Service Service Ticket Overview Creating & Processing Service Tickets
Creating and Processing Service Tickets (continued)
Dispatching the Technician
11. Technicians may be dispatched in real time (Live Dispatching) or dispatch times may be manually entered at a later time if this is your company process. When Live Dispatching is used, the current date and time is recorded to the Technician Appointment Times. Both dispatching methods will be described.
Live Dispatching
Live Dispatching may be performed from one of three locations; the Appointment Summary, the Service Ticket Queue or from the Tech Appt form of the Service Ticket. Each method will be described on the following pages.
Live Dispatching from the Appointment Summary
As Technicians are dispatched to appointments, the background color of the appointment will change. Once the User becomes familiar with the color coding, they will be able to know at a glance the dispatch status of all appointments. This color coding helps the Dispatcher to work in a proactive mode. If an appointment has not yet been dispatched and the appointment time is approaching, the Dispatcher may call the customer to let them know the technician is running behind or perhaps may need to reschedule the appointment to another technician.
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