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Workforce Management API

  • 1.  Workforce Management API

    TM Forum Member
    Posted May 04, 2020 08:49
    Hi,

    does anyone know the state of the Workforce Management API.
    It is implicitly mentioned in the Appointment API, but I cannot find anything about it.
    Does it exist, is there a plan or roadmap for something like this.
    Do you model Work Orders different?

    Thanks for any help,

    Markus Wolf

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    Markus Wolf
    T-Systems International Services GmbH
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  • 2.  RE: Workforce Management API

    TM Forum Member
    Posted May 04, 2020 09:05
    Hi Markus
    I am not aware of any plans for Workforce Management API at this time, but maybe I am not exposed to the full plans.
    Referring to Open API leads for further clarity: @Alan Pope,​ @Ludovic Robert, @Andreas Polz
    Hope it helps
    ​​​

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    Jonathan Goldberg
    Amdocs Management Limited
    Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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  • 3.  RE: Workforce Management API

    TM Forum Member
    Posted May 04, 2020 10:38
    Hi Jonathan,

    thanks for your reply. It may be that I am new to TMF and and currently stumbling about.

    I am currently a bit confused when reading documents here. As far as I can see in document "Information Framework Suite, GB922 Workforce, Release 17.5.1" (https://projects.tmforum.org/wiki/display/PUB/GB922+Workforce+R17.5.1) there is something called  "WorkOrder ABE". Similarly in document "GB992 Open API Map" (https://projects.tmforum.org/wiki/display/PUB/GB992+Open+API+Map+R18.0.1) I see a planned Workforce Management API. In the Appointment API I also see references to this API, but I cannot find this API anywhere.

    The model differences (https://projects.tmforum.org/wiki/display/PUB/GB922+Information+Framework+Model+Differences+R19.0) then give the impression that WorkOrder ABE has been deleted. As a newcomer, this is all very confusing to me.

    Is there a modelling of manual or field service tasks in TMF or not? If it is out-of-scope, this would be also helpful for me to know this.

    If you, or anybody else has helpful pointers, this would be appreciated.

    Thanks a lot!

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    Markus Wolf
    T-Systems International Services GmbH
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  • 4.  RE: Workforce Management API

    TM Forum Member
    Posted May 05, 2020 05:12
    First, welcome to the TM Forum! Hope you find the forum's materials productive and helpful for your business.

    Let's separate between the Information Framework (the SID), with the GB922 documents on the one hand, and the Open API on the other.
    For the SID, it would best to confer with SID leaders @Cecile Ludwichowski and @Dirk Rejahl. They can perhaps guide you regarding work order. But at least as far as I can see when browsing SID 19.5 the Work Order ABE is present.

    Regarding the ​​Open API - the Open API map document represents a total view of possible APIs, without any commitment to planning.
    The published 19.0 version of the Appointment API makes no references to work order, except in the examples, which I agree could be misleading.

    Hope it helps.

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    Jonathan Goldberg
    Amdocs Management Limited
    Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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  • 5.  RE: Workforce Management API

    TM Forum Member
    Posted May 05, 2020 07:25
    Thanks Jonathan, this cleared up some of my confusions.

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    Markus Wolf
    T-Systems International Services GmbH
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  • 6.  RE: Workforce Management API

    TM Forum Member
    Posted Jun 07, 2020 14:46
    Hello,
    I too am looking for information on Workforce Management APIs. Have these been planned? Where can I get more info on this?
    Another question - typically a service fulfilment or assurance workflow would require tasks to be performed by different teams (other than field forces). Such tasks would have to be assigned to teams/team members based on skills, shifts, etc. Would these also be handled using the Workforce Management APIs?

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    Shridhar Kulkarni
    Tech Mahindra Limited
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  • 7.  RE: Workforce Management API

    TM Forum Member
    Posted Jun 08, 2020 07:51

    Hi,
    We're currently implementing a Field Service solution.
    I was looking for Workforce Management APIs at the beginning of the project, but after consideration, found that  Appointment & Service Ordering APIs are sufficient to provide access to workforce management capabilities for fulfillment & problem management stacks.

    In fact, Workforce management applications provide to the environment physical human works As-a-Service.  In the context of fulfillment, it means - WFM realizes "human works" RFS. So getting those works done in scope of fulfillment flow does not differ from triggering any other RFS order.

    It would be interesting to hear your opinion.



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    Simon Kuzin
    SingTel Optus
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