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Using central dispatch

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Using central dispatch

You can display a task or a user form, assign work order tasks, and search work order tasks or field service agents using central dispatch.

Display a task form

Display a work order task form from central dispatch.

Before you begin

Role required: wm_dispatcher or admin

Procedure

  1. Navigate to Field Service > Dispatching > Central Dispatch.
  2. Click a task number in the Tasks list or double-click a task bar in the calendar view.
    The task form opens on top of central dispatch.
  3. If necessary, make any changes to the task form.
  4. Click Update.

Display a user form

Display user information for a field service agent from central dispatch.

Before you begin

Role required: wm_dispatcher or admin

Procedure

  1. Navigate to Field Service > Dispatching > Central Dispatch.
  2. Click an agent name in the Team list.
    The User form opens on top of central dispatch. This form includes information about the agent, including current schedule status.
  3. If necessary, make any required changes to the task form.
  4. Click Update.

Assign a work order task using central dispatch

Assign a work order task to a field service agent from central dispatch.

Before you begin

Role required: wm_dispatcher or admin

About this task

You can assign tasks that have a state of Pending Dispatch. You can also reassign tasks.
When assigning and dispatching work order tasks, consider the following:
  • The length of time required to complete a task
  • The window of time in which a task must be completed
  • The schedule and availability of the agents with the necessary skill sets
  • The availability of required parts
  • The impact on other tasks

Procedure

  1. Navigate to Field Service > Dispatching > Central Dispatch.
  2. Do one of the following:
    • Click a task bar in the calendar and drag it to an agent in the Team list.
    • Select a task in the Tasks list and click the auto assign icon (Central dispatch task auto assign icon).
  3. Confirm the assignment information in the work order task window, including the agent in the Assigned to field.
  4. Click Update.
    The task is displayed on the calendar next to the agent's name and the task bar color indicates that the task has been assigned.

Search work order tasks

Search the tasks in the central dispatch Tasks list.

Before you begin

Role required: wm_dispatcher or admin

About this task

You can search on the following fields:
  • Task number
  • Short description
  • Assignment group
  • Dispatch group
  • Assigned agent
  • Location

Procedure

  1. Navigate to Field Service > Dispatching > Central Dispatch.
  2. Click the search icon in the Tasks list header to expand the search field.
  3. Type the search term in the search field and press the Enter key.
    The tasks that meet the search requirements are displayed in the Tasks list.
  4. To clear the search and display all tasks, delete the search term and press the Enter key.

Search field service agents

Search the agents in the central dispatch Team list.

Before you begin

Role required: wm_dispatcher or admin

About this task

You can search on the following fields:
  • Agent name
  • Assignment group
  • Assignment group manager
  • Location

Procedure

  1. Navigate to Field Service > Dispatching > Central Dispatch.
  2. Click the search icon in the Team list header to expand the search field.
  3. Type the search term in the search field and press the Enter key.
    The agents that meet the search requirements are displayed. If agents are not available for the selected time period, a message displays indicating the agents are not available. Click Show all team members to display agents available for all time periods.
  4. To clear the search and display all agents, delete the search term and press Enter.
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