Dispatching Service Personnel
After you define service request actions, you can assign service personnel to resolve the actions according to rules you have defined. For any action, select personnel in one of the following ways:
- Oracle Service automatically assigns a role that meets all of the limiting parameters you define
- you assign a role from a list of personnel who meet the parameters you define
- you assign a role from a list of all available service personnel without specifying any parameters
Prerequisites
To dispatch field service personnel:
1. Navigate to the Engineer Selection and Dispatch window.
2. Select a service group.
3. Select a support level.
All of the dispatch parameters that were selected in the Dispatch Rules window for this service group/support level combination are now available. Additionally, some parameters may have values defaulted from your service request.
4. Optionally select or modify values for the available parameters.
5. Choose either Auto or Manual.
If you choose Auto, Oracle Service assigns a role that meets all the criteria you have entered.
If you choose Manual, also select a role from the displayed list of all roles that satisfy your criteria.
6. Choose the Dispatch button to launch the Service Dispatch workflow process.
If the role assigned to this action includes several individuals, each receives a notification.
See Also
Service Request Action Workflow
Define your dispatch rules. See: Setting Up Dispatch Rules.