Manage work orders as a dispatcher

Dispatchers assign pending work orders to service groups or engineers. Service group dispatchers receive their group's work orders and assign engineers within that group.

Overview

Role	Responsibility	Default assignment scope
Dispatcher	Process organization-level pending work orders	Service groups or engineers
Service group dispatcher	Process work orders assigned to their service group	Engineers in that group

On the web, you can dispatch from a list, map, or configured Gantt chart. The App supports engineers and collaborating engineers, but not map dispatch.

Before you begin

IMPORTANT

• Organization-level dispatch requires the Dispatcher role.
• Group dispatch requires the Service Group Dispatcher role.
• Reassignment requires permission for the Reassign action. Ask an administrator if it is unavailable.

Procedure

Manage pending work orders on the web

1. Go to Tasks > Work Orders Pending Assignment.

   

2. To change displayed fields, select Settings, choose fields, and then select Apply.

   

3. Select a work order, then select Assign Work Order.

4. Choose the target and method:

   • To assign a team, see Assign a service group.
   • To assign an individual, see Assign an engineer.
   • To plan by location or time, see Dispatch with Gantt charts and maps.

5. Verify the work order and target before submitting.

Assign a pending work order in the App

Before starting, confirm that an administrator added Pending Assignment to the Service Pass workspace.

1. In the workspace, open Pending Assignment.
2. Select a work order, then select Assign Work Order.
3. Select the responsible engineer and any collaborating engineers.
4. Select OK.

NOTE

The App does not support map dispatch. Use the web to find nearby resources.

Reassign an assigned work order

1. Find the work order that requires reassignment.
2. Select Reassign in the action area.
3. Select a new target and submit.

Expected result

• The work order records the assignment or reassignment.
• The next owner can continue the configured process.

Notes

• Service group dispatchers can normally select only engineers in their group.
• Map dispatch is available only on the web.
• Administrators control access to reassignment, rejection, and transfer actions.

Related topics

• Assign a service group
• Assign an engineer
• Dispatch with Gantt charts and maps
• Reject, transfer, or reassign work orders