Onsite Scheduling

Overview

The Onsite Scheduling feature helps you manage customer visits, track recurring schedules, and organize customer requirements. Use this feature to:

• Schedule specific onsite visits
• Set up recurring weekly schedules
• Track customer requirements and projects
• Monitor visit status and completion
• Coordinate technician assignments

Accessing Onsite Scheduling

Onsite scheduling is accessed from each customer's detail page:

1. Navigate to Companies in the main navigation
2. Select a customer
3. Click on the "Onsite" tab

You'll see three main sections:

• Schedules: One-time and specific scheduled visits
• Weekly Schedule: Recurring weekly onsite schedules
• Requirements: Customer requirements and projects

Managing Schedules

Schedules are specific, one-time onsite visits that you plan and track.

Creating a Schedule

1. On the customer's Onsite page, click "New Schedule"
2. Fill in the schedule details:
   • Title: A descriptive name for the visit (e.g., "Server Maintenance", "Network Installation")
   • Description (optional): Additional details about the visit
   • Scheduled Date: The date of the visit
   • Scheduled Time (optional): The time the visit should start
   • Estimated Duration (optional): How long the visit is expected to take
   • Technician: Assign a technician to this visit
   • Location: The address or location where the visit will occur
   • Contact Person: Name of the contact at the customer site
   • Contact Phone: Phone number for the contact
   • Contact Email: Email address for the contact
   • Requirements (optional): Any special requirements or equipment needed
   • Notes (optional): Additional notes about the visit
3. Click "Save"

Schedule Statuses

Schedules can have the following statuses:

• Scheduled: The visit is planned but hasn't started yet
• In Progress: The visit is currently happening
• Completed: The visit has been finished
• Cancelled: The visit was cancelled
• Rescheduled: The visit was moved to a different time

Updating Schedule Status

1. Click on a schedule in the list
2. Update the status as needed:
   • When starting a visit, change status to "In Progress"
   • When finishing, change status to "Completed"
   • If cancelled, change status to "Cancelled"
3. You can also update:
   • Actual Start Time: When the visit actually started
   • Actual End Time: When the visit actually ended
   • Any other details that changed
4. Click "Save"

Editing or Deleting Schedules

1. Click on a schedule to open it
2. To edit: Make your changes and click "Save"
3. To delete: Click "Delete" and confirm

Managing Weekly Schedules

Weekly schedules are recurring templates that define regular onsite visits (e.g., "Every Monday, 4 hours").

Creating a Weekly Schedule

1. On the customer's Onsite page, scroll to the "Weekly Schedule" section
2. Click "Add Weekly Schedule"
3. Fill in the details:
   • Day of Week: Select which day of the week (Sunday through Saturday)
   • Hours: How many hours per visit
   • Technician: Assign a technician to this recurring schedule
   • Notes (optional): Any relevant notes
4. Click "Save"

Editing or Deleting Weekly Schedules

1. Find the weekly schedule in the list
2. Click the edit icon to modify it
3. Make your changes and click "Save"
4. Or click the delete icon to remove the recurring schedule

Note: Deleting a weekly schedule doesn't delete any specific schedules that were created from it. It only removes the recurring template.

Managing Customer Requirements

Customer requirements help you track projects, tasks, and needs that need to be addressed during onsite visits or separately.

Creating a Requirement

1. On the customer's Onsite page, scroll to the "Requirements" section
2. Click "Add Requirement"
3. Fill in the details:
   • Type: Select the type of requirement:
     • Hardware: Hardware-related needs
     • Software: Software installation or configuration
     • Network: Network infrastructure needs
     • Security: Security-related requirements
     • Maintenance: Maintenance tasks
     • Training: Training needs
     • Consultation: Consultation services
     • Other: Other types of requirements
   • Title: A descriptive name for the requirement
   • Description (optional): Detailed description
   • Priority: Set the priority (Low, Medium, High, Urgent)
   • Status: Current status (Pending, Approved, In Progress, Completed, Rejected, On Hold)
   • Due Date (optional): When this needs to be completed
   • Estimated Hours (optional): How long you expect this to take
   • Actual Hours (optional): How long it actually took (update after completion)
   • Cost Estimate (optional): Estimated cost
   • Actual Cost (optional): Actual cost (update after completion)
   • Assigned To: Assign a technician to this requirement
   • Notes (optional): Additional notes
4. Click "Save"

