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What is best practice for manually dispatching work orders and deciding service and travel duration times?

Fry Chef
Fry Chef

What is best practice for manually dispatching work orders and deciding service and travel duration times?

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I was just wondering if other companies that use manual dispatching on the dispatch console have a process to decide how long it would take a tech to get to the work order and how the dispatcher knows how much time it would take the tech to fix the product? Any and all suggestions are welcome. Thank you!

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Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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ServiceMax MTTS rules will automatically populate the Service Duration time on the Work Order using one or more advanced formulas that you configure in the MTTS rule configuration screen (see screen shot #1 below).   For example, let’s look at a company that does new product installations (Order type = Install).  The time to perform the New product installation varies for each product (ie. some products take 30 mins to install and some could take 60, 120, 180 or >8 hours to install). 

Create a custom field on the Product object called “Install Duration = 120”.  Then create a custom formula field on the WO object called “Install Duration” that points to the Product objects “Install Duration” field.   Configure your MTTS Rule if the “Order Type = Install” and the “Install Duration = 120” then the MTTS rule (see screen shot #1 below) would auto populate the Service Duration on the Work Order to 120 minutes.

There are a lot more variables to consider when calculating “Break/Fix” Service times but you could potentially use the same concept as above by adding a field on the Product called “Avg Break/Fix Duration” and configuring a new MTTS rule.   If you have a manageable number of Service Duration times across all your product lines then this solution would scale.

Please let me know if you have any questions.

Thanks,

Mike

dispatch console‌

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Grill Chef
Grill Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Would love to see ServiceMax integrated with mapping software so once I manually drag a WO down to a Tech's calendar that ServiceMax would calculate the drive time based on the last WO Location and the next WO Location.  Now wouldn't that be cool?! wes.connors

Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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I completely agree with this recommendation...one of our biggest costs we have in completing engineering and quality inspections across North America is our mobilization costs.  Optimizing routing and dispatching 30+ 2-man teams is expensive.  We just went live with SM in January and this would be a game changer for us.

Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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ServiceMax MTTS rules will automatically populate the Service Duration time on the Work Order using one or more advanced formulas that you configure in the MTTS rule configuration screen (see screen shot #1 below).   For example, let’s look at a company that does new product installations (Order type = Install).  The time to perform the New product installation varies for each product (ie. some products take 30 mins to install and some could take 60, 120, 180 or >8 hours to install). 

Create a custom field on the Product object called “Install Duration = 120”.  Then create a custom formula field on the WO object called “Install Duration” that points to the Product objects “Install Duration” field.   Configure your MTTS Rule if the “Order Type = Install” and the “Install Duration = 120” then the MTTS rule (see screen shot #1 below) would auto populate the Service Duration on the Work Order to 120 minutes.

There are a lot more variables to consider when calculating “Break/Fix” Service times but you could potentially use the same concept as above by adding a field on the Product called “Avg Break/Fix Duration” and configuring a new MTTS rule.   If you have a manageable number of Service Duration times across all your product lines then this solution would scale.

Please let me know if you have any questions.

Thanks,

Mike

dispatch console‌

View solution in original post

Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Also, calculating the drive time is a lot more complicated and is part of our more advanced scheduling engine ServiceMax Linx for ServicePower from ServiceMax.  dispatch console‌

Fry Chef
Fry Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Thanks Mike! I will take a look at this and see if it works out for me.

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Roast Chef
Roast Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Dawn,

How did this work out for you?  How did you set up your Install Duration on the Product Object?  Pick list with values?  We have goals based on Order Type, and I'm thinking this could be helpful in determining a labor qty on an Order Type that exceeds the threshold.

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Mike,

For this you need Optimax enabled, right?  If not, I will definitely have a bette look at this.

Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Xander,

The MTTS module is used by Optimax but you can use the MTTS Rules feature independent of Optimax.

  1. MTTS Rules – defines the amount of time scheduled for a WO on a technicians calendar based on the MTTS criteria.  Org Wide Settings: Common - Global Settings: Enable optimization. (true) (GBL007)

Test it in your sandbox so you can see how it works and to make sure you have all the Global settings set correctly.

Please let me know if you have any questions.

Roast Chef
Roast Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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If this was not set-up properly, would it cause auto-generated events to have an MTTS of 0?

Roast Chef
Roast Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hey Mike,

We are still getting events auto-created by the Dispatch Process with a total event window of 0 minutes...even without MTTS rules this should not be happening correct?

Are there any other settings besides GBL007 and MMTS rules that might be causing this?

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Retired
Retired

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Alex Langston‌,

How are the events being auto-created in your org? Do you have a Dispatch Process with Dispatch Method set to Immediate? If Immediate Dispatch is used, it should create events taking into account Work Order's Service Duration (in Seconds) and the scheduled technician's Average Driving Time (if this is null, the value of global configuration setting SET012 (Technician's average drive time, module OptiMax, submodule Dispatch Calculations) is considered).

If events are auto-created through any other means (custom code, for example), that code needs to be checked to see how the event duration is determined.

Default Work Order Service Duration is determined as follows (from online help):

Default service duration is set for a work order based on the first matching MTTS Rule, when it (i.e. work order) is created / updated. If there are no MTTS rules defined / matched, work order service duration is set to the value of the global configuration setting SET004 (Default Service Duration, module OptiMax, submodule Dispatch Calculations).

Work Order service duration is set as above only when the global configuration setting GBL007 (Enable Dispatch Optimization, module Common, submodule Global Settings) is set to True.

Regards,

Meenakshi.

Roast Chef
Roast Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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We have a dispatch process (immediate) set up for PART of the country that does not have a dispatcher yet.

Set004 set to 60 mins

set012 set to 60 mins

GBL007 set to TRUE

MTTS rule set up for 30 minutes if a "Tech-Dispatch Enabled" field is not checked

There are other MTTS rules as well but they are all >0 duration times

Service Duration (secs) default for a Work Order upon creation is 0 - would this override all the other settings mentioned above?

If NONE of the MTTS rules fire off, will it just go to 0 duration despite configuration settings set to 60 minutes?

I really appreciate the help everyone, think i'm finally starting to connect the dots on how everything ties together within DC

Retired
Retired

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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If the work order does not match any MTTS rule, work order's Service Duration (in Seconds) must be set to the value of configuration setting SET004, not 0. Can you check if the value of SET004 for the active global profile in the org is actually 60? It is 60 for the Default global profile; but your org might have a cloned custom global profile set as the active profile.

Another aspect to check is to see if any other customization such as a custom trigger on work order is setting the service duration to 0.

If, for any reason, work order's service duration is 0 and the average drive time of the assigned technician is also 0, the event created by immediate dispatch process will have the duration 0.

Retired
Retired

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Missed adding this:

From the Winter 15 release of ServiceMax, in addition to setting GBL007, there is another global configuration setting introduced to control MTTS calculation:

Module: Work Order

Submodule: Manage MTTS Rules

Setting ID: SET002

Setting Name: Enable MTTS calculation

Default Value: True

If this setting is true, MTTS calculation is performed and Work Order Service Duration is set as per the applicable MTTS rule or the value of setting SET004 under OptiMax module, Dispatch Calculation submodule.

Note: This setting applies only when global setting Enable Dispatch Optimization (GBL007) is True. If GBL007 is False, MTTS is not calculated even if SET002 is True.

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Dawn Balke,

It seems this question has spawned alot of great ideas and has offered quite a few others some excellent guidance.  I feel this post would continue to be of great benefit, and if you agree, please feel free to mark this as "Answered" so it can continue to grow!  Thanks!