It would be great if we will be able to link technician to more then 1 service team.
Use case for example: Project management
Each project is a case.
Projects assignments are work order under the case.
Project team is a service team
Each resource can be working on several projects in parallel. On other words, he should be assigned to several service teams (project teams)
Currently in ServiceMax, a Technician can be assigned to multiple Work Orders by different Dispatchers who have Dispatch Access to the Technician's Service Team. In my implementations this has served the same purpose without running into the current design limitation of a Tech being only assigned to a single Service Team. Would this work in your Use Case?
Wyatt, thanks for your answer.
The problem that this engineer should be dispatched by two different dispatchers from two different service teams. The technician himself should be linked to two service teams and see all the events in his calendar. Dispatcher A should not have access to service team B and dispatcher B should not have access to service team A.
The engineer should be a resource in both service team A and service team B.
To solve this theoretically we can create two technicians records for this engineer that will be linked to the same SF user but this is not pretty. Moreover, it may cause issues regarding trunk stock management of that engineer.
I will be happy to hear if you have a work around to solve it.
Thanks for further explanation on both Dispatchers not to see the other
Service Teams. One other alternative to using two Tech records with the
same SF User that would work for one or VERY few Techs as you describe
would be to set up a single Service Team (just for that Tech) and give both
Dispatchers Dispatch Access to that Tech's (personal) Service Team. This
isn't sustainable for a number of Techs needing the same treatment as the
number of Service Teams and Dispatch Access maintenance to support this
would be overwhelming and possibly impact the Dispatch Consoles performance.
I considered your suggestion and indeed it would work, I don't like the fact that I need to create for each link between a tech and a service team a new technician/equipment record.
Like you mentioned, that may effect the dispatch console performance.
As a work around we may use it but I still hope in the future ServiceMax will support also the M-M relationship.
Thanks for the help! much appreciated
Each technician can be assigned to only one team. There are several other ways to handle the scenario described: using Crews, using virtual crews via multi-assign, or simply assigning multiple Jobs to a technician and tracking projects at a higher level.
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