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Siebel Field Service Guide > Dispatch Board > Process of Managing the Dispatch Board >
Assigning Activities to Field Service Engineers (End User)
After creating activities and activity plans, local dispatchers who are familiar with their territory and field engineers can schedule activities (assign activities to field service engineers) by using the following screens:
This task is a step in Process of Managing the Dispatch Board. About Using the Dispatch Board to Assign Activities
Note the following information when using the Dispatch Board to assign activities to field service engineers:
- An unlimited number of activities can overlap (apply to the same hours for an field service engineer). For the Open UI client, all overlapping activities appear on the Gantt chart. For the high-interactivity client, only three overlapping activities appear on the Gantt chart. Adding multiple activities to a time slot reduces the height of the bar representing the activity and removes the description of the activity.
- You can reassign and reschedule any activity on the Gantt chart. Instead of dragging the appointment to a different time on the Gantt chart, click the Book Appointment button if you want to reschedule an appointment. For more information, see Booking Appointments for Activities Using Siebel Scheduler (End User) and About Rescheduling Appointments on the Dispatch Board.
- You can assign activities to available or unavailable hours in the schedule for a field service engineer.
- You can change the field service engineer who is assigned to an activity from the Unscheduled Activities list or from the Activity List view.
- You can change the duration of an activity from the Unscheduled Activities list or from the Activity List view. For the Open UI client, you can also change the duration of an activity by dragging the activity bar on the Gantt chart of the Dispatch Board.
- You cannot schedule repeated activities on the Dispatch Board.
Assigning Activities to Field Service Engineers from the Service Screen
You can assign activities to engineers from the Service screen. To assign an activity to a field service engineer from the Service screen
- Navigate to the Service screen, then the Service Request List view.
- Drill down on the SR number (#) field for a selected service request, and click the Activities view tab.
- Drill down on the Status field for the selected activity you want to assign.
The Dispatch Board screen appears. The unscheduled activity is listed below the Gantt chart. The Gantt chart displays the names of field engineers and associated activities, if any.
NOTE: The Gantt chart displays only the names of field engineers associated with a selected service region or a service region hierarchy.
- If no names appear on the Gantt chart, then select a service region for the activity.
- In the Unscheduled Activities view, drag and drop the activity to the schedule for a field service engineer on the Gantt chart.
The activity appears as a horizontal bar. You can position the mouse pointer over this bar to see a description of the activity.
- To remove the activity from the schedule, complete one of the following steps:
Assigning Activities to Field Service Engineers with Assignment Manager
You can assign activities to engineers with Assignment Manager. To assign an activity to a field service engineer with Assignment Manager
- Navigate to the Activities screen, then the Activities List view.
- Select an activity.
- Click the menu button in the activity form, and select Assign.
A dialog box appears with names of field service engineers ranked in order of preference.
The suggested assignments are based on a variety of criteria including workload and skills that you set up by using Assignment Manager. For instructions about configuring Assignment Manager, see Siebel Assignment Manager Administration Guide.
- Select the field service engineer to perform the activity, and click OK.
Assigning Activities to Field Service Engineers from the Dispatch Board
You can assign activities to engineers from the Dispatch Board. For more information, see About Using the Dispatch Board to Assign Activities. NOTE: You can also call Contract Scheduling from the Unscheduled Activities view of the Dispatch Board by clicking the Insert Activity button. For more information, see About Running Contract Scheduling.
To assign an activity to a field service engineer from the Dispatch Board
- Navigate to the Dispatch Board screen.
- In the Unscheduled Activities view, select an activity.
NOTE: To assign an activity, it must have a type.
- Drag and drop the selected activity to the schedule for a field service engineer on the Gantt chart.
The activity appears as a horizontal bar. You can position the mouse pointer over this bar to see a description of the activity.
- To remove the activity from the schedule, complete one of the following steps:
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