Allocate Technician Automatically

This document explains how you set up the automatic allocation of technicians for service assignments.

Outcome

Setting up the function for the automatic allocation of service technicians enables the system to select the most suitable technician for a service assignment. 'Settings. Auto Allocation Technician' (SOS975) determines in which priority order M3 should search for a technician.

When a service assignment is registered at call logging, it is immediately automatically allocated to a service technician. If there is no technician with qualifications that meet the requirements, or if all technicians are booked, the assignment will be sent either to a predefined technician for manual planning or to a service manager.

Before you start

A technician must be entered in 'Employees. Open' (CRS530).

Follow These Steps

  1. Start 'Settings. Auto Allocation – Technician' (SOS975/E).

  2. Specify where the qualification requirements are to be retrieved from when a person is allocated to a service assignment in the 'Qualification from' field.

    Note: The search criteria in the field furthest to the left will have the highest priority.

  3. Define whether and how an availability check is to be carried out in the 'Availability check' field.

    The valid alternatives are:

    0 = No, do not perform any check

    1 = Yes, check the technician's work schedule

    2 = Yes, check the technician's work schedule for overlapping assignments.

  4. Specify which assignment categories are to be checked for an available technician in the 'Check assignments categories' field.

    The valid alternatives are:

    01 = Error report

    02 = Service warranty

    04 = Installation

    05 = Project/business

    07 = Preventive maintenance.

  5. Select whether the system should check for other technicians if the first technician is not available in the 'Check other technicians' field.

  6. Select whether a default technician is to be allocated to the service assignment if no other technician is available in the 'Default technician type' field.

  7. Select technicians to be defaulted to the service assignment if the first choice technician is not available in the 'Default technician 1' and 'Default technician 2' fields.

  8. Press Enter to save the new settings.

Parameters to Set

Program ID/Panel Field The field indicates…
(SOS975/E) Qualification from

…where qualification requirements should be retrieved from when entering a service assignment.

A maximum of five different codes can be entered in priority order.

The valid alternatives are:

00 = Will not be retrieved as a proposal

01 – 11 = Will be retrieved from the user-defined field 1 – 11 on the individual item

20 = Will be retrieved from the individual item group that the individual item belongs to

21 = Will be retrieved from the item group that the individual item belongs to

22 = Will be retrieved from the product group that the individual item belongs to

23 = Will be retrieved from the item number that the individual item belongs to

24 = Will be retrieved from the table where different types of individual items can be connected to a required qualification

30 = Will be retrieved from a qualification connected to a service expense used on the service assignment

31 = Will be retrieved from a qualification connected to an error symptom used on the service assignment

32 = Will be retrieved from a qualification connected to an error cause used on the service assignment that the individual item belongs to

33 = Will be retrieved from a qualification connected to an action code used on the service assignment

34 = Will be retrieved from a qualification connected to an action text used on the service assignment.

(SOS975/E) Availability check

…whether to carry out an availability check to ensure that technicians are available for service assignments.

The valid alternatives are:

0 = No

1 = Yes, check the work schedule of the technician

2 = Yes, check the work schedule and whether there are any overlapping assignments.

(SOS975/E) Check assignment category

…the type of field service assignment to be checked when determining whether a technician is available.

The valid alternatives are:

01 = Error report

02 = Service warranty

04 = Installation

05 = Project/business

07 = Preventive maintenance.

The assignment categories left out have lower priority. This could, for example, be a preventive maintenance assignment, which is less time critical.

(SOS975/E) Check other technician

…whether M3 should check whether other technicians are available if the first technician is not available.

The valid alternatives are:

0 = No, only check for the specific technician

1 = Yes, check for other technicians.

(SOS975/E) Define technician type.

…the default technician allocated to a service assignment when no other technician is available.

The valid alternatives are:

0 = Use technician 1 in the parameters

1 = Use a technician ID that is the same as the service manager ID

If "1" is entered, then if no technicians are available at all, the assignment will be allocated to a technician whose ID is the same as the service manager to whom the first technician is connected.

(SOS975/E) Define technician 1

…the default technician to be allocated to a service assignment if the first technician is not available.

This default technician is only used when M3 allocates technicians automatically. This technician should only be entered if the type of default technician is set to 0.

(SOS975/E) Define technician 2

… the default technician to be allocated to a service assignment if no technician or area is found.

This default technician is only used when M3 automatically allocates technicians to service assignments.

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