Optimiser | Troubleshooting
This page takes you through common settings to check to ensure the Optimiser runs as desired. In general, we recommend to check these areas of your system before the optimiser runs.
Appointments have to be Pooled appointments for the optimiser to reschedule to efficiently find the optimal solutions for your day's appointment. The appointments can only move within the day division and team they were booked for.
The Optimiser will use the settings/configuration used when you schedule the appointment to determine what resources are available when rescheduling appointments. This will apply to the following areas:
By default the scheduler will allow you to book the appointment to resources who cover the activity services as a primary. The scheduler has the option to change this to use Primary and Secondary, if a user selects Primary and Secondary the optimiser will have the option to reschedule the appointment to another resource who also has the service as primary or secondary.
Similar to Services, the scheduler will allow you to book the appointment to resources who cover the working area as a primary. It will use the postcode from the site and check if the resource has the postcode on their resource detail screen, working area or the setting for 'Cover all postcodes' is set to true.
The scheduler will allow a user to change this to use Primary and Secondary, if a user selects Primary and Secondary the optimiser will have the option to reschedule the appointment to another resource who may have the postcode as a primary or secondary. Appointments will only use Resource working area configuration and not the team's working area.
The third option within the dropdown on the scheduler is called unrestricted, this will allow the scheduler and the optimiser to ignore the filter on working area so it will allow all resources to be available as long as they match the other requirements such as service.
Working Time Priority
If your scheduler contains additional working time it could be restricted to particular appointments depending on the job priority. Against the Allocated Time Types you can set what job priorities can be scheduled into the time slot without the need for override priorities to be selected on the scheduler.
If your user selects override priority to book an appointment into a time slot it will be booked with this setting enabled, this will allow the optimiser to override priorities when it's rescheduling so your appointment could be moved to a different type of working time in the diary even if the priorities don't match.
On the pooled scheduler you have the option to pick individual resources within the team, if you pick a resource and refresh before scheduling the appointment it will fix it to that resource. The optimiser will be able to change the appointment time within the day division but it will not be able to schedule it to another resource.
To check if the appointment has been fixed to a resource or if you would like to remove the restriction follow these steps
Open the scheduler for the day and team you need
Double click on your appointment
Within the appointment detail window untick the box for fixed resource
Save the changes