How do I assign, schedule, or reassign an engineer?
What you'll do: Open the service request, use Assign engineer to dispatch it, Reschedule to change the visit time, or Add job for a second visit. A job that's already under way is reassigned from the Dispatch Board.
Assign an engineer
- Open the service request and choose Assign engineer (available while Draft, Scheduled, or Dispatched).
- Pick an engineer from the roster and optionally a scheduled time. Submit.
- If there's no active job yet, one is created in Assigned and the request moves toward Dispatched.
Reschedule a visit
- On a Scheduled or Dispatched request choose Reschedule.
- Change the visit date (same engineer) and submit.
- If there's no active job, you'll see "Cannot reschedule — no active job found on this SR."
Add another job (second engineer or return visit)
Choose Add job on the request's Jobs tab to create an additional job without replacing the current one.
Reassign a job already under way
Once an engineer has started travelling or is on site, reassign from the Dispatch Board: drop the job onto a different engineer and confirm with a reason. The current job is cancelled and a fresh one is created for the new engineer.