Scheduler

Scheduler is a monthly calendar view displaying the unavailability of technicians and the number of open requests and open/pending problems, changes, projects, tasks, and reminders assigned to them at any given time.

Role required: SDAdmin, SDSiteAdmin, and SDCo-ordinator.

SDAdmin can view and edit schedules of technicians and support groups across all sites.

SDSiteAdmin and SDCo-ordinator can view and edit unavailability of technicians associated to their sites.

Other technicians can view only their pending requests, problems, changes, tasks, and reminders. Only when admin enables the delegation can a technician mark their unavailability.

Accessing Scheduler

You can access the scheduler from the Home page by clicking the Scheduler tab.

Alternatively, you can go to Quick Actions in the header and select Scheduler.

Scheduler Elements

The Scheduler shows the current month along with buttons to navigate to the previous and upcoming months.
The current date will be circled in blue.
Number of requests, problems, changes, projects, tasks, and reminders pending with technicians will be linked to their corresponding due by dates.
To view specific schedules, select the site, technician, and support group from the respective drop-downs on the top.
The company holidays, weekends, and technician unavailability are marked on the corresponding days as per the color codes below the scheduler, as shown:

Scheduler Operations

Using Scheduler, you can perform the following actions:

Mark, edit, and cancel unavailability
Configure delegation
Add task
View summary of open tasks/requests/problems/changes/projects
View online technicians
Add or view reminders

Mark Unavailability

Mark unavailability on the Scheduler to:

Keep track of technicians on leave
Avoid assigning work to unavailable technicians/groups
Delegate tasks to other available technicians/groups

You can mark technician unavailability for any day in the Scheduler.

Go to Scheduler.
Select the site and technician from the drop-downs on the top of the Scheduler. Use the Select Group drop-down to filter technicians by group.
Click Mark Unavailability icon on the required date to add an entry.

In the Mark Unavailability form,
- The technician or support group name and the date will be displayed on top.
- Enter the following details:

Field Name	Description
Unavailability Type*	Select the unavailability type from the drop-down.
Duration*	Click the calendar icon and select the date(s) and mark hour-based unavailability in the calendar. Click Apply.
Reason	Describe the reason for unavailability.
Configure Delegations The following fields are displayed only when: • Delegation is enabled in the Setup. • Marking unavailability for current date and upcoming days.
Delegate Request Ownership	Choose an option to delegate requests of unavailable technicians: Move to Unassigned: Move requests to Unassigned state. To the technician: Select a technician to delegate requests to. Before you select, ensure that the technician has the request access. Take no action: Not to delegate requests As per global configuration: Requests will be delegated based on Delegation setup. Hover over the info icon to view the current setup.
Delegate Approvals	Choose an option to delegate request/change/release/problem/purchase order approvals pending with unavailable technicians: To Organization Roles: Select the role who needs to approve on behalf of the unavailable technician. To the user: Select the user to delegate approvals to. Before you select, ensure that the user has approval permissions. Take no action: Not to delegate approvals. As per global configuration: Approvals will be delegated based on Delegation setup. Hover over the info icon to view the current setup.

*Mandatory fields

After you enter the details, click Save.

You can also add multiple unavailability types in the same form. To do that,

Click + New Unavailability on the left pane.

You can only add a new type after saving the previous one.

You can configure a technician's unavailability for different days from the same form.

Select a new unavailability type.
Fill out the required details and click Save.

All the marked unavailability types will be listed on the left pane, as shown:

While adding a new unavailability, make sure that you select a duration that doesn't overlap with other unavailability types.

You can also mark unavailability and view due requests from the Tech Availability Chart.

Technicians and requesters can mark their own unavailability and delegate their items only when permission is enabled in the global delegation.

View Unavailability

You can view the unavailability marked for technicians or groups on a particular day in the Scheduler.

Go to Scheduler.
Select the required site and technician from the drop-downs on the top of the Scheduler. Use the Select Group drop-down to filter technicians by group.
Click the Unavailability link or icon on the required date.

Unavailability details, including the type and duration, are displayed in a pop-up.

Click the required entry to view the details, edit or cancel unavailability.

Edit Unavailability

To edit the unavailability,

Go to Scheduler.
Select the site and technician from the drop-downs on the top of the Scheduler.
Click the unavailability link on the date you want.
Click the edit icon at the top of the Mark Unavailability pop-up.

Edit the required information and click Save.

Cancel Unavailability
To cancel the unavailability,
Go to Scheduler.
Select the site and technician from the drop-downs at the top of the Scheduler.
Click the unavailability link on the date you want.
Click the delete icon at the top-right of the Mark Unavailability pop-up.

Click Yes to cancel.

Canceling unavailability for any day within a leave period removes the entire unavailability for that period.

The canceled unavailability cannot be restored.

Add Tasks

You can add, view, assign, and reassign tasks via Scheduler. To do that,

Go to Scheduler.
Select the site and technician from the drop-downs at the top of the Scheduler. Use the Select Groups drop-down to filter out technicians by group.
Hover over the date you want.
Click the task icon .
.In the Add Task form, enter the required details.

*Mandatory fields

After you fill out the details, click Save.

You can add tasks to technicians only for the current day and beyond.

For more information, refer to Add Tasks.

View Summary of Tasks/Requests/Problems/Changes/Projects

By default, the number of requests, tasks, problems, projects, and changes pending with technicians will be linked to their due by dates in the Scheduler.

Select the site, technician/group you want to view from the drop-downs at the top of the Scheduler.
Click the link on the date you want.

You should now see a slider displaying the list of pending items on the left pane and the details of the first item.

Pick Up and Assign Items

You can pick up the task/request/problem/change you currently view on the slider or assign it to other technicians. To do that, click Pick Up or Assign on the toolbar accordingly.

To pick up or assign a different item or multiple items,

Go to the left pane on the slider.
Select the checkbox beside the item.
Click Pick Up or Assign (marked on the left) as needed.

You cannot assign Projects to other technicians.

View Online Technicians

In Scheduler, you can view and search for technicians who are currently logged in.

Click the icon beside the Site drop-down on the top.

Reminders (Online Technicians only)

You can set reminders for high-priority items via Scheduler.

Go to Scheduler.
Hover over the date you want.
Click the Add Reminder icon .

In the Add Reminder pop-up,
- Describe the reason for the reminder.
- Set the date and time for the reminder.
- Choose a duration to receive emails regarding the set reminder.
Click Save.

The set reminder will be linked to the corresponding day in the Scheduler as shown:

Online technicians cannot view the reminders of other technicians.

Refer alternate ways to add reminders.

Scheduler

Accessing Scheduler

Scheduler Elements