Manually Unassigning Work Order
This section describes the impact of unassigning RTO-scheduled work orders manually. It also provides information about updating such work orders so that they can be considered for re-scheduling by RTO.
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The dispatcher can unassign work orders that have been scheduled by RTO if the work orders are currently outside the dispatch threshold time frame.
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If a work order scheduled by RTO is unassigned by the dispatcher in Dispatch Console manually:
• The work order is not considered by RTO for scheduling by default.
• The work order has moved out of the scheduling queue and it is not considered for re-scheduling.
Manually unassigned work orders are not considered for re-scheduling because the dispatcher might want to perform actions such as manual rescheduling or appointment booking on the work order as per their requirement.
For example, a dispatcher might unassign a work order manually in the following scenario:
RTO has scheduled a work order for 3 PM. The technician informs the dispatcher at 12.30 PM that they cannot reach the work order location on time. Dispatcher unassigns the work order at 3 PM.
The following scenarios might be true:
• The work order is not valid anymore. In such case, no further dispatcher action is required.
• Dispatcher books an appointment slot for the work order using Ranked Appointment Booking.
• Dispatcher reschedules the work order manually.
• Dispatcher wants RTO to reschedule the work order. In such case, dispatcher must update a few fields of that work order and save it. For example, remove the value in the Dispatch Process field. The work order qualifies for the RTO dispatch process again, and subsequently it is considered for scheduling by RTO.