Procedure involved in taking appointments
You can make appointments directly on the work order once it is created.
Appointments are made for a resource pool or a service resource. Only the resource pool that provides all the skills or service items for all the service lines that are required, are included on the work order. To increase the option of selecting more than one resource pool you can opt to ignore the product availability while checking for resource pool availability. Appointments can be slot-based or calendar-based.
Slot-based appointments
When an appointment is slot-based, the start and end time of the appointment indicate the actual time slot. If the resource pool is time-based, the difference between promised appointment start and end dates indicate the required capacity. Slot-based appointments can be made for either a resource pool or a service resource.
Calendar-based appointments
When a calendar-based appointment is made for a non time-based resource pool, the required capacity should be specified. If a service resource is specified together with the resource pool, capacity, service region and skill validations are performed. The required capacity is blocked against the specified service resource or resource pool.
Work order creation and appointment planning example
The following example demonstrates the creation of a simple work order and appointment planning:
A customer orders a TV with installation that requires a total of 2 hours, 0.5 hour is fixed capacity and 1.5 hours variable capacity.
The customer also orders a DVD player
with installation that requires 1 hour of fixed capacity and 0.5 hour
of variable capacity. The sales person takes the customer's order,
and creates a work order by selecting both installation service lines
(TV-Install and DVD-Install) and specifies the ship node as his own
store. TV-Install and DVD-Install have the current work order field
stamped with WorkOrderKey.
Work Order is created with provider organization as the owner of the Ship Node. The requested capacity is 3 hours (sum of required quantities 2 and 1 hours). The sales person checks for an appointment and offers available slots to the customer. The slot on November 12 from 9:00 AM to 12:00 PM is selected. The appointment status shown as Open, and the appointment is shown on the work order header and both order lines (TV-Install and DVD-Install). Thus 3 hours of capacity is blocked between 9:00 AM - 12:00 PM on November 30 for specified resource pool which in this case is the retail store.