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Setting Up the SM Dispatch Board

SM Dispatch Board Setup defines boards for tracking and scheduling work-order trips. The default board All opens automatically if you open SM Dispatch Board before custom boards exist. It shows all technicians and all work orders for the active SM company. On All, customization is limited to refresh interval, custom queries, and which standard queries show — you cannot filter technicians or work orders. Custom boards control technicians, work orders (by service center and/or division), custom queries, and which standard queries are active.

Trimble lives under Call Handler / Dispatch Board (not under Service Management Setup forms). Closest procedure: Set up a Custom Dispatch Board. Day-to-day use: Using the SM Dispatch Board.

Before you start​

  • Active SM company (All board is company-wide).
  • Each technician on a board must have a work schedule in SM Technicians. At least one technician is required to use a custom board in SM Dispatch Board.
  • Custom queries must already exist in VA Inquiries before they can be assigned.
  • Service center is required if a division is set.

Steps (custom board)​

  1. Open SM Dispatch Board Setup (Service Management → Programs → SM Dispatch Board Setup).
  2. Enter Board Name (custom only; All name cannot be changed; up to 50 characters).
  3. Optionally set Service Center (required if division is used). Blank = all work orders, any center.
  4. Optionally set Division (F4, valid for that center). Blank center + blank division = all work orders. Center set + blank division = all WOs for that center.
  5. Set Refresh Interval if not leaving the default (procedure cites 180 seconds; field defs only require ≥ 10 seconds). Auto-refresh uses that value.
  6. Optionally check Hide Board from Board Choices so the board does not appear in the selector (on open) or the drop-down above the calendar. Hide does not change setup.
  7. Optionally check Refresh Board on Work Order Save and/or Refresh Board on Scope Save (both default unselected). Do not select if large data or custom queries — performance risk on save.
  8. Technicians tab: add active technician (F4). F5 or lookup Setup can create a technician on the fly. Save. Repeat. Active on this tab is display-only from SM Technicians.
  9. Custom Queries tab: Query Name (F4), save, repeat. Custom queries show below the standard ones.
  10. Standard Queries tab: cannot add/delete. Deselect Active to hide a query. Save. Repeat. Active defaults selected.

Standard queries​

  • Overdue — overdue, not yet scheduled; only shows if any exist.
  • Unassigned — not scheduled and not past due, or no due date; new WOs land here.
  • In Progress — trips scheduled to a tech, not complete.
  • Incomplete — trips done, scopes still Open; drops off after scopes closed and WO billed. (One form note wrongly says “Completed.”)
  • On Hold — only if any on hold.

Hard rules​

  • Trips in the Unscheduled or Scheduled/Unassigned columns show on every board, ignoring division and service center.
  • All board cannot be deleted. Other boards can be deleted even if in use. Delete does not remove technicians, queries, or trips (board is a snapshot).
  • Color key (topic): working = white, not working = gray, unavailable time (SM Technician Unavailable Time) = pink.
  • Field Service dashboard button exists only after Vista Web URL is set in VA Site Settings; otherwise links go to the Viewpoint marketing site.

Notes​

  • Related: SM Dispatch Board (operational), SM Technicians / Setting up a Service Technician, SM Technician Unavailable Time, VA Inquiries, SM Work Orders, Field Service SM Dashboard. Same area also covers scopes on hold, technician sorting, quick reference, trips, and Call Handler.