Tip: You can use filters for better results
Fully automated dispatching and JiT Publishing Features are only available for customers with an Enterprise plan.
About auto-dispatch/just-in-time publish
The first decision admins will face is to decide how the system will treat tickets. You are able to decide if you want to let the system auto-dispatch tickets or if tickets should be dispatched manually. Further, you can decide if you want to let the system also let just-in-time publish tickets to the engineers’ FMA app. Tickets will then be automatically transferred to the engineer without the need for manual actions, in case they have been scheduled by a dispatcher.
Automated dispatching
This Feature is practical if you want to automatize processes in your company and highly rely on automation. It is therefore best suited for bigger projects, and bigger companies.
If Automated Dispatching is activated tickets that enter the system are dispatched to engineers automatically for a particular selected Dispatch group. The Dispatch tab is grayed out if this functionality is used. Dispatchers, therefore, don’t need to schedule tickets manually anymore. When Automated Dispatching is activated – depending on the Preset you selected under the Service Delivery tab tickets will be dispatched automatically accordingly without no more user interaction required.
Manual dispatching
This Feature is practical if you want to fully control the dispatching process in your company and rely on human decisions. It is therefore best suited for smaller projects and small companies.
If Automated Dispatching is deactivated or no Business/Enterprise plan is activated tickets will need to be dispatched via user-interaction. You can either drag & drop tickets manually from the Timeline or use the Scheduling Assistant to dispatch tickets if the Manual Dispatching procedure is used.
Just-in-time publishing
This Feature is practical if you want to inform your engineers automatically about new tickets.
It is therefore best suited for everybody.
If Just-in-time publishing is activated tickets that are on the Timeline will be automatically pushed to the engineer’s mobile app. In this scenario, engineers are immediately aware of the ticket and the dispatcher saves a step in the ticket’s progress. The Just-in-time publishing toggle works great in combination with Automated Dispatching and is a big time-saver for Enterprise subscribers.
How to setup dispatching automations
- Inside the Admin panel go to Projects and More -> Dispatch Groups.
- Select the group for which you want to activate or deactivate automation.
- In the Basic tab activate or deactivate the Automated Dispatching and Just-in-time toggles.
If the Enterprise subscription is activated both toggles are set to active by default, so the system takes smart decisions. If the Enterprise subscription is not activated both toggles will not be visible to you and everything will be set to manual by default.
| Setting | What happens? |
|---|---|
| Activate fully-automated dispatching | Optimizer takes tickets automatically from the Dispatch tab and auto-adds them to the Timeline with no further user-interaction. |
| Activate just-in-time-publishing | Optimizer publishes tickets automatically to engineers mobile app with no further user-interaction. An advanced just-in-time method is used. |
Automated Dispatching summarized
| Setting | What happens? |
|---|---|
| Deactivated fully automated dispatching; Deactivated just-in-time-publishing | Optimizer is not active - Tickets need to be forwarded to engineer manually |
| Deactivated fully automated dispatching; Activated just-in-time-publishing | Optimizer is not active - Tickets are forwarded to engineers automatically |
| Activated fully automated dispatching; Deactivated just-in-time-publishing | Optimizer is active - Tickets need to be forwarded to engineer manually |
| Activated fully automated dispatching; Activated just-in-time-publishing | Optimizer is active - Tickets are forwarded to engineers automatically |