Currently, the SM Service Site Primary Technician only auto-populates to the Generated PM Work Orders. I think that the Primary Technician, if entered on the SM Service Site, should populate on any work orders created, but can be manually overridden if necessary. It might also make sense for it to auto-update if the first trip is assigned to someone else.
Frank Koszak
| Company | ABM Franchising Group |
| Job Title / Role | Accounting Application Specialist |
| I need it... | 1 month |
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Comments are from Liz Heisel @ ABM:
In our legacy systems, if a preferred technician was setup on the site, when a PM call generated it would “auto assign” the call to the technician. It was actually a setting that you could turn on and off, so if I could pick I’d want something similar. We then had filters for work orders assigned to a technicians. It didn’t need to have a trip to be “assigned” in the technician filter and it would server as guide to the dispatcher on who is recommended. We would also get a warning if the dispatcher attempted to assign a “non preferred” technician. The user could bypass but the system tried to lead a horse to water.
The f4 feature on the work order is not automated. In order to determine the “preferred technician” the dispatcher would have to open the SM work order, do an F4, and then attach the preferred technician. It’s not automating steps to quickly dispatch, in fact, it’s actually adding a step.
Keep in mind that your dispatcher is typically working off of the dispatch board. They are dragging work orders from the work order inquiries and building a schedule(especially for PM’s). If I don’t insert a manual step to check every work order, I can go grab a work order and drag it to a technician schedule even if they are not the preferred technician. For service calls I’m at least looking at the SM Work order, BUT it’s still really easy to forget to f4 and check the preferred technician field. Not to mention I can apply the preferred technician, but then get to the dispatch board and drag a call to another technician VERY easily. I just ran a test where I had a preferred technicians and dragged it to another user and there were no warns.
Ideally the preferred technician get automatically associated to the work order for the preferred technician where it can be identified on the dispatch board somehow, and then if the dispatcher attempts to go against the preferred they get warned but would be allowed to continue. If this could be toggle to turn on and off that would also be ideal as that is what our users are used to.
If you need to discuss feel free to contact me.
Thanks,
Liz