Scheduling and dispatch

Assign a work order

1. Open the Work Order (or the planning board).
2. Choose Assign.
3. Pick one or more Technicians or a team, and a time window.
4. Save the Assignment. Wait for confirmation from the server; a failed save keeps the dialog open with an error.

A Work Order can appear only once on the effective plan. Move its existing Assignment instead of adding a duplicate.

Plan and publish the schedule

1. Open Field Service → Schedule (planning board).
2. Drag or edit Assignments until the day or week looks right.
3. Resolve conflicts (overlapping jobs, missing skills) highlighted by the board.
4. Click Publish so technicians see the confirmed plan.

The backlog groups unscheduled Work Orders under their Ticket title and customer, and calendar events show the time and title. Search by title, customer, or Ticket title. Plan new work opens with no technician preselected; suggested slots appear once you choose one.

Unpublished drafts stay visible to planners only. Publishing requires publish permission and rechecks leave and completion cutoffs. Resolve reported conflicts before retrying. If required HR or Work Order checks are unavailable, publication fails.

Unplanning a published Assignment records a pending removal: technicians still see the original until you publish. Discard restores the original plan. The unpublished-changes badge counts all changes that Publish would apply, including removals outside the currently displayed calendar range.

Customer view of visits

Customers with portal access can see upcoming scheduled visits for their Sites. Keep Assignments accurate before you publish so portal information stays trustworthy.

Routes and directions

Technicians can open their daily route with turn-by-turn directions from the mobile or web technician view when geo routing is configured for your tenant.

The route follows the planned start times and shows the day as a timeline: time slot, duration, title, customer, site and address, and the travel distance and time between stops. A delay risk badge warns when travel does not fit between two slots. A stop without GPS coordinates keeps its place with a no GPS badge. Planners should ensure Sites have usable addresses.