Assigning Role Priorities to Asset Service Team Employees

You can assign different levels of role priority to employees associated with an asset. When dispatchers assign an activity relating to the asset, the primary, secondary, and tertiary candidates appear in ascending order of received assignment scores. For more information about using role priorities to assign activities, see Role Priorities.

Assignment rules can use role priorities to support prioritized assignment of primary, secondary and tertiary field service engineers. Primary engineers receive the highest score, then the secondary engineers, and finally, the tertiary engineers. For more information about defining candidates for assignment rules, see Defining Assignment Rules and Siebel Assignment Manager Administration Guide.

Perform the steps in the following procedure to assign roles to asset service team employees.

Note: For this procedure, employees are already associated with the asset. For more information, see Creating Account Service Teams.

To assign role priorities to asset service team employees

1. Navigate to the Assets screen, then the List view.

2. Drill down on the Asset number (#) field for a selected asset, and click the Employees view tab.

3. In the Role field, select a primary, secondary, or tertiary role for each employee.