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).
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.
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.
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".
