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A field service engineer can belong to only 1 service region. This rule applies because employee information is cached in memory for performance reasons. Also, if each Siebel Scheduler process has its own cache, then employee information cannot exist in more than 1 cache at a time. Otherwise, each instance of Siebel Scheduler produces conflicting schedules for the employee. Attempting to keep 2 service regions synchronized around common employees consumes heavy amounts of resources and is difficult to manage.
Employee data is loaded with service region data into the ABS or Optimizer cache. You can manually load data, or the Workflow Manager can automatically load data. When activities are loaded, Assignment Manager retrieves the list of eligible employees, and the ABS or Optimizer loads this data.
When you load the data for a new employee, the list of employees eligible for existing activities is not updated. The result is that the new employee might not be eligible to complete any of the existing activities, but is eligible for new activities. At the next reload of the service region and its employee data, the new employee is eligible for all activities.
You specify service regions for employees by using the Service Region field in the Service Details view in the Employees view of the Administration - User screen. All the employees for a service region are then listed on the Employees view in the Service Region List view of the Administration - Scheduling screen.
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