Sometimes a job cannot be closed due to open appointments. Customers should correct these appointments through the front end, by navigating to the service module, removing the times entered to the appointment already, then navigating back to the job, highlighting the appointment (which now has no entered times) and hitting delete on their keyboard.
If the appointment cannot be removed this way, or the system caused the data to show incorrectly (as opposed to simple data entry error), support should remove the appointment in its entirety through the backend. Note that support should remove the appointment, NOT update the times on it. This is because most customers have their setup directed to send labor to the GL, and appointments we update this way will not do so, causing discrepancies in their job cost reporting.
If the appointment cannot be removed from the front end, or the issue was caused by the system , and the customer's setup does NOT send labor to the GL, you may choose to add the missing departed time for the customer through data work. See below.
Step 1. This script finds the job, needed to find the Job_id, you only need to enter the job number where the xxxxx, leave the apostrophe’s, the code needs it.
select * from oe_job where job_code = ‘xxxxx’
Step 2. The script below finds the appointment times, this is why the Job_id was needed. This verifies the appointment that you need to update. Notice how the bottom list matches what is in the Job above,and notice how the departure date and time only has the time, this is what needs to be updated.
select * from oe_job_dispatch where job_id = xxxxx
Step 3. The script below will populate the departure time. Notice the example below, you only update the bold areas. Notice the 12072 dispatch_Id will match the line you want to update. All the punctuation is needed for this script.
//update oe_job_dispatch set departure_time= '3/21/2023 1:00:00 PM' where dispatch_id = 12072
