As a dispatcher, you can update the existing customer contact details at any time, irrespective of the status of the work order. Contacts are individuals who are responsible for the customer account. A contact can play one of the following roles: to act as a business contact on a service request and to act as a work contact at a job location. If a customer has multiple contacts, one of the contacts created is assigned as a primary contact. The primary contact is the first contact to be selected when a job is created; other contacts can be selected instead of the primary contact, as appropriate.

1. In the Pega Field Service Dispatcher portal, to open the work order that you want to modify, perform either of the following actions:

   • Click a work order on the timeline.
   • Click a work order pin on the map.

2. To update the existing customer contact details, on the work order review harness, click the Edit icon next to the On-location Contact field.

3. Optional:

   Add a new customer contact if it does not exist in the displayed list. Perform the following steps to add a new contact:

   1. Click Add new next to Contact at job location.

   2. In the Create contact window, complete the displayed fields.

   3. Click Submit.