Dispatch groups

Dispatch groups are used to define workforce areas for technicians, where the service can be provided. They are helpful to better organize the work on field. In the dispatch groups tab, you can assemble a team of technicians for a specific geographic area. The purpose is to focus workforce on one area, because having a dedicated group for your location is essential in the dispatch organizing process.

You can create and edit Dispatch groups in this menu.

Expand the menu by clicking the expand arrow in the navigation OR click directly on the Dispatch symbol to reveal all options of dispatch configuration.

Go to  DispatchGroups.

Create a new group

  1. Click to open the New group form.
  2. Fill in the Basic tab.

Form fields Description
Active Toggle Select if your new Dispatch Group should be set to active or not.
Name Insert a name for your new Dispatch Group.
Description Insert a description for your new Dispatch Group.
Timezone Select the timezone of your new Dispatch Group.


  1. (Optional step) Change system behavior

Learn more about system behavior here: Know-how: Automatization

By default both toggles are set to active, so the system takes smart decisions for you.

Setting System behavior Company intention
Activate fully automated dispatching (ON) Optimizer takes tickets automatically from the Dispatch tab and auto-adds them to the Timeline with no further user-interaction. We go visit the locations without prio contact, planning ahead only keeping our field service resources availability in mind.
Activate just-in-time publishing (ON) Optimizer publishes tickets automatically to engineers mobile app with no further user-interaction. Every planned intervention can be directly forwarded to the assigned resource without waiting for additional actions.


Depending on the combination of the toggles, different outcomes in the system are to be expected.

The effects of combining the upper (Switch 1) and lower switch (Switch 2) differently are explained below.

Setting System behavior
Schedule Appointments; Direct Publish
(OFF ₁) (OFF ₂)
Optimizer Manual, Publish Manual
Schedule Appointments; Manual Publish
(OFF ₁) (ON ₂)
Optimizer Manual, Publish Auto
Auto-Schedule; Manual Publish
(ON ₁) (OFF ₂)
Optimizer Auto, Publish Manual
Auto-Schedule; Direct Publish
(ON ₁) (ON ₂)
Optimizer Auto, Publish Auto


  1. Populate the Area definition tab to define the operating area.

  1. Select a country from the drop down first (eg. Germany).
  2. (Optional) Insert a city to further define the operating area (eg. Nuremberg).
  3. (Optional) Insert a state to further define the operating area (eg. Bavaria).
  4. Click on SHOW LOCATION to view the selected area on the map.

Case: Multiple areas

If the system detects multiple areas you have to decide for one. This is simply done by clicking inside the desired area. The notification will go away and the selected area will be highlighted in blue.

Case: Extend area manually

If you want to extend the area manually, because let's say, you're not happy with the polygon, you can manually drag & drop points to extend the area (not advised).

Let's assume you have an engineer that is not included and you want to adjust the polygon manually.

You click on a point and start to drag it...

....and then drop it to our target. The polygon changes.

  • If you are not happy with the selection, deletion of points is possible by clicking on the trash button next to a point.
  • If you are not happy at all with the polygon, you can also completely delete it by clicking the trash button in the right-upper corner.
  • If you want to revert the map polygon, you can click on the arrow in the right-upper corner.


You can use the mouse-wheel while on the map for zooming.

Tickets are automatically displayed within the dispatch group, if they come from the area that was drawn on the map.

It is crucial to have at least one area generally defined, otherwise group creation won't work at all.

  1. (Optional step) Fill in the filters tab to specify tickets that are displayed for this specific dispatch group. This step is optional and allows for better customization of the dispatch group.

Form fields Description
Filters Allows fine-tuning criteria for Dispatch Groups with the use of comparison and logical operators. Click to add a filter.
Condition Defines a condition for your filter criteria.
Operator Compares the condition with the comparison (eg. IS EQUAL; IS NOT EQUAL; IS LIKE; IS NOT LIKE).
Comparison Value Defines with which value the condition is compared.
Connector Lets you combine a Monitored Field with another Monitored Field.


You can add filters (eg. Status, Project, Country etc.) to further customize which tickets are displayed for the dispatch group.

Example 01: You want to have one dispatch group for complete Germany, but you can't draw complete Germany with the draw-points-button inside the map, so you have decided to draw an wider area, where Germany is within. You can add a Country filter for Germany in this case, so only Germany is defined for your dispatch group, so you give the system more precise input. The IS EQUAL comparison is case-sensitive.

Your filter would be: affectedCountry is equal to Germany

Example 02: You want to display tickets that belong to a specific company, let's say for example BetterClimate Corp. Instead of giving it the IS EQUAL operator you could also give it the IS LIKE operator. The IS LIKE operator takes values in consideration that aren't necessary case-sensitive. This means a ticket that would contain the name betterclimate would also be taken in consideration, because it contains something from the original value.

Your filter would be: affectedCompany is like BetterClimate Corp

The trash symbol right next to a filter lets you delete a filter.

  1. Fill in the resources tab to assign engineers for your new dispatch group.

Drag & Drop resources from the left available resources to the right selected resources window to add them to a group. Nearest engineers of the dispatch group are sorted first in the list.

  1. Click Save.

1. You need at least one created and active dispatch group in order to successfully use the optimizer. If there is no active dispatch group set, the Ticket Pool in work place (Dispatch section) won't display tickets and won't display any engineers in the Timeline.
2. It is crucial to have at least one engineer assigned, otherwise group creation will not work.
3. An engineer can be used for multiple dispatch groups, admin panel therefore also offers the possibility to assign one engineer for multiple dispatch groups.

Edit a group

  1. Select the group item you want to edit from the list in the Dispatch Group Main View.
  2. Edit the wished form fields inside the following tab or tabs: Basic, Area definition, Filters, Resources.
  3. Click Save.

When configuration changes occur in admin panel, work place will inform you about those changes and allow you to quickly load the new configuration by clicking the Reload button in the header.

Customize table view

Click on the customize table view symbol to adjust the displayed table view to your needs.