Siebel Field Service Guide > Scheduling and Dispatch > Dispatch >

Assigning and Scheduling Field Service Activities Manually

The following procedures are for manually dispatching field service engineers.

To assign field service engineers to service activities manually

  1. Navigate to the Service screen.

    2. The Service Requests view appears.

  2. Select a service request.
  3. Click the Activities view tab.
  4. In the Owner field, select an employee.

To assign field service engineers with Assignment Manager

  1. Navigate to the Activities screen.
  2. Select an activity.
  3. On the More Info view tab, click the show more button and make sure the Lock Assignment check box is cleared.
  4. On the More Info view tab, click the menu button and select Assign.

    5. A dialog box appears with names of field service employees ranked in order of preference.

    The suggested assignments are based on a variety of criteria including workload and skills, set up using the Assignment Manager. For instructions on configuring the Assignment Manager, see Siebel Assignment Manager Administration Guide.

    NOTE:  The Assign command or button is also available in Dispatch Board > Unscheduled Activities.

  5. In the dialog box, select the employee who will own this activity and click OK.

To add a service region to the Dispatch Board

  1. Navigate to Site Map > Dispatch Board.

    2. The Activity Gantt Chart view appears.

  2. At the top of the Activity Gantt Chart view tab, click Select.
  3. In the Pick Service Region dialog box, select a service region and click OK.

    4. The field service engineers associated with the selected service region appear in the left column of the Gantt chart.

    NOTE:  Available hours are shown in the Activity Gantt Chart with colors that represent rate types. Non-working periods are grey, working periods are white, overtime periods are orange, and extended overtime periods are brown. If no colors are specified for activities, yellow boxes are the default to indicate activities that are assigned and scheduled.

To select a subset of field service engineers based on a skill

  1. Navigate to Site Map > Dispatch Board.

    2. The Activity Gantt Chart view appears.

  2. In the Unscheduled Activity list, select an activity.
  3. Click Apply Skills.

    4. Only those engineers from the selected service region having the selected skills appear in the Gantt chart. See Unscheduled Activities List.

  4. To remove the constraint of the applied skills from this list of field service engineers, reselect the service region by clicking Select at the top of the Activity Gantt Chart view tab.

To assign and schedule field service engineers manually with the Dispatch Board

  1. Navigate to Site Map > Dispatch Board.

    2. The Activity Gantt Chart view appears.

  2. In the Unscheduled Activities list, select an activity.

    3. NOTE:  To assign an activity, it must have a type.

  3. Click the activity's drag/drop icon, drag it to the Activity Gantt Chart, and drop it on a field service engineer's schedule.

    4. The activity appears as a horizontal bar. Holding the cursor over this bar displays a pop-up window containing a description of the activity.

  4. To remove an activity, drag it back to the Drag/Drop column in the Unscheduled Activities list.

    5. NOTE:  To allow you to remove an activity, the Unscheduled Activities list must contain at least one record.


 Siebel Field Service Guide 
 Published: 21 April 2003