I have service territories (by State) set up for my technicians, but when I choose the Find Technician in the Dispatch Console some of the techs listed do not match or cover the territory. For example the Work/Service Order is in Mass, but techs from CA are in the list when I choose find technician. However if the Work/Service Order is in CA when I choose the Find Technicians I get the my three CA-based Techs as I expect.
Any ideas on why this happens? How are the Service Territories designed to work within the dispatch console. My dispatchers can see the territory like Southwest, but the states I selected that comprise the territory do not seem to have bearing on the list that DC list generates.
yes...my Field Service techs are all under what I call Solectria CS and then I have a separate team that I keep our engineers (they go out in the Field for the initial deployment and if there is a particularly stubborn problem that our techs cannot solve, and they under called Solectria HQ and they always come out of our Headquarters. I am guessing where you are headed with your question, but if I create say Solectria CS New England, Solectria CS Tri-State, etc.
Territory tree view is used in Dispatch Console to show the technicians grouped by their service territory. Find Technician based on Service Territory attributes can be achieved using one or both of the following options:
Match by Territory Name:
If you need to match Primary Territory field of Work Order with Technician's Service Territory field:
Create a custom formula field of type Text (call it Territory Name) in Technician/Equipment object, with this formula: SVMXC__Service_Territory__r.Name.
In Configure Search dialog box, select Primary Territory as search field for Work Order.
In Configure Search dialog box, select Territory Name as search field for Technician.
Select a work order in the Work Order grid - its Primary Territory will be auto-populated in the Search keywords text field.
Click the Find Technicians icon.
Technicians, whose Service Territory is the same as the selected work order's Primary Territory will be listed in the Team/Territory Technician tree.
Note:
Work Order's Primary Territory can be populated either manually, or automatically through Territory Match Rules.
If you include Service Territory as the Technician search field in Configure Search dialog box, it is ignored and no error is thrown; the search results will not be filtered based on territory. This is true for any lookup field. So, to match any lookup field in Technician, create formula field and configure it as the search field as described above.
Match by Territory Coverage:
If you need to match a Work Order attribute such as City, State, Country, and/or Zip with Coverages defined for Technician's Service Territory:
In Configure Search dialog box, select City, State, Country, and/or Zip as search fields for Work Order.
In Configure Search dialog box, select Territory as search field for Technician; if all the Work Order attributes must be matched, select the radio button 'All'; else leave it as 'Any'.
Select a work order in the Work Order grid - its City, State, Country, and/or Zip will be auto-populated in the Search keywords text field.
Click the Find Technicians icon.
Technicians, whose Service Territory's Coverage includes the searched Work Order's City, State, Country, and/or Zip will be listed in the Team/Territory Tech tree.
Note: A territory can have one or more coverages of type City, State, Country, or Zip. For example, for a Territory named CA, you can define two coverages of type City, with the values San Jose and Pleasanton.
Apart from the above, you can also search for technicians by matching Work Order's City, State, Country, and/or Zip with Technicians' City, State, Country, and/or Zip directly. For this configure any of these fields as search fields as required, for both Work Order and Technician.
Note that all the above Dispatch Console searches are 'case-insensitive, contains' searches and every search keyword will be matched against each Technician's search field / Territory Coverage. For example, if the work order's State is CA, it will match both 'CA' and 'California'.
