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

[msantamaria]

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.

[mayhul]

@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. 

[JorgeSilva]

@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.

[mayhul]

@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.   

[JorgeSilva]

@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.

[mayhul]

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.