Finding Technicians by Territory
Find Technician based on Service Territory attributes can be achieved using one or both of the following options:
• Match by Territory Name
• Match by Territory Coverage
Match by Territory Name
If you need to match Primary Territory field of Work Order with Technician's Service Territory field:
1. Create a custom formula field of type Text (call it Territory Name) in Technician/Equipment object, with this formula: SVMXC__Service_Territory__r.Name.
2. In Configure Search dialog box, select Primary Territory as search field for Work Order.
3. In Configure Search dialog box, select Territory Name as search field for Technician.
4. Select a work order in the Work Order grid - its Primary Territory will be auto-populated in the Search keywords text field.
5. 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.
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Work Order's Primary Territory can be populated either manually, or automatically through Territory Match Rules.
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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:
1. In Configure Search dialog box, select City, State, Country, and/or Zip as search fields for Work Order.
2. 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'.
3. 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.
4. 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.
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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.
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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.
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All the above Dispatch Console searches are case-insensitive. The Contains search characters and all the search keywords are 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'.
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