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ScheduleThis option enables you to schedule the technicians to attend the service requests. Here all the schedules that have been created already will be displayed by Daily wise, Weekly wise or Agenda wise. By default the schedules will be displayed by Weekly wise. Mouse over Weekly tab and click on Daily or Agenda to display schedules daily wise or agenda wise respectively. You can view previous/next week's/day's schedule by clicking on previous  and next  icons.
Each technician will be assigned with a color inorder to map them in the schedule table. To view the colors assigned to Technicians, mouse over Technicians tab. Under Weekly view and Daily view, the schedules of the technicians will be marked in the schedule table by their respective color. You can click on the color marks to view the schedule details. Under Agenda view the schedules will be listed along with Day, Start Time, End Time, Technician and Status.
You can change the schedule of the technician by clicking on his schedule color and dragging & dropping over the desired date and time. Schedules that are displayed in gray color cannot be moved/changed as the technician has attended the requests on that particular schedule. From Admin login you can view the booking percentage of the technicians under the day column for that particular day. This will help the administrator to identify the workload of the technicians for that day.
Schedule Service Requests
To schedule a service request follow the steps given below.
- Click on Add Schedule tab [Helpdesk and Service Automation-> Schedule].
- Select either New Request or Existing Request.
- If New Request is selected, a new service request will be created. Enter the Title, Description and select the Contact Name.
- If Existing Request is selected, then select the service request from Service Request box.
- Select the Service Engineer from Assign to box.
- Configure the Start Time and End Time.
- Budgeted Hours will be displayed automatically according to the start time and end time configured.
- Select either Notify now option to notify to the entered email ID now about the schedule or select Remind <selected time duration> before schedule to notify the email ID about the schedule before the selected time duration. Select the time duration, enter the Email ID and Description.
- Click on Add.
You can also configure the Calender Settings by clicking on Calender settings tab.
Calender Settings
- Enter the Time Range by selecting selecting the Start Time and End Time.
- Select the day from Weeks Starts on box. The schedule table will start from the day that is selected here.
- Select Yes or No to Show Weekends in the schedule table.
- Select the Default view.
- No of on-site technicians will be automatically displayed according to the number of technicians available. You can change to the desired value.
- Hours per day will show 8 by default. You can change to the desired value.
- Booking status cannot be edited.
- Click on Save Settings.
[Back to Getting Started]
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