Real-Time Scheduler Integration

In a typical field service scenario, technicians are sent to a customer's location to do a job such as performing an installation, upgrade, or repair. Real-Time Scheduler is an external application that performs the scheduling ERD (see the following figure for an example). Scheduling involves matching an available service technician with a job or service request. Each job includes a set of necessary skills. For example, installation of a set-top box might require a skill, such as training in electrical wiring. Each technician has a distinct set of skills. The job of the scheduler is to find the best technician who is available and has the necessary skills to perform the job.

The following information is mastered and stored in the Siebel application:

• Technician details (name, phone number, and so on.)

• Technician schedule and availability

• Technician skill set

• Job details

• Job skills (skills required to accomplish the job)

• Service requests for jobs

Real-Time Scheduler can use this information to prepare a schedule that contains a timetable for each technician. To enable this, the Siebel application must use the Real-Time Scheduler Web service to pass the skills needed to do the job to the Real-Time Scheduler.

The following table lists the entities in this ERD and their corresponding tables.

Entity	Table
Address	S_ADDR_PER
Buscomp	S_BUSCOMP
Buscomp Field	S_FIELD
Business Object	S_BUSOBJ
Resource Scheduler Rule Criteria Value	S_RS_CRIT_VAL
Resource Scheduler Object Link	S_RS_OBJ_LNK
Resource Scheduler Object Link Relation	S_RS_OBJLNK_REL
Resource Scheduler Skill Rule Criteria	S_RS_RULE_CRIT
Resource Scheduler Rule Definition	S_RS_RULE_DEF
Resource Schedule Item	S_RS_SCHD_EVENT
Resource Scheduler Skill Item	S_RS_SKILL_ITM
Resource Scheduler Skill Set	S_RS_SKILL_SET
Technician	S_USER