Technician Service Scheduling

Use the Technician Service Scheduling screen to view and assign work order segments to technicians at your dealership by dragging and dropping the associated work order blocks. Each work order block displayed on the screen can represent one or more work order segments.

Technicians are categorized as:

  • Road—can be assigned to work orders created at any location.

  • Branch—can only be assigned to work orders that are created at their associated Service Location, as specified on the Service Information tab of their employee profile.

To open the Technician Service Scheduling screen, navigate to Product Support > Service > Service Scheduling.

Topics in this section are:

See also: 

Prerequisites

Before you can begin using the Technician Service Scheduling screen, you must:

Screen Description

The search fields on the Technician Service Scheduling screen are:

Field Description
Search

Search for work order segment blocks by work order number.

When you use this field, the system highlights any orders that meet the selected criteria in blue.
Select Technician

Filters the work order segment blocks that are displayed in the calendar by technician ID, unless you are already filtering by a specific Shift. If you select a Shift and the screen currently displays the technicians associated with that shift, any technicians you enter into this field are removed from the calendar.

To display multiple technicians in the calendar, leave this field blank or separate the desired technician IDs with a space (do not use commas).
Shift

Filters the work orders/segments that are displayed in the calendar based on the shift associated with the assigned technician, as specified in the Inside/Outside/Shift field of the Service Information tab.

If you select a specific shift in this field, any technicians you enter into the Select Technician field are removed from the calendar.
Pause Auto Refresh

When you check this box, the service list does not automatically refresh when the screen loads or whenever the system automatically refreshes the list.

This is beneficial for dealers that have a large number of work orders and do not want frequent refreshes to inhibit modifications of multiple work orders.

The fields on the Technician Service Scheduling screen are:

Field Description
Unassigned/ Scheduled Sidebar

Depending on the selected filter, this panel displays one of these options:

  • Unassigned work order segments that are assigned to a non-real technician
  • Scheduled work order segments that are assigned to an active technician, but are not scheduled for the week currently displayed on the calendar

If you are viewing the Branch technician calendar, only work order blocks associated with your current location are listed in the sidebar.
If you are viewing the Road technician calendar, work order blocks from every location at your dealership are listed in the sidebar.

You can configure the amount of information that is displayed for each work order listed in the sidebar using the Selection Criteria screen.
Technician

Lists all of your dealership's technicians.

Note:  If you are viewing the Branch technician calendar, only technicians assigned to your current location are listed.
If you are viewing the Road technician calendar, only technicians for whom the Road Technician switch is activated are listed (as specified on the Service Information tab of their employee profile).

For an employee to be listed as a technician, these conditions must be met:

  • Technician Rate information as well as Shift Hours for at least one day are configured for the employee on the Service Information tab.
  • The Class assigned to the technician's Employee Profile is active for service scheduling (the Omit From Scheduling switch for the selected Class is deactivated on the Classes screen).
  • The Category assigned to the technician's Employee Profile is not N/A (any employee assigned a Category of N/A will not appear on the Technician Service Scheduling screen).
  • The employee is not terminated (the Termination Date field on the Employee Profile tab is blank).

In addition to the technician name, the total work hours assigned to all technicians is displayed at the top of the column, as well as the Weekly scheduled work hours, Total scheduled work hours, and Overdue work hours for the selected technician (if applicable).

The values in the Weekly, Total, and Overdue fields are driven by the work orders that are scheduled for the technician, compared to the Shift Hours that are configured for the technician on the Service Information tab. For example, if you assign the selected technician to work on 3 work orders this week totaling 20 scheduled hours and the same technician has shift hours for 6 days of the week totaling 48 hours, the Weekly value displays as "20/48".

If Overdue hours are listed for a technician, the work order number that has yet to be completed is displayed.

If the technician's name appears highlighted in green, it is because they are currently logged on to a work order/segment.
Calendar View

The calendar view always opens to today's date and displays all open work order segments (not signed off, closed, or deleted) that are scheduled for the selected technician(s) for the next 7 days. Depending on the manner in which you schedule the work order segments, the order blocks are either displayed in cascading order based on priority code (Priority Scheduled Orders), or simply listed on the Scheduled Start Date of the order (Date Scheduled Orders).

For more information about Priority Codes, see the Segments help topic.

For more information about how to schedule a Priority Scheduled Order or a Date Scheduled Order, see the Drag and Drop Service Scheduling Overview topic.

Below each date at the top of the calendar the system displays the total scheduled hours and the total available hours for all technicians on that date. The total scheduled hours and the total available hours for the selected technician are also displayed in parentheses.

