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Indicate the days and Hours for a technicians On-call Schedule for afterhour/weekend/holiday support

Indicate the days and Hours for a technicians On-call Schedule for afterhour/weekend/holiday support

Indicate the days and Hours for a technicians On-call Schedule for afterhour/weekend/holiday support

We have a unique need to indicate on the service board the on-call schedule of a technician since the oncall assigment has a high level of variability of the team, we would like to have this scheduled by a service manager or back office person. This is separate from their normal work schedule and involves 1 or more technicians in a territory/region to be available before and after normal working hours, weekend and holidays. It would be great to have a way to manage and visualize this on the service board so that a dispatcher/planner can see who the on-call technician is for a given territory/region Additionally it would be great to have this considered when utilizing recommended resource.

What is the underlying problem do you intend to solve with this idea?
Quickly finding who the technician on call is for a given territory/region on the service board.
How is the problem being addressed today, if at all?
Outside calendars (i.e google), spreadsheets, manual event entry.
Product Area?
service board
What version of ServiceMax are you on?
20.1
Tags (1)
5 Comments
Product Team
Product Team
Status changed to: On The Roadmap

@msantamaria - Thanks for sharing.  We call this concept Shift Exceptions so it can include on-call changes as well as other scheduling variations.  This is on the roadmap for us though we have not finalized which release yet. 

Line Chef
Line Chef

@mayhul meanwhile, do we have any workaround that can give us the ability to have a similar information on Service Board? For sure, this is an important information to deal with the team availability for each day! Thanks.

Product Team
Product Team

@JorgeSilva -  the options that you have today (in order of recommendation):

1) Create an event and mark it out on their calendar so it is clearly visible. You can configure the type of event as on-call and create the appropriate color.  Note that any appointments created will be stacked as they are technically overlapping.   

2) Generate a new shift plan to the resource with the on-call schedule and assign that to the resource.  This would require access to Max admin and know how of how to create and assign shift plans.   

 

Line Chef
Line Chef

@mayhul thanks for the recommendations.

For the 1st option, this is a manual task done by FSE (directly on the Go App) or by anyone with Service Board usage permission, the 2nd option will be more "automatic" (can be made through a file upload?). Could be very useful if the tack can be performed not only by a Max Admin, but as well as by trained Back-Office or even Manager roles. This kind of activity usually is maintained by month or quarter.
Thanks.

Product Team
Product Team

To create the shifts plan: If the shift plan/shift/shift segments xls/csv files are prepared, then data import can be used. Please be aware of that, shift plan, shift, shift segments should be in separate xls/csv files.  This can be done by anyone having access to Max Admin (depends on whom you decide to assign the roles to).

For assigning the shifts to the resources: It would have to be done via the Resource object and we do now allow for data import there.