Overview

Dispatch is the workspace home for onsite work. Use it to see who is onsite, fill open visits, and check whether contracted coverage is being met. Per-company onsite pages still hold weekly templates, requirements, and portal sharing.

With Dispatch you can:

• See a two-week board of staff vs days (coverage and reactive dispatch)
• Work a Needs dispatch queue of unassigned visits, conflicts, and gaps
• Review Coverage — contracted hours vs delivered, under-served companies
• Send someone onsite from the board or from a ticket
• Keep recurring weekly templates and company requirements on the company Onsite page
• Share a read-only schedule with that company's helpdesk admins in the portal

Dispatch (primary workspace)

Open Dispatch under Delivery in the sidebar (truck icon). The route is /dispatch (older /onsite links redirect here).

Board

The board shows technicians as rows and days as columns for this week and next.

• Coverage visits (standing presence) and dispatch visits (ticket/reactive) use different chip colors
• Unassigned visits appear on a Needs dispatch row and can be dragged onto a technician
• Hover a cell for the full list when more visits exist than fit
• Use the date controls in the header to move the two-week window
• Sticky legend at the bottom explains chip colors and absence hatching
• Filter chips (Team, Region, Customer, Type) remember your last choice when you return from the sidebar — the date window always resets to the current two weeks

Staff with schedule create and update permission (including technicians for self-dispatch) can assign and create visits. Everyone with schedule read can open the board.

Needs dispatch

A prioritized queue of work that still needs attention:

• Unassigned visits
• Ticket-linked “needs onsite” items (may not have a date yet)
• Preferred tech unavailable (PTO, training, holiday)
• Double-booked same-day visits
• Coverage shortfalls vs contracted weekly hours

Aged items (unfilled for 48+ hours) pin to the top. You can assign a technician with a date; start time is optional.

Coverage

A company list comparing:

• Contract — weekly onsite hours from the company requirement
• Delivered — scheduled hours in the last few weeks that count toward coverage
• Status — on track, under-served, or no requirement set

Under-served means under 80% of contracted hours in the window, or 21+ days since the last visit. Open a company to manage its requirement or schedule.

Send someone onsite

Use Dispatch someone in the header, or open an existing chip to edit.

1. Choose the site (company)
2. Optionally Set date & time (and duration) — leave this off for “needs onsite” queue items with no calendar day yet
3. Enter a reason for the visit
4. Pick who goes (or leave unassigned). When a Team filter is active on the board, the Who list starts with that team only — use Show all in the dialog if you need someone else
5. Choose notifications for the technician and/or a site contact
6. Optionally count the visit toward contracted coverage, and set a linked ticket to Appointment scheduled

From a ticket

1. Open a ticket that has a company
2. Open ⋯ More actions → Schedule onsite
3. The form opens with company and ticket linked; the ticket assignee is selected when present
4. Leave date/time off to queue the work in Needs dispatch, or set a day when you know it

Company Onsite page

Per-company detail still lives on the company record:

1. Companies → select a company → Onsite tab

There you manage:

• Weekly template — recurring days and hours (auto-generated visits)
• One-time visits and the two-week calendar for that company
• Required hours per week (used by Coverage and the progress bar)
• Share with helpdesk admins — portal read-only calendar for that company only

Automatic generation

• Visits for the next two weeks are created automatically overnight from the weekly template
• Generate Next 2 Weeks fills missing visits immediately (safe to run more than once)

Sharing with helpdesk admins

Turn on Share with helpdesk admins on the company Onsite page. Helpdesk admins for that company see Onsite in the customer portal: visits and office holidays only — never internal staff OOO, on-call, or travel. Turn sharing off when the schedule should be staff-only again.

Undated “needs dispatch” items created from tickets stay on the staff Dispatch queue and do not appear on the portal calendar.

Dashboard module

Add Onsite Schedule on a dashboard for a compact two-week view:

1. Edit a dashboard and enable Onsite Schedule
2. Leave company blank for all visits, or pick one company
3. Save

View all opens Dispatch.

Permissions

Viewing

• schedules:read — Dispatch board (view), company Onsite tab, Coverage (also needs customers:read)
• Includes technicians, managers, admins, and other roles that already had schedule read access

Dispatching and scheduling (self-dispatch included)

• schedules:create and schedules:update — Dispatch someone, assign from the queue, drag-and-drop assign, create visits from a ticket
• Technicians have create and update so they can self-dispatch and claim unassigned work
• Managers and above also have schedules:delete for full remove/unassign of crews when needed

Portal sharing

• Staff who can update the company control Share with helpdesk admins
• Helpdesk admins only see shared company schedules in the portal

Best practices

1. Use Dispatch day-to-day; use the company Onsite page for templates and requirements
2. Prefer Needs dispatch for unassigned and ticket-sourced work before inventing new visits
3. Set a date and duration when you lock a calendar day; leave them off when the work is still “needs someone”
4. Link reactive work from the ticket so coverage reporting can separate dispatch from contracted coverage
5. Keep weekly templates accurate so overnight generation stays trustworthy

Troubleshooting

I don’t see Dispatch in the sidebar

You need schedules:read. Ask an admin to grant schedule access for your role.

I can open Dispatch but cannot assign

You need both schedules:create and schedules:update. Technicians receive these for self-dispatch; other roles follow your workspace seed.

Helpdesk admin does not see Onsite in the portal

Confirm Share with helpdesk admins is on for that company, and the user is a helpdesk admin for that company.

Coverage shows no requirement

Open the company Onsite page and set Required hours per week. That value drives the Coverage tab.

