservation follow the same underlying scheduling process.
Introduction
Some Service Tasks require more than one resource or contain separate labor activities. HSO Service Management supports multiple hour forecast lines on a Service Task, which can be represented as separate planning blocks.
Multiple hour lines
An Event Code can provide an initial hour forecast line. Additional hour lines can be added when the work requires more resources or separate labor assignments. When scheduled, these lines can appear as multiple blocks in the graphical Scheduling Overview.
Linked planning blocks
Planning blocks associated with the same Service Task can remain linked and move together when the task is rescheduled. Where supported, individual blocks can also be moved separately, allowing different resources or time periods to be assigned to the same Service Task. This is relevant when several technicians are required or when separate parts of the work are performed at different times.
Introduction
Scheduled Service Tasks may need to be moved because of changes in resource availability, customer appointments, work priorities or material availability. The graphical Scheduling Overview supports rescheduling through direct manipulation of the existing planning blocks.
Rescheduling a task
To reschedule a Service Task, select its planning block and drag it to another resource, date or time. The system evaluates the new assignment against the applicable resource requirements. If the selected resource is not applicable, the scheduling warning and available alternatives can be presented.
Reassignment
A Service Task can be reassigned to another resource when the original assignment is no longer suitable. The planner can review the new resource's capabilities and availability before confirming the change.
Planning changes
Rescheduling updates the planned assignment and associated capacity information. The task remains linked to its original Service Call and retains its operational context.
Introduction
Planning decisions are influenced by the priority of the Service Call and its applicable Service Level Agreement. The planner must consider both the urgency of the request and the practical requirements for completing the work.
SLA deadlines
Service Calls can contain SLA action dates and deadlines that indicate when the service organization must respond or complete a process step. These dates help the planner identify Service Tasks that require priority when assigning available resources. The calculation and monitoring of SLA deadlines are described in the Service Calls chapter.
Service location and region
The Service Object and Service Call provide information about the service location and applicable region. This information supports the selection of suitable resources and Resource Groups, particularly when the service organization operates across multiple locations.
Material availability
Planning also depends on whether the materials required for execution are available. Service Tasks can contain forecasted item requirements. Before scheduling, the planner can review the status of relevant items, including availability, reservations, purchase orders and picking or delivery progress. Material availability does not replace resource planning, but it is an important consideration when committing to a service appointment.
Introduction
Dispatch connects the completed planning process with the resources responsible for executing the Service Tasks. Once a task has been scheduled, its assignment and planned timing provide the information needed for the technician to perform the work.
Dispatch information
The scheduled Service Task identifies the assigned resource, planned time and relevant work information. The Service Task also contains the Event Code, forecasts, Service Operations and other information required for execution.
Mobile Field Service integration
When Mobile Field Service is used, scheduled Service Tasks can be made available to the assigned technicians through the mobile application. Depending on the configuration, Confirmed tasks may also be available as unassigned work that a mobile user can assign to themselves. The mobile application supports field execution and the registration of work against the Service Task.
From scheduling to execution
Scheduling establishes the planned resource assignment and capacity reservation. Actual execution and registration are handled through the Service Task lifecycle. Once the work starts, the Service Task progresses through its execution and registration statuses until completion. The procedures for recording labor, materials and Service Operations are described in the Service Tasks & Execution chapter.