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Technicians may be auto-assigned Workflow in Service Desk and Service Desk Actions. The application assigns a Worker and a scheduled date to each Workflow, the Order and Actions are processed separately from each other.

Scheduling Requirements

Service Desk Order or Action "Due Date" field. This field is set one the Manage Service Order or Action forms. 

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The Auto Schedule process assigns a Worker to a Workflow based on several factors. To start auto-scheduling the Workflows click on the Image Modified button on the Workflow tab of Service Desk Order / Actions.

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Related Fields and Constants

• TECH_SCHEDULING_MODE (Constant) - Set technician scheduling to process forward or backward in time. Forward scheduling schedules Workflow starting at the current date and working towards the set end date. Backward scheduling will start at the end date and schedule backwards in time until it reaches the current date.

• SD_WORKFLOW_DEFAULT_CUSHION (Constant) - Amount of time to space before the first Workflow is scheduled. If TECH_SCHEDULING_MODE is set to FORWARD the first Workflow will start scheduling beginning at the current time plus the value of SD_WORKFLOW_DEFAULT_CUSHION. If TECH_SCHEDULING_MODE is set to BACKWARD the first Workflow will start scheduling beginning at the end date minus the value of SD_WORKFLOW_DEFAULT_CUSHION.

• JOB_SPLIT_THRESHOLD (Constant) - Maximum amount of time a Workflow can be scheduled in one day before being split into the next day.

• JOB_SPLIT_MIN_DURATION (Constant) - Minimum amount of time a Workflow can be scheduled in one day.

• Cushion (Field) - Located in Catalog > SLAs >SDC Time Specifications tab. Specifies the amount of time to add between the end date of the Action/Order and the scheduled end date of the last Workflow.

• Actual Hours (Check-Box) - Located in Catalog > SLAs > SDC Time Specifications tab. When this is checked, instead of using business hours (specified in constants) it will schedule using a 24/hr period.

• End of Day (Check-Box) - Located in Catalog > SLAs > SDC Time Specifications tab. When this is checked, on the day the Workflow is scheduled to end, instead of using an arbitrary end date based on the estimated time it will instead set the Workflow to end at the end of the work day.