Setting Up Dispatch Rules
After you define support levels and associate them with service groups, you can define dispatch rules. Enter values for parameters, then assign a role to the set of parameters to create a dispatch rule for a particular level/group combination. The values you select here limit your choices in the Engineer Selection and Dispatch window.
Prerequisites
To define dispatch rules:
2. Select a Service Group for which to define rules.
3. Select a Support Level.
Your selection is limited to the support levels associated with the service group you chose. After you select a support level, fields in the Installed Base, Service Requests, and Location alternative regions are enabled based on the parameters you chose in the Support Levels for Service Group window.
For example, if you define State as the only limiting parameter for a particular service group/support level combination, you can specify that one personnel set will later be dispatched for all California field service requests, and another will be dispatched for requests in Georgia.
4. Select a Service Role with which to associate your parameters.
5. In the Installed Base, Service Requests, and Location alternative regions, select specific values for the enabled parameters.
Define your service groups and assign support levels to them. See: Setting Up Service Groups.