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Creating an ad hoc Route Service work order in the Pega Route Service Dispatcher portal

Updated on October 6, 2020

A work order defines the work to be performed by the field worker at a customer location. As a dispatcher, you can create an ad hoc work order in the Dispatcher portal to initiate any work to be performed.

  1. In the upper right corner of the Pega Route Service Dispatcher portal, click the Add icon.

  2. Select Create work order.

  3. On the Create work order tab, select a customer for whom you want to create a work order.

  4. To configure the type of the work order, perform either of the following actions:

    • Select the Configured product related tab, skip to step 5.
    • Select the General tab, skip to step 6.
  5. If the customer-reported issue is for a configured product, select the appropriate Configured product.

  6. Select the customer Location.

    Based on the location selected, the primary contact configured information is automatically populated in the Contact at location field. If more than one contact is linked to the location, you can select an appropriate contact from the Contact at location list.

  7. Optional:

    To associate the work order with an existing route plan, select a route from the Route name list.

  8. To add the skills and certifications that are required to perform this work, click Add skill and Add certification, and complete the displayed fields.

  9. Click Next.

  10. On the Schedule Details tab, in the Would you like to schedule this work order field, choose one of the following options:

    To schedule this order now, select Yes.
    1. Define a date range.

    2. Click Search to search for the available slots of various field workers in a service territory.

    3. Select the slot that you want.

    4. Click Finish.

    To schedule this work order later, select No, leave unassigned.Click Finish.

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