WFM Module
Workforce Management (WFM) is the operational execution layer for field work in tSM. It plans, schedules, dispatches, and tracks work that must be realized by technicians, workgroups, or external partners.
From architecture perspective, WFM is a business module built on top of the low-code platform:
- dynamic attributes and UI are handled by the Characteristics/Form pattern,
- process orchestration is handled by BPMN/DMN Process Engine,
- scheduling optimization is handled by OptaPlanner-based Scheduler,
- integration is exposed by Public API and module integration events.
Scope and Responsibility
WFM is responsible for:
- accepting work demand from source systems (Ticketing, Ordering, Provisioning, CRM, external APIs),
- transforming demand into executable process tasks and workforce tasks,
- matching task requirements with available resources (skills, zones, capacity, calendars),
- optimizing schedule by constraints and cost,
- supporting customer appointment negotiation,
- supporting dispatcher supervision and manual intervention,
- supporting mobile technician execution and evidence capture,
- synchronizing material usage and selected operational data with external systems.
Downstream and adjacent modules include Ticketing, Ordering, Inventory, Stock, CRM, and ERP integrations.
Detailed Subdocuments
- Work Catalogs and Resources
- Process and Task Model
- Scheduler and Appointment Management
- Workforce Order and Dispatcher
- Mobile Execution and Material Management
Operating Model Summary
| Layer | Main Purpose | Key Objects |
|---|---|---|
| Demand intake | Receive work demand | WorkforceOrder, order lines, source references |
| Planning model | Define what can be planned and by whom | Work request catalog, skills catalog, work resources, zones |
| Execution process | Define executable workflow and task sequencing | BPMN process definitions, task templates |
| Optimization | Compute feasible and cost-efficient schedules | Scheduler constraints, calendars, routing/travel matrix |
| Field execution | Complete work on-site and report outcomes | Mobile task views, checklist/actions, evidence, signatures |
| Dispatch operations | Resolve collisions and exceptions | Gantt/map views, dry-run planner, manual pinning |
Configuration Model
WFM follows the standard tSM configuration-first approach:
- Configure catalogs (work request types, skills, categories).
- Configure resource model (technicians/workgroups/contractors, calendars, profiles, zones, costs).
- Configure process/task templates and business rules.
- Configure scheduler constraints, appointment strategy, and planner modes.
- Configure UI forms/questionnaires and notifications.
- Integrate source and target systems via Public API/events.
Business Value
- lower travel and operational cost through optimized schedules,
- better SLA performance and due-date adherence,
- faster reaction to daily changes through dispatcher tools,
- improved field quality through guided mobile execution,
- operational transparency through centralized WFM data and reporting.