Settings for Automatic Allocation of Service Technician

This document explains how to define the rules for the automatic allocation of a service technician for a service assignment.

Outcome

After the settings are made, M3 will automatically select the most appropriate service technician for a service assignment according to the following selection criteria:

The following files are updated when settings are done for the automatic allocation of service technician:

The automatic allocation of a service technician can replace manual planning in all service assignments in which the requirements are standardized.

Manual planning will only be necessary when one or more of the four selection criteria are not met.

Before you start

Program ID/Panel Field The field indicates..
(SOS490/B) Qualification …a code that describes the education, experience and other skills of the employees in a company.
(SOS491/B) Geographic area …a geographic area that can be connected to one or more technicians.
(SOS492/B) Technician

…who will perform a service assignment.

A technician can refer to a single person or a group of technicians.

(SOS493/B) Postal code

…a unique postal code or group of postal codes that defines an area in the specified country.

The postal code and qualification are connected to an area. This area is then connected to one or more technicians who are responsible for performing service for a certain type of product (which requires a certain skill) in this area.

(SOS494/B) Item ID …an ID for an item number, item group, product group or individual item group, depending on the value entered in the 'Item ID type' field.

Follow These Steps

Create qualification

  1. Start 'Service Qualification. Open' (SOS490/B).

  2. Name the qualification needed for a certain field service assignment.

  3. Select 'New' to go to the E panel.

  4. Enter a name and description of the qualification.

  5. Press Enter to save.

Connect qualification to ID

  1. Select 'Service Qualification. Connect ID' (SOS494/B1).

  2. Enter the qualification that will be associated with a certain item ID type and item ID in the 'Item ID type,' 'Item ID' and 'Service qualification' fields.

  3. Select 'New' to go to the E panel.

Connect qualification to geographic area

  1. Select 'Service Qualification. Connect to Geographic Area' (SOS493/B1).

  2. Enter which qualification will be connected to which postal code and geographic area in the Qualification, 'Postal code' and 'Geographic area' fields.

  3. Select 'New' to go to the E panel.

    Note: Postal code can be '*' or the first numbers in the postal code.

Create geographic area

  1. Select 'Geographic Area. Open' (SOS491/B).

  2. Name the geographic area in the 'Geographic area' field. Select 'New' to go to the E panel where a description and a name of the area are entered.

  3. Press Enter to save.

Connect technician to geographic area

  1. Select 'Technician. Connect Geographic Area' (SOS492/B1).

  2. Select a technician and a geographic area.

  3. Press Enter to connect the technician with the geographic area.

  4. Select a priority if there are several technicians with the same competence in the area.

    Status should be 20.

  5. Press Enter to save.

Connect technician to service qualification

  1. Select 'Technician. Connect Service Qualification' (SOS495/B1).

  2. Select a technician and qualification.

  3. Select 'New' to connect the technician with the qualification and to go to the E panel.

  4. Enter the validity time and competence level.

    Note: This panel is optional, but if the service qualification requires a certificate, the certificate's period of validity and the competence level are entered here. Press Enter twice to finish and return to the E panel.
  5. Press Enter to save.

Related topics