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  • You need at least one created and active dispatch group in order to use the optimizer with success. If there is no active dispatch group set, the Ticket Pool in Fieldcode work place (Dispatch tab) won’t display tickets and won’t display any engineers in the Timeline.
  • It is crucial to have at least one engineer assigned, otherwise group creation will not work.
  • It is crucial to have at least one area generally defined, otherwise group creation will not work.
  • An engineer can be used for multiple dispatch groups, Fieldcode admin panel therefore also offers the possibility to assign one engineer for multiple dispatch groups.

Dispatch groups are used to define workforce areas for engineers, where the service can be provided. They are helpful to better organize the work on field. In the dispatch groups tab, you can assemble a team of engineers for a specific geographic area. The purpose is to focus workforce on one area, because having a dedicated group for your location is essential in the dispatch organizing process.

You can create and edit Dispatch groups in this menu.

Expand the menu by clicking the expand arrow in the navigation  OR click directly on the Dispatch symbol to reveal all options of dispatch configuration.

Go to  Dispatch → Groups

  1. Click on the plus button to open the New group form.
  2. Fill in the Basic, Area Definition, Filters and Engineers tabs.
  1. Toggle the Active toggle to the right to mark the user as active (that means the group is shown everywhere in the system).
  2. Insert a name of your new or existing group.
  3. (Optional) Insert a description to your new or existing group for better recognition.
  4. Select the timezone your new or existing group operates within.
  5. Click Save.

The next step is to define the operation zone of your new Dispatch group.

  1. Select the country where your group operates within.
  2. Select the state where your group operates within.
  3. Select the city where your group operates within.
  4. Click on the orange SHOW LOCATION button.
  5. You should see an a area pre-selected on the little map.
    If there is more than one area, simply choose the one you want for your group by clicking on it.
  6. Click Save.

Fill in the filters tab to specify tickets that are displayed for this specific dispatch group.

You can add filters (eg. Status, Project, Country etc.) to further customize which tickets are displayed for the dispatch group.

Filters: Allows fine-tuning criteria for Dispatch Groups with the use of comparison and logical operators. Click on the plus button to add a filter.

Condition: Defines a condition for your filter criteria.

Operator: Compares the condition with the comparison (IS EQUAL TO, IS NOT EQUAL TO, IS LIKE, IS NOT LIKE, IN).

Comparison Value: Defines with which value the condition is compared.

Connector: Allows you to combine a monitored field with another monitored field (AND, OR)

The trash symbol  right next to a filter lets you delete a filter.

Example 01: You want to have one dispatch group for complete Germany, but you can’t draw complete Germany with the draw-points-button inside the map, so you have decided to draw an wider area, where Germany is within. You can add a Country filter for Germany in this case, so only Germany is defined for your dispatch group, so you give the system more precise input. The IS EQUAL comparison is case-sensitive.

Your filter would be: affectedCountry is equal to Germany

Example 02: You want to display tickets that belong to a specific company, let’s say for example BetterClimate Corp. Instead of giving it the IS EQUAL operator you could also give it the IS LIKE operator. The IS LIKE operator takes values in consideration that aren’t necessary case-sensitive. This means a ticket that would contain the name betterclimate would also be taken in consideration, because it contains something from the original value.

Your filter would be: affectedCompany is like BetterClimate Corp

The next step in the Group configuration is to assign some engineers for your dispatch group. You will see all available resources in a list view with a kilometer sign next to their name on the left side. The kilometer indication indicates how far away from the selected area the engineer is so you can more easily decide which engineers to pick for your group.

  1. Click on the engineer you want to assign to your group to transfer the engineer over to Selected engineers.
  2. Repeat Step 1 for every other engineer you want to assign to your group.
  3. Click Save.

You also have the possibility to quickly move all resources from one side to another. Simply click on ADD ALL on the left side or REMOVE ALL on the right side to do so.

The last step in the group configuration is to assign some dispatchers for your dispatch group. You will see all available dispatchers in a list view on the left side. 

  1. Click on the user you want to assign to your group to transfer the dispatcher over to Selected Dispatchers.
  2. Repeat Step 1 for every other dispatcher you want to assign to your group.
  3. Click Save.

You also have the possibility to quickly move all resources from one side to another. Simply click on ADD ALL on the left side or REMOVE ALL on the right side to do so.

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Next How to create & edit Engineer Skills
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