Create a task ordering rule

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • Create a task ordering rule for dynamic scheduling to prioritize tasks.

    Before you begin

    Role required: admin

    About this task

    Dynamic scheduling uses task ordering rules to determine the order of tasks. Task Ordering Rules govern the sequence in which tasks appear in a dispatcher's or agent's queue. Rules can be set based on parameters like due date, priority, or estimated work duration. This helps in tackling the most urgent tasks first and better aligns with business objectives. You can create multiple rules to define how tasks are ordered. The rules are evaluated based on the values in the Execution Order field.

    How task ordering rules work:
    • The rule with the lowest value determines the initial task order. For example, you can create a rule to sort tasks based on their Priority (P1, P2, P3, etc.).
    • The rule with the next lowest value determines the order within a subset of tasks. For example, you can sort all P1 tasks by their SLA due date.
    • Rules are evaluated in the execution order, moving to the next rule only when task values are equal.
    Task dependencies: Task dependencies can override task ordering rules.
    • If a task has downstream tasks, it cannot be unassigned.
    • If an upstream task gets reassigned and a downstream task is assigned, the upstream task is scheduled before the downstream task starts.
    • If an upstream task is unassigned, the downstream task remains unassigned.
    • If an upstream task is assigned, the downstream task waits until the upstream task is completed.
    • If an upstream task has a lower priority, the downstream task waits until the upstream task is assigned.
    Types of task ordering rules
    • Simple rule
      • Sorts tasks based on one selected field from the task table.
      • Choose either ascending or descending sort order.
    • Advanced rule
      • Sorts tasks based on selections from two unrelated tables.
      • Requires a reference field to connect the task table and another table. For example, you can sort work order tasks based on SLAs stored in the Task SLA table.
    Priority Based Ordering Rules: Dynamic scheduling provides two priority based ordering rules.
    • Work order task: This rule uses the Priority field on the work order task record and the a to z sort order to determine the order of the tasks to be scheduled. Execution Order 100.
    • Work order: This rule uses the Priority field on the work order record and the a to z sort order to determine the order of the tasks to be scheduled. Execution Order 200.
    Use Cases and Scenarios:
    • Healthcare: An advanced rule could prioritize equipment maintenance tasks based on the criticality of medical devices.
    • Manufacturing: A simple rule might prioritize tasks based on downtime cost per hour for machinery.
    • Retail: Advanced rules can sort tasks by store footfall data, ensuring that highly-trafficked locations are serviced first.
    • Utilities: Simple rules can prioritize tasks based on emergency levels, such as power outages affecting critical infrastructure.

    Procedure

    1. Navigate to All > Field Service > Administration > Dynamic Scheduling Configuration.
    2. In the Task Ordering Rules related list, click New.
    3. Fill in the fields on the Task Ordering Rule form, as necessary.
      Table 1. Task Ordering Rule form
      Field Description
      Name The task ordering rule name.
      Execution Order Specify the order in which this rule should be evaluated. The rule with the lowest value will determine the initial task order.
      Dynamic Scheduling Config Select the dynamic scheduling configuration to which this ordering rule applies.
      Advanced Select if you want to create an advanced task ordering rule. This will display additional fields.
      Sort Table Select the table that contains the tasks to be sorted.
      Sort Field Choose the field based on which the tasks will be sorted.
      Sort Order Select the desired sort order, either ascending (a to z) or descending (z to a).
      Task Field Specify the field on which the tasks will be sorted.
      Task Table For an advanced ordering rule, this field displays the table that contains the tasks to be sorted.
      Connecting Task Field Select the field that establishes a relationship between two unrelated tables.
      Aggregate Function Choose the aggregate function to apply when there are multiple rows for a task. For example, MIN, MAX, COUNT, SUM.
    4. Click Submit.

    Result

    The task ordering rule is created and determines the order in which tasks are prioritized for dynamic scheduling based on the specified criteria.

    What to do next

    Create a task unassignment constraint