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Assign Technician Manage Calendar - Advanced

This recipe demonstrates the most sophisticated approach to automatic ticket assignment, where Neo not only assigns tickets and creates schedule entries but also intelligently manages existing calendar commitments. Neo can reschedule tentative calendar entries to optimize schedules and accommodate higher-priority work, using cascade rescheduling to maintain chronological order.

Overview​

Advanced technician assignment with calendar management helps you:

  • Automatically assign tickets with intelligent calendar optimization
  • Reschedule existing tentative entries to accommodate urgent work
  • Maintain chronological order through cascade rescheduling
  • Maximize calendar efficiency and minimize schedule conflicts
  • Prioritize work based on importance and urgency
  • Optimize technician productivity through dynamic scheduling

Prerequisites​

For this recipe to work effectively, you need:

  • Advanced Calendar Integration: Full calendar integration with read/write access to technician schedules
  • Tentative Entry Management: Clear policies on what constitutes tentative vs. confirmed appointments
  • Priority Framework: Well-defined priority system for determining schedule precedence
  • Scheduling Policies: Guidelines for how far in advance work can be rescheduled
info

This is a Triggered workflow that represