Determining at What Level to Schedule
Use the To Be Scheduled field
to identify incidents and service orders that need to be scheduled.
You can select this field at the Incident, SRO header, SRO line and
SRO operation level, to give you flexibility in how you schedule partners.
However, in most cases a company will choose to schedule at only one of
these levels:
- Incidents: Schedule appointments
at this level based on the initial call, when you need to send a partner
to either evaluate the situation or provide a quotation.
- SROs: Schedule appointments at
this level if you do not use incidents, or if you want to leave the
incident available for troubleshooting within the call center and
dispatch a partner only when needed.
- SRO Lines: Schedule appointments
at this level if your company is asset based and wants to match partners
to specific units that need to be serviced.
- SRO Operations: Schedule appointments
at this level if there are multiple tasks on each service order that
are performed by multiple people. If all of the operations are performed
by the same partner, then use one of the higher levels to prevent
too much data being presented to the dispatchers.
When you select this field, the Task to be Scheduled area of
the Service Schedules
form is populated with the applicable incidents, SROs, lines, and/or operations
that can then be dragged and dropped onto the schedule board to assign
a specific partner.
Setup Tip
Use the To Be Scheduled field on the Service
Parameters form to set the default value of this field
on the Incidents form. Use the To Be Scheduled field on
the SRO Templates form to set the default value of this field for
service orders.
Related Topics
About
Scheduling