Dispatch Priority
The Dispatch Priority value is populated based on the prioritization rules set in the Prioritization tab of the dispatch process.
Work orders with high dispatch priority value are likely to be prioritized for scheduling. Work orders with low dispatch priority value are not scheduled when there is less capacity. The dispatch priority value does not have any impact when there is enough capacity to schedule all the available work orders.
In addition to the dispatch priority value, scheduling depends on various other parameters that are defined in the dispatch process and the technician parameters such as drive times, skills, and business hours. A high dispatch priority value does not always ensure that the work order is scheduled on priority.
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If the Dispatch Priority is defined at the Dispatch Process level and needs to be populated on the work order, then the work order must qualify for the corresponding Dispatch Process.
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Following is an example scheduling scenario in which the dispatch priority value is not likely to impact the scheduling outcome, and other factors are taken into consideration for scheduling:
• Technician business hours are 8 AM to 2 PM.
• There are three work orders with a dispatch priority value of 2. All the work orders have the same location and there is no drive time between the work orders. There is a 45 minute drive time period to the work order location from the technician’s home location. Each work order has a one-hour service duration.
• There is one work order with a dispatch priority value of 5. There is a 2.5 hour drive time period to the work order location from the technician’s home location. The work order has a one-hour service duration.
In this scenario, three work orders with low dispatch priority values are likely to be scheduled. The work order with high dispatch priority is likely to be moved to the next day.
The following points describe how the default dispatch priority is set for work orders:
• If the Dispatch priority value is blank in the work order, the priority is set as 1 by default. This value is sent to the optimization engine, and not taken from the setting SET003 Default Dispatch Priority.
• The setting SET003 value is only considered in pre-calculation logic. If the work order does not satisfy any prioritization rule criteria, the default value of priority in SET003 is populated.
• If the dispatch process is not configured with any prioritization rule, dispatch priority is populated as P1 setting value in work orders. In such scenario, if you expect the default priority value to be populated, you must set P1 setting value to the default value.