Manage technicians on appointments

Overview

You can manage technicians on an appointment from the office in the Scheduled Appointments section of the job record or from the Dispatch Board. Managing technicians ensures optimal workflow for your business and your customers.

Assign, unassign, or reassign technicians from a job record

You can assign your first technician using the quick action button on the appointment card in a job record. After that, the quick action button will update to the next likely action. For example, Dispatch and then Arrive.

The bottom of each appointment card shows the technicians assigned to that appointment and their current status. To reassign an appointment, first unassign the current technician. To unassign technicians who are working on an appointment, first mark the appointment as done. To unassign technicians from a completed job, first cancel their dispatch.

1. Search for the job.

2. Go to the Scheduled Appointments section.

3. Click the Moreicon.

4. Click Assign/Unassign.

5. Select the technician you want to assign or unassign.

   Note: You can use search to find a technician or scroll down the list. Technicians already assigned to the appointment will have a checkmark next to their name.

            

   Tip: You can click Edit to do a bulk edit of all the appointments on a job when you want to assign or unassign technicians on multiple appointments. You can also click the Pencilicon to assign or unassign using the Technicians dropdown in Edit Appointments or you can use the Assign quick action button on the appointment card if no technicians are assigned to the appointment.

    

   When you update the assigned technician for a job, you can also update the Inventory Location for the job's invoice items. On the Update Inventory Location? pop-up window that opens, select whether you want to update the inventory location to the new technician for all inventory items on the invoice (Equipment and Materials) or for Materials Only.

Note: If you don't have inventory items assigned to the invoice for the job, the Update Inventory Location? pop-up window will not appear.

Assign, unassign, or reassign technicians from the Dispatch Board

If you need to assign, unassign, or reassign an appointment to a different technician, you can do that quickly from the Dispatch Board.

1. Go to the navigation bar and click Dispatch.

2. Click the date on the Dispatch Board and choose the date of the appointment you want to change. 

To add a new technician to an appointment, right-click it then select Reassign. Click the dropdown arrow and select the name of the technician. You can also type the name of the technician then click their name. When you're finished, click Assign.

To remove a technician from an appointment, right-click it then select Reassign > Remove> Unassign. If there was only one technician, the appointment moves to the Unassigned tab in the Job Tray.

Tip: In the technician list that appears when you assign, unassign, or reassign an appointment, you can reference the color-coded dots next to a technician's name to identify their availability:

• Gray dot: Shown if the technician is unavailable due to a job assignment, a non-job event, or an Off shift.

• Orange dot: Shown if the technician has no commitments, is not on an Off shift, and has an On-Call shift.

• Green dot: Shown if the technician has no commitments, is not on an Off shift, and has a Regular shift.

• No dot or white dot: Shown if the technician has no commitments and no shift.

Note: Working, Dispatched, and Done appointments can't be unassigned.

Mark a technician as done on an appointment

When a technician is ready to leave an appointment, you can mark them as Done Working. To do this, there must be another technician on the same appointment and the other technician must be in Scheduled, Dispatched, or Working status.

Note: If you're not able to mark a technician as Done Working, you can instead mark the appointment as Done. If there is only one technician on the appointment, you'll need to complete the job to mark them as Done. For more on how this works, see Manage appointments.

To mark a technician as Done Working:

1. Search for the job.

2. Go to the Scheduled Appointments section.

3. Click the More icon.

4. Select Done Working.

5. Choose the technician you want to mark as Done.

Tip: You can also mark a technician as Done Working from the Job Details Flyout on the Dispatch Board.

Want to learn more?

• See Manage Appointments

• See Dispatch technicians