Dispatching work order tasks

When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks from the task form or task map, or by using central dispatch.

When all of the associated tasks are qualified, the state of the parent work order changes to Qualified. If you have already sourced parts and created transfer order lines, you are ready to begin dispatching work order tasks to agents. Users with the following roles can dispatch work order tasks: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin.

You can dispatch work order tasks to qualified work agents from these locations:
  • Dispatch queue: Dispatch tasks to agents from task records.
  • Task map: Dispatch tasks to agents using a Google map with geolocation.
  • Central Dispatch: Dispatch tasks to agents using the central dispatch board, which provides drag-and-drop capabilities to assign and dispatch tasks.
Note: Central Dispatch replaces Visual Dispatch in the Helsinki release.

Dispatch a work order task from the dispatch queue

You can dispatch a work order task from the dispatch queue.

Before you begin

Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin

Procedure

  1. Navigate to Field Service > Dispatching > My Dispatch Queue.
  2. Open a work order task.
  3. Select an Assignment group.
  4. Select an individual agent in the Assigned to field.
    The lookup list displays all of the agents in the selected assignment group.
  5. Click Update.

Dispatch a work order task from the task map

You can dispatch a work order task from the task map.

Before you begin

Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin

About this task

In some cases, you might need to dispatch an urgent task or reassign a task to an alternate agent if the assigned agent is delayed or otherwise unable to perform the task. Only users with the wm_dispatcher or wm_initiator_qualifier_dispatcher role can display their tasks on the dispatch map directly from a task record and see the available agents nearby who have the skills to perform the task.
Note: A task cannot be displayed on the dispatch map without a location that has latitude and longitude defined.

Procedure

  1. Navigate to Field Service > Dispatching > My Dispatch Queue.
  2. Open the task you want to dispatch or reassign.
  3. Click View Task on Map.

    This button is only visible if the task contains a location with a defined latitude and longitude. The map that appears displays a red task icon with a black spot for the task, and shows icons for all nearby agents.

  4. Click View Filter.
  5. Select a skill level for the agents to display in the map.
    • Match all needed skills
    • Match some needed skills
    • Match none of skills
  6. Click Apply Filter.

    The resulting list shows the agents on the map who match the skills selection.

  7. Click an agent icon to show the agent's name, skills, and schedule.
  8. Click the icon beside the agent's name to assign the task to that agent.
    Figure 1. Assign single task
    Assign single task

    If the task can fit within the agent's schedule, the task is assigned to the agent and a confirmation message is displayed. If the agent's schedule cannot accommodate the task, the system displays a failure message and allows you to select a different agent.

Auto-dispatch a work order task

Automatically match a task to a nearby agent who has the necessary skills and a schedule that can accommodate the task.

Before you begin

Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin

About this task

Auto-dispatch evaluates an agent's dispatch group, assignment group, location, or skills before assigning a task.

Procedure

  1. Open a task.
  2. Click Auto-Dispatch.
    The system assigns the work order task to the selected agent. If the system cannot find an appropriate agent, it displays a failure message and leaves the task in the Pending Dispatch state.

Request additional work order task information

If there is not enough information in the task record to dispatch a work order task, you can request more details from the qualifier.

Before you begin

Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin

Procedure

  1. Navigate to Field Service > Dispatching > Dispatch Queue.
  2. Open a work order task in Pending Dispatch state.
  3. In the Work Notes field, enter a reason for returning the work order task.
  4. Click Request more information.

    The task state changes to Draft and the work order state changes to Awaiting Qualification. If Field Service Management is configured for automatic qualification, the work order state remains at Qualified.