FAQ: Dispatch Console
This section contains frequently asked questions related to ServiceMax Dispatch Console.
How is the default service duration determined for a work order?
The global configuration setting
GBL007 (Enable Dispatch Optimization, module Common, submodule Global Settings) determines how the service duration for a work order will be set when the work order is created / updated. If it is set to False, the Service Duration is left blank. If it is set to True, the following happens:
• If MTTS calculation is enabled, that is if the global configuration setting
SET002 (Enable MTTS calculation in module Work Order, submodule Manage MTTS Rules) is set to True.
• The service duration is set based on the first matching MTTS Rules.
• If there are no matching MTTS Rules, the service duration is set to the value of the global configuration setting
SET004 (Default Service Duration, module OptiMax, submodule Dispatch Calculations).
• If MTTS calculation is not enabled, the Service Duration field is left blank.
How is the default drive time determined for a work order?
There is no default drive time for a work order. It has to be specified manually. It is set automatically or manually by ServiceMax features, when the work order is scheduled in one of the following ways:
• A single work order event is created / edited in Dispatch Console, and Drive Time is set manually in the Create/Edit Event window.
• A work order is scheduled to a technician automatically when it matches an Immediate Dispatch process. In this case, a technician's Average Driving Time is considered if it is not null. If it is null, the value of global configuration setting
SET012 (Technician's average drive time, module OptiMax, submodule Dispatch Calculations) is considered.
• A work order is scheduled to a technician by Schedule Optimization. In this case, drive time is calculated by the Schedule Optimizationengine based on the locations of the technician and work order.
Are Sharing Settings applied by Dispatch Console?
No, Sharing Settings are not applied by Dispatch Console when displaying Work Order Queues / Views in the grid, showing map / event hover, or when scheduling/assigning/queuing a work order. However, when the View Record option is used to launch a Salesforce window from Dispatch Console to view and edit a work order, Sharing Settings are applied.