Assigning emergency work in the dashboard

As a dispatcher, you can see emergency work orders in your work list and assign the emergency work orders to appropriate resources.

Before you begin

Define and configure emergency work orders in the Graphical Assignment application, see Defining emergency work.

About this task

Customer-defined emergencies are identified and can be intelligently assigned to the best resource at the correct time through the following workflow.

Use the Dispatching dashboard to see all unassigned emergency work orders in your work list that need immediate assignment to a resource. The dashboard has a list of recommended resources that considered resource factors like skill, travel time and current assignments. From the list, assign a resource to the emergency work. You can also cancel the assignment of a resource and reassign the emergency work order to another resource.

On the Dispatching dashboard, use the following information to manage emergency work orders.

• Total number of emergency work orders for all schedules in your work list.
• Number of emergency work orders per schedule in your work list.
• Prioritization of emergency work orders.
• High-level details about each emergency work order. To see more details, you can click a link to the work order.
• List of recommended resources for the emergency work orders, based on their skills and sorted by their earliest estimated start time.
• List of all resources for the emergency work orders.
• Status of assigned emergency work orders.

1. On the Dispatching dashboard, on the Emergencies card or Schedules card, see the number of emergency work records for your schedules.
2. Get priority information about the emergency work records.
   1. On the Schedules card, click a schedule that has emergencies. The schedule view opens.
   2. In the schedule view, open the Emergency work tab. A table is displayed that lists the emergency work records for the schedule. The default view is for unassigned emergency work records that are sorted by priority.
   3. Use the Priority column to see the priority for each emergency work record.
   4. Click the work record ID to open the work record view for more details about the work record.
3. Assign an emergency work record to a resource.
   1. On the Emergency work tab, select a work record. The resources card for the work record displays a list of resources that you can assign to the emergency work record.
   2. Filter the list of resources by either Top recommendations or All resources.
   3. Click the View details icon for the resource to see more resource details.
   4. In the resource details, click Assign.
4. To check that assignments are on track, monitor the status of assigned emergency work records.
   1. On the Emergency work tab, set the view to Assigned. The assigned emergency work records for the schedule are displayed.
   2. In the Status column, view the status for each emergency work record.
   3. To view more details about the work record, click the More options icon on the work record row and select View more work details.

What to do next

If you want to assign the emergency work record to another resource, you can unassign an emergency work record and then assign it to another resource.

1. On the Emergency work tab, set the view to Assigned. The list of assigned emergency work records for the schedule appears in the tab.
2. Click the More options icon on the work record row and select Unassign work record.
3. Assign the work to another resource.