Depot Queue in 25.1
Depot Queue is a lightning-based ServiceMax application that offers a consolidated view of Work Orders or Service Products assigned to technicians across various depots and workstations. This system enables technicians and supervisors to easily track Open and In Progress depot repair work orders, allowing them to prioritize the tasks based on their requirements. As a result, they can optimize productivity within the targeted timeframe and effectively plan their tasks.
The Work Order with the
Order Type as
Depot Repair, and associated to specific Depot Location and
Work Plan appears in the Depot Queue. For more information, see
Depot Queue Criteria.
When end users such as call center agents, support team, or customers submits a
Depot Service Request, selecting appropriate Depot and Logistic Work Plan, Work Orders are automatically created and appears in the Depot Queue under
Logistic section.
Using the Depot Queue, supervisors and technicians can view the following queue items:
• Logistic-Specific Queue Items: Under the
Logistic section, supervisors can review logistic-specific queue items and assign technicians based on their expertise and availability to perform logistic tasks defined in the associated Logistic Work Plans. For more information, see
Managing Logistic-Specific Queue Items.
• Service-Specific Queue Items: Under
Service section, supervisors can review Work Orders that include Service Work Plans and assign technicians based on their expertise and availability to service the faulty product in the depot. For more information, see
Managing Service-Specific Queue Items.
Prerequisite
Ensure that the
SET002 (Module: Depot Management, Submodule: Depot Queue) is enabled in your org to activate the Depot Queue application.
Depot Queue for Administrators
Administrators can configure depot management rules to define expressions and field mappings to filter service-specific queue items for a respective Depot. Based on the qualification criteria, the queue items are filtered and mapping will be applied to them. For more information, see
Depot Management RulesDepot Queue for Supervisors
The Depot Queue app enables users with
Supervisor permissions to assign depot repair work orders to technicians and track them within the specific depot location.
As a Supervisor, you can:
• Assign or re-assign technicians for a queue item based on priority and technician’s availability
• Modify the workstation of a queue item
• Modify the target date of a queue item.
Depot Queue for Technicians
The Depot Queue app enables technicians to track depot work orders assigned to them within the depot location.
As a technician, you can:
• Self-assign emptied queue items based on your priority and availability
• Modify the workstation of a queue item
• Modify the target date of a queue item.
Reference Topics