See also

• Calendar — availability, PTO, and capacity
• Company Management — customers and contacts
• Tickets — ticket actions including Schedule onsite
• Customer Portal — helpdesk admin portal views

Overview

Dispatch is the workspace home for onsite work. Use it to see who is onsite, fill open visits, and check whether contracted coverage is being met. Per-company onsite pages still hold weekly templates, requirements, and portal sharing.

With Dispatch you can:

• See a two-week board of staff vs days (coverage and reactive dispatch)
• Work a Needs dispatch queue of unassigned visits, conflicts, and gaps
• Review Coverage — contracted hours vs delivered, under-served companies
• Send someone onsite from the board or from a ticket
• Keep recurring weekly templates and company requirements on the company Onsite page
• Share a read-only schedule with that company's helpdesk admins in the portal

Dispatch (primary workspace)

Open Dispatch under Delivery in the sidebar (truck icon). The route is /dispatch (older /onsite links redirect here).

Board

The board shows technicians as rows and days as columns for this week and next.

• Coverage visits (standing presence) and dispatch visits (ticket/reactive) use different chip colors
• Unassigned visits appear on a Needs dispatch row and can be dragged onto a technician
• Hover a cell for the full list when more visits exist than fit
• Use the date controls in the header to move the two-week window
• Sticky legend at the bottom explains chip colors and absence hatching
• Filter chips (Team, Region, Customer, Type) remember your last choice when you return from the sidebar — the date window always resets to the current two weeks

Staff with schedule create and update permission (including technicians for self-dispatch) can assign and create visits. Everyone with schedule read can open the board.

Needs dispatch

A prioritized queue of work that still needs attention:

• Unassigned visits
• Ticket-linked “needs onsite” items (may not have a date yet)
• Preferred tech unavailable (PTO, training, holiday)
• Double-booked same-day visits
• Coverage shortfalls vs contracted weekly hours

Aged items (unfilled for 48+ hours) pin to the top. You can assign a technician with a date; start time is optional.

Coverage

A company list comparing:

• Contract — weekly onsite hours from the company requirement
• Delivered — scheduled hours in the last few weeks that count toward coverage
• Status — on track, under-served, or no requirement set

Under-served means under 80% of contracted hours in the window, or 21+ days since the last visit. Open a company to manage its requirement or schedule.

Send someone onsite

Use Dispatch someone in the header, or open an existing chip to edit.

1. Choose the site (company)
2. Optionally Set date & time (and duration) — leave this off for “needs onsite” queue items with no calendar day yet
3. Enter a reason for the visit
4. Pick who goes (or leave unassigned). When a Team filter is active on the board, the Who list starts with that team only — use Show all in the dialog if you need someone else
5. Choose notifications for the technician and/or a site contact
6. Optionally count the visit toward contracted coverage, and set a linked ticket to Appointment scheduled

From a ticket

1. Open a ticket that has a company
2. Open ⋯ More actions → Schedule onsite
3. The form opens with company and ticket linked; the ticket assignee is selected when present
4. Leave date/time off to queue the work in Needs dispatch, or set a day when you know it

Company Onsite page

Per-company detail still lives on the company record:

1. Companies → select a company → Onsite tab

There you manage:

• Weekly template — recurring days and hours (auto-generated visits)
• One-time visits and the two-week calendar for that company
• Required hours per week (used by Coverage and the progress bar)
• Share with helpdesk admins — portal read-only calendar for that company only

Automatic generation

• Visits for the next two weeks are created automatically overnight from the weekly template
• Generate Next 2 Weeks fills missing visits immediately (safe to run more than once)

Sharing with helpdesk admins

Turn on Share with helpdesk admins on the company Onsite page. Helpdesk admins for that company see Onsite in the customer portal: visits and office holidays only — never internal staff OOO, on-call, or travel. Turn sharing off when the schedule should be staff-only again.

Undated “needs dispatch” items created from tickets stay on the staff Dispatch queue and do not appear on the portal calendar.

Dashboard module

Add Onsite Schedule on a dashboard for a compact two-week view:

1. Edit a dashboard and enable Onsite Schedule
2. Leave company blank for all visits, or pick one company
3. Save

View all opens Dispatch.

Permissions

Viewing

• schedules:read — Dispatch board (view), company Onsite tab, Coverage (also needs customers:read)
• Includes technicians, managers, admins, and other roles that already had schedule read access

Dispatching and scheduling (self-dispatch included)

• schedules:create and schedules:update — Dispatch someone, assign from the queue, drag-and-drop assign, create visits from a ticket
• Technicians have create and update so they can self-dispatch and claim unassigned work
• Managers and above also have schedules:delete for full remove/unassign of crews when needed

Portal sharing

• Staff who can update the company control Share with helpdesk admins
• Helpdesk admins only see shared company schedules in the portal

Best practices

1. Use Dispatch day-to-day; use the company Onsite page for templates and requirements
2. Prefer Needs dispatch for unassigned and ticket-sourced work before inventing new visits
3. Set a date and duration when you lock a calendar day; leave them off when the work is still “needs someone”
4. Link reactive work from the ticket so coverage reporting can separate dispatch from contracted coverage
5. Keep weekly templates accurate so overnight generation stays trustworthy

Troubleshooting

I don’t see Dispatch in the sidebar

You need schedules:read. Ask an admin to grant schedule access for your role.

I can open Dispatch but cannot assign

You need both schedules:create and schedules:update. Technicians receive these for self-dispatch; other roles follow your workspace seed.

Helpdesk admin does not see Onsite in the portal

Confirm Share with helpdesk admins is on for that company, and the user is a helpdesk admin for that company.

Coverage shows no requirement

Open the company Onsite page and set Required hours per week. That value drives the Coverage tab.

See also

• Calendar — availability, PTO, and capacity
• Company Management — customers and contacts
• Tickets — ticket actions including Schedule onsite
• Customer Portal — helpdesk admin portal views