Requirement Statuses

• Pending: Requirement is created but not yet approved
• Approved: Requirement has been approved and is ready to work on
• In Progress: Work has started on this requirement
• Completed: Requirement has been finished
• Rejected: Requirement was rejected and won't be pursued
• On Hold: Requirement is temporarily paused

Tracking Requirement Progress

1. Click on a requirement to view its details
2. Update the status as work progresses:
   • Change to "Approved" when ready to start
   • Change to "In Progress" when work begins
   • Change to "Completed" when finished
3. Update Actual Hours and Actual Cost after completion
4. Set Completed At date when finished
5. Click "Save"

Best Practices

1. Plan ahead: Create schedules well in advance so technicians can prepare

2. Use descriptions: Add detailed descriptions to schedules so technicians know what to expect

3. Track time accurately: Update actual start/end times and hours to track productivity

4. Link to tickets: When creating schedules for ticket-related work, reference the ticket in notes

5. Set priorities: Use requirement priorities to help technicians focus on what's most important

6. Update statuses: Keep schedule and requirement statuses current so the team knows what's happening

7. Use recurring schedules: For regular visits, use weekly schedules instead of creating individual schedules each time

8. Track costs: Update cost estimates and actual costs to help with billing and budgeting

Common Scenarios

Regular Weekly Visit

1. Create a weekly schedule for the customer (e.g., "Every Monday, 4 hours")
2. The schedule template is saved
3. Individual schedules can be created from this template or tracked separately
4. Technician knows they have a regular commitment to this customer

One-Time Project Visit

1. Create a specific schedule for the project visit
2. Add all relevant details (location, contact, requirements)
3. Assign the appropriate technician
4. Track the visit status as it progresses
5. Update actual times and notes when complete

Tracking Customer Projects

1. Create requirements for each project or task
2. Set priorities and due dates
3. Assign technicians
4. Update status as work progresses
5. Track actual hours and costs
6. Mark as completed when done

Coordinating Multiple Visits

1. View all schedules for a customer on the Onsite page
2. See which technicians are assigned
3. Check status of each visit
4. Use this view to coordinate multiple visits and avoid conflicts

Permissions

Viewing Onsite Information

• Anyone with schedules:read permission can view schedules and requirements
• This includes viewing all schedules, weekly schedules, and requirements for customers you have access to

Creating and Managing Schedules

• Technicians and above with schedules:create permission can create schedules
• Technicians and above with schedules:update permission can edit schedules
• Technicians and above with schedules:delete permission can delete schedules

Managing Requirements

• Anyone with customers:create permission can create requirements
• Anyone with customers:update permission can update requirements
• Anyone with customers:delete permission can delete requirements

Troubleshooting

I Can't See the Onsite Tab

Problem: The Onsite tab doesn't appear on a customer's page.

Solution:

• Check that you have schedules:read permission
• Contact your administrator to grant the necessary permissions

I Can't Create a Schedule

Problem: You get an error when trying to create a schedule.

Solution:

• Verify you have schedules:create permission
• Make sure all required fields are filled in (title, scheduled date)
• Check that the technician you're assigning exists and is active

Schedule Status Won't Update

Problem: You can't change a schedule's status.

Solution:

• Ensure you have schedules:update permission
• Try refreshing the page
• Check that the schedule hasn't been deleted by someone else

Weekly Schedule Not Showing

Problem: A weekly schedule you created isn't appearing.

Solution:

• Refresh the page
• Verify the schedule was saved successfully
• Check that you're viewing the correct customer's Onsite page

See also

• Company Management - Learn about managing customers
• Calendar - Learn about technician availability and scheduling
• Tickets - Learn about ticket management