Days on which a technician is partially unavailable (based on time off that is booked on the Time Off Hours screen) appear with a striped gray background. Days on which a technician is completely unavailable (based either on their Shift Hours or scheduled time off) appear fully grayed-out and you cannot schedule service for these days.

You can configure the amount of information that is displayed for each work order block that is displayed in the calendar using the Selection Criteria screen.

The color of each work order segment block that is displayed in either the calendar or sidebar represents the status of the order:

Color Description
Yellow There are no issues with starting or completing the order on time (i.e., there are enough hours to complete and start the service on time).
Gray The technician is currently Logged On to the order but the order is not assigned to them.
Red

There is an error. Can be one of:

  • The segment will not be completed by the Estimated Completion Date, based on the selected technician's available hours and number of estimated hours that currently remain on the segment.
  • No Estimated Hours are configured for the segment.
  • The number of hours worked on the segment surpass the number of Estimated Hours that are configured for the segment.
  • The service for the segment begins before the Scheduled Start Date.
Orange The selected work order segment is assigned Reason code S (Preventative Maintenance), as specified on the Segments tab of the order.
Green (outline) The selected technician is currently Logged On to at least one of the segments represented by the block.
Blue (outline) The selected work order block meets the search criteria that you entered in the Search field.

These icons allow you to view more information about each work order segment block on the Technician Service Scheduling screen:

Icon Description
M Click this icon to view any work order memos that are associated with the work order on the Work Order Memo screen.
S

Click this icon to view all the segments on the selected work order number.

This icon appears only if the segments associated with the selected work order are assigned to multiple technicians (real and non-real).
Click this icon to view any errors that are associated with the selected block.

Click this icon to open the Customer - Work Order Header tab, allowing you to make changes to the order.

If the Edit Work Order switch is deactivated on the Authorization List For Product Support - Service Scheduling screen, clicking this link opens the Work Order Details screen instead.

When the selected work order has multiple segments, click and hold this icon when you drag the block to the desired date/technician. When you release the block, the Select Segments To Assign window appears, allowing you to select the exact segments you want to assign to the technician that you drop the block on.

Although the Select Segments To Assign window appears by simply clicking the icon, if you want to unassign a specific segment you must physically click and drag the icon/block back to the Unassigned/Scheduled sidebar, then select the segments you want to assign to the non-real technician and enter the non-real technician number on the Unassigned Technician window.

A work order block that represents any segments still assigned to the technician remains on the calendar and a work order block that represents any unassigned segments appears in the Unassigned/Scheduled sidebar. For more information, see the table below.

The Technician Service Scheduling screen allows you to perform these actions:

Action Steps
To assign, reassign, or unassign work order segments Drag and drop the desired work order block to either the calendar or sidebar. Note that depending on where you drop the work order block, you can determine the priority code that is assigned to the order. For details, see the Drag and Drop Service Scheduling Overview.
To change the Road Technician setting, Service Location, Shift, or shift hours of a technician

Click the Edit Technician icon next to the desired technician.
The Employee Information window appears.

The Edit Technician icon appears only if the Edit Technician Info switch is activated in security system 819.

Changing any of the aforementioned settings using the Edit Technician icon can result in a number of changes for the work orders assigned to the selected technician. For details, see the Drag and Drop Service Scheduling Overview.
To book time off for a technician

Click the Technician name or the Need to record time off? Click here link.
The Time Off Hours screen appears.

If the Post Hours To Work Order switch is active for the time off code you use to schedule the time off hours with, the system forces you to post the hours to a work order. This is useful when your dealership employs work orders to track paid vacation, training, sick time, or other paid time off.
For details, see the Time Off (Add & Edit) screen help topic.
To create a work order Click the Need to create a work order? Click here to add link.
The Customer - Work Order Header tab appears.
To configure the amount of information that is displayed for each work order segment block Click the Filter icon.
The Selection Criteria screen appears.
To view any certifications awarded to a technician (if applicable) Click the Certification Lookup icon next to the desired technician name.
The Employee Certifications screen appears.
To switch between the Road Tech/Branch Tech calendars Click the Switch To Road Techs/Switch To Branch Techs switch.
The screen refreshes, displaying the selected calendar.
To refresh the calendar Click the Click here to refresh list link.
The calendar refreshes, displaying any new data.
To change the dates that are displayed in the calendar Click the Arrow icons to move either forward or backward by 1 week.

Security: 819 - Product Support - Service Scheduling

Revision: 2025.10