Scheduling is a process of assigning work orders to qualified technicians. In ServiceMax, you can schedule a work order using one of the following methods:

In a typical scheduling scenario, a combination of two or more of the scheduling methods can be used to achieve the best results.

Manual scheduling is a process executed by the dispatcher using the Dispatch Console application or any similar scheduling tool. The dispatcher is expected to make decisions about scheduling and assign work orders to the qualified technicians. The dispatcher has access to the technicians’ calendars and other related information such as skills and expertise levels of the team they are working with. This information helps the dispatcher to take decisions.Automated scheduling is performed by RTO. RTO has access to data such as work orders, technicians, primary territory, skills, and it is guided by the business rules set up by the ServiceMax administrator. The business rules are set up in agreement with the organization’s scheduling and optimization goals such as SLAs and resource optimization goals.