The status associated with a Local Service is automatically set and adjusted throughout the life of the service. For example, when a service is sent to dispatch it is assigned to a “Pending” state and when this service is cleared by a dispatcher then the status is “Reserved.” Further, if assignments are made to the service, such as crew being assigned to the job, then the status reflects its “Dispatched” state. The following is the anticipated flow of a service based on its status:
Idle
Pending
Reserved
Dispatched
The following actions result in adjustments to the status:
NOTE: Refer to Local Dispatch Workflow more information on the service request process.
•Sending a Service to Dispatch
o Idle or pending services can be sent to dispatch through the Send to Dispatch feature in Local Services. This sets the status to “Pending” and it is possible to repeat the Send to Dispatch on pending services. Notes attached to each send are stored on the order under a Dispatch Note.
•Editing a Service
o Dispatcher generates a Work Ticket and/or makes crew or resource assignments to the service, then the status moves from “Reserved” to “Dispatched.” Dispatched services that have no assignments (crew or equipment) can be edited; however, only a dispatcher can edit a service that has assignments. Edited dispatched services remain in the “Dispatched” state.
o Services that are “Pending” or “Reserved” and subsequently edited result in the status reverting to “Idle.” These Idle services are no longer visible to dispatching.
•Declining a Service
o Dispatcher declines a service through Requested Services which sets the status to “Not Cleared.” These services can be edited as needed and sent back to dispatching.
•Cancelling a Service
o Cancelling a service from Local Services sets the status to “Cancelled.” These services can no longer be updated.
o Cancelling a service from Local Dispatch sends the request back to the order as “Not Cleared.”
•Voiding a Service
o Dispatcher can void a service which sets the status to “Void.” These services can no longer be updated.
You can view the Status through a like-named column within the Local Services tab.
Additionally, note that service status is not available in Local Dispatch. Additionally, there is a separate Dispatch Status that is managed within the Dispatch Center.
When services are cancelled, cleared, declined, or edited an email notification is sent to all appropriate personnel associated with the order. See Automatic Email for more information.
It’s important to understand the status values and their meaning since functionality may or may not be available depending on what state the service is in. The following table describes each of the statuses that can be attributed to a Local Services request along with detailing some of the restrictions and features that may be available to them.
|
Status |
Description |
|
Cancelled |
Users can cancel non-dispatched services through the Cancel Service(s) option within Local Services. Doing so sets the Status to “Cancelled” and prevents users from further work associated to the service, i.e., these services cannot be updated and sent to dispatch.
Automatic Email Cancelling a service notifies other personnel through an email. Refer to the “Cancel Service” section within the Email Options topic for details. |
|
Dispatched |
Services with allocated resources (crew and equipment assigned) through Local Dispatch will be in a dispatched state. These services can only be edited by a dispatcher (Labor Type of “Disp” assigned to their Personnel Setup record). Although a dispatcher can edit assigned services, it is recommended that if the Service Date is changed that either all assignments are removed from the service, in which case the service goes back to a “Reserved” state, or the service is voided and a new service added in its place. Services with no assignments but with work tickets generated for them show as “Dispatched” as well. These services can be edited through both the Local Services tab and through Local Dispatch. |
|
Idle |
New service requests added through Local Services will be in the idle state until sent to Local Dispatch through the Send To Dispatch function. Services added through Local Dispatch automatically show as “Reserved.”
NOTE: The Idle Services Report can be used to locate and validate idle services.
Editing most services sends it back to an “Idle” state.
Automatic Email Editing a service notifies other personnel through an email. Refer to the “Edit Service” section within the Email Options topic for details. |
|
Not Cleared |
Services declined through Requested Services or cancelled within the Dispatch Center will have a status of “Not Cleared.” Declining a service provides a dispatcher an opportunity to provide an explanation of the service cancellation; users can edit and resubmit the service. When declining a service through Requested Services, the dispatcher is prompted to provide a reason. This reason is included in an email to key order personnel (see Email Options Setup for details on the Decline Service email).
Automatic Email Declining a service notifies other personnel through an email. Refer to the “Decline Service” section within the Email Options topic for details. |
|
Pending |
Services sent to Local Dispatch through the Send To Dispatch function and not yet cleared will be in a pending state. When utilizing the Send To Dispatch feature, users can enter a Dispatch Note that is available for the dispatcher to review. Users can repeatedly send “Pending” services to dispatch and each note entered is appended to the Dispatch Note on that service. Editing a pending service sends it back to an “Idle” state.
Automatic Email Editing a service notifies other personnel through an email. Refer to the “Edit Service” section within the Email Options topic for details. |
|
Reserved |
Services that have been cleared or edited in Local Dispatch will be in a reserved state. These services will appear within the Dispatch Center grid and will remain in a reserved status until dispatch assigns crew and equipment.
Editing a reserved service sends it back to an “Idle” state.
Automatic Email Clearing a service notifies other personnel through an email. Refer to the “Clear Service” section within the Email Options topic for details. |
|
Void |
A dispatcher can perform a Void Work Ticket which assigns “Void” as the service status. These service can no longer be edited or worked. Voided By and Voided On information also displays within the Local Services grid. Refer to the Void Work Ticket information within Right Click Options (Local Dispatch) and to the Work Ticket topic for more information |
RELATED TOPIC:
Right-Click Options (Local Dispatch)