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Routing assigned an activity to a Resource that does not have the Work Skill required for the activity
Answer ID 11210   |   Last Review Date 10/27/2019

Why did Routing assign an activity to a Resource that does not have the right Work Skills to perform the work?

Environment

Oracle Field Service (OFS)

Issue

I don't understand why Routing assigned an activity to a Resource that does not have the appropriate work skills to perform the activity.

Resolution

It is possible that Routing will assign an activity to a Resource that does not have the Work Skills to do the job if the conditions below are met: 

1 - This Resource is working as part of a Team with another Resource(s) that has the required Work Skill or does not have any Work Skills assigned (meaning that this Resource has all the Work Skills configured in the system).

Resource hint in Resource Tree displays Tech3 assisting Tech2

2 - In Configuration > Resource Type, the setting  'Share work skills in teamwork (team-member only)' is selected. This setting enables the Resource to share Work Skills with the team holder.

Configuration > Activity Type > Share work skills in teamwork (team-member only) option is checked.

3 - In Configuration > Work Skills, the specific Work Skill has parameter 'Sharing of the skill in teamwork ' set to: Maximal, Minimal or Summary.

  • Maximal — Team gets the maximal work skill level of all the team members (default).
  • Minimal — Team gets the minimal work skill level of all the team members.
  • Summary — Team gets the total sum of work skill levels of all the team members. The work skill sharing parameters will define if a specific activity can be assigned to a team-holder but not higher than 100.

Edit work skill screen for Downgrade work skill displays Sharing of the skill in teamwork parameter set to Maximal

For more information on how the values Maximal, Minimal and Summary affect the Work Skill sharing, please visit OFSC Admin Guide and see the section "Create a Work Skill".