Request to dispatch

Step by step

1. Resolve the request Dispatcher

   Dispatcher or a configured inbound service resolves Customer, its owned service location and service category and creates one service call using the source event key. Capture the requested window and channel permissions. A recall references the original completed call; customer and location must agree. Duplicate intake returns the existing call.

   • Create one correlated service request
   • Updates Customers, Service locations, Service calls

2. Check eligibility Dispatcher

   Match active service skills, effective certification dates and crew membership to the requested work. Review the location time zone and travel needed between existing calls. Preserve the customer window while assessing alternatives. An emergency raises priority without creating permission to double book a resource or use an unqualified technician. Missing location or skill information keeps the request visible for dispatch clarification.

   • Identify eligible available resources
   • Updates Technicians, Technician skills, Crews, Crew members, Service categories

3. Commit the window Dispatcher

   Dispatcher reviews skill, crew, leave, customer-window and travel-aware capacity checks, then commits assignment and scheduled start/scheduled end with the expected Revision: Status: Created → Scheduled → Dispatched. Exactly one technician or crew is assigned. Route planning proposes ordered route stops; it cannot silently rewrite committed customer windows. Dispatcher accepts a feasible revision; emergencies require explicit reallocation and customer communication, never double booking.

   • Commit one feasible assignment revision
   • Updates Service calls, Schedules, Schedule slots, Service call activities

4. Deliver the accepted route Dispatcher

   Release the accepted assignment to the technician or crew. Route stops preserve the order, service call and travel estimates for that plan. A provider outage leaves the last accepted route in place. If dispatch later changes the visit, record the reason and communicate the accepted update using permitted channels. The mobile view must not silently grant access to previously assigned customer secrets after a reassignment.

   • Make accepted work available to authorized field staff
   • Updates Routes, Route stops, Service calls

Dispatcher

Commits qualified assignments and customer windows and coordinates schedule changes.

Operations Manager

Owns service capacity, escalations and independent commercial decisions.

Technician

Records work only on assigned individual calls or calls assigned to a crew of which they are a current authorized member.

Crew Lead

Works assigned crew calls and provides an independent pricing decision where the configured limit permits.

Admin

Maintains identities, integration configuration and operational settings; configuration authority does not bypass transaction controls.