Dispatch Console - Technician Hidden Behind Work Order Pin

Dispatch Console - Technician Hidden Behind Work Order Pin

If the technician's home or mobile location is very near (or exactly on) the Work Order pin on the dispatch console map, the dispatcher is unable to see that technician on the map. The icon for the technician is hidden behind the site icon. We would like a solution to easily identify when a technician is onsite or very near the location of the work order.

With the introduction of the technician home site on the Summer 16 dispatch console, we have the added issue of not being able to see the mobile and home location pins of the technician if the technician is at home. We are looking for a way to layer the various pins on the map to give full visibility to all sites in order to make the best dispatching decision possible.

The initial view shows the dispatcher one technician nearby:

Zooming in, we can see that there is an additional technician very close by that was hidden on the map above:

If the technician was actually onsite at the location, no amount of zooming can make that technician location appear on the map.

What is the underlying problem do you intend to solve with this idea?
We need to show the dispatcher the full information about technicians that are close to an emergency work order. The current map does not allow for viewing technicians that are very close by to a site.
How is the problem being addressed today, if at all?
The problem is being addressed mainly through training. The dispatchers have a map of all technician home sites, so they need to manually check those technicians to confirm their location.
Product Area?
Scheduling & Dispatch
What version of ServiceMax are you on?
Summer 15
5 Comments
Product Team
Product Team

This is a common problem in mapping application and there are various ways people have solved it based on their need. Would having the option of using something like this help?

GitHub - terikon/marker-animate-unobtrusive: Google Maps markers become animated, unobtrusively

Product Team
Product Team

This issue will be resolved by the GA release of Service Board in 19.1. SB offers Spidering and Group Markers, which will allow a user to separate out technicians when they are near one another or at a location marker. 

Customer Success Team

@lacy_cotton  Is this on the roadmap in Dispatch Console?

Also, this is marked On the Roadmap but the comment indicates this will be delivered in SB 19.1 which is now GA.  So has this one actually been delivered?


Thanks!

Product Team
Product Team

Hi @lisa_mercer, you are correct, this item has been delivered as part of 19.1 GA of Service Board. We will update the status of all scheduling items this week. @pei_wong 

Customer Success Team

@gabriele_bodda  Great...thanks!

 

@susanbmichel   Please see the confirmation that this has been delivered in Service Board.