Working on scheduled tasks in Dispatcher Workspace

Learn about different ways to view tasks in the Scheduled state​.

Before you begin

• A Work order task is moved to the Scheduled state only when all the following conditions are met:
  • The Use scheduled state property is enabled​
  • The Assigned to field isn’t empty​
  • The Assigned to or Expected start field changes, and the Expected start value is beyond the threshold (12 hours by default) from the current time​
• Exceptions for the Scheduled state flow
  • Contractor tasks won’t be in the Scheduled state.
  • When an agent time-off event is created and overlaps with the work order task, the task is moved to Pending dispatch. Similarly, for crew tasks, when the leader has a time-off event overlapping with the task time, the task is moved to Pending dispatch.​
  • If all child work order tasks of the work order are in the Scheduled state, the work order is moved to Scheduled automatically.
  • When dynamic scheduling is enabled, auto-assign isn’t available for scheduled tasks. Scheduled tasks are considered for reassignment or unassignment​.
  • Scheduled tasks appear as blocked time when intelligent task recommendation considers technician availability.​

Role required: wm_dispatcher, wm_admin, and wm_agent

Procedure

1. You can view tasks in the Scheduled state in one of the following roles​.

1. Move scheduled work order tasks to the Assigned state using one of the methods.