FSM Support Group and Business Hours Configuration

Overview

This guide walks administrators through the configuration steps required on the Helix platform to enable the Optimizer API integration for a Support Group. Configuration covers the following: assigning the correct Support Group Role, setting Business Hours and defining Public Holidays.

Support Configuration

The following sections describe each configuration area in sequence. Complete all three steps for each Support Group before using the Optimizer API.

Update Support Group Role to Field Services

The Support Group must be assigned the Field Services role before it can be used with the Optimizer API.

Step 1	From the Midtier landing Console, navigate to Applications > Administrator Console > Application Administration Console.
Step 2	Select the Company from the Configuration for Company drop-down.
Step 3	From the results list, select the Support Group that needs to be changed to the Field Services role.
Step 4	Select Field Services in the Support Group Role drop-down.

 

Figure 1 — Support Group Role set to Field Services

Configure Business Hours

Business hours define the working window used by the Optimizer when scheduling work orders. Each Support Group must have its own hours configured.

Step 1

Click on the Business Hours and Holidays tab.

Figure 2 — Business Hours and Holidays tab

Step 2	Click the first Update button to open the Business Hours configuration.
Step 3	In the pop-up, set the Start Time and End Time for each working day applicable to the Support Group.
Step 4	Select the correct Time Zone for the Support Group.
Step 5	Click Save.

 

Figure 3 — Business Hours pop-up: start/end times and timezone

Note:  The timezone set here must match the timezone passed in the Route Solver requests for this Support Group. The TSP Solver uses IANA timezone, which is already configured on the FSM:CFG:Time Zone form.

Configure Public Holidays

Public holidays are excluded from the scheduling window. Add all applicable holidays for the Support Group before the planning period begins.

Step 1	Click the second Update button to open the Business Holidays configuration.
Step 2	Select each holiday from the available list and click Add to include it in the Holiday list.
Step 3	Repeat for all applicable holidays.
Step 4	Close the window once all holidays have been added.

 

Figure 4 — Business Holidays selection

Note:  Holidays must be added individually.