As a dispatcher, you use the Pega Field Service application to pre-populate work orders into a field worker’s trip. Based on the scheduling mode of the service territory, you can schedule trips either for a day or a week. Perform the following steps to the finalize and dispatch the work orders in the field worker's trip.
In the Pega Field Service Dispatcher portal, trip management view, select the field worker whose trip you want to finalize.
You can only view one field worker's trip at a time.
Click the Trip icon next to the field worker to view the trip.
Add milestones to the field worker's trip, by performing the following steps:
To create a milestone, in the Milestones section, click Add milestone to define one or multiple milestones for the trip.
Milestones define daily starting and ending points for field workers who are scheduled by week or by day. For more information, see Creating a milestone in the Pega Field Service Dispatcher portal.
For example: If a field worker starts from home to attend a work at a customer location and proceeds to a hotel to rest for the night, the starting point is home and ending point is the hotel.
If the start and end points are different than the standard start and end points for the field worker, drag milestones to the appropriate day in the timeline, to define the start and end points for the days within the field worker's trip.
From the Unscheduled work orders section, drag any work orders to the timeline and adjust accordingly.
The Unscheduled work orders section lists work orders that are not scheduled in the existing trip of the field worker. You can optionally include these work orders in the existing trip to schedule them.
On the trip view screen of the field worker, click Optimize route.
Optimizing a route updates the sequence of the work order to minimize the field worker's driving time. For more information, see Optimizing a route in the Pega Field Service Dispatcher portal.
Contact your customer to confirm the work order schedule, including the scheduled arrival time of the field worker at the customer location, and if the work order schedule needs to be modified according to the customer's availability, repeat steps 3 through 6 to adjust the field worker's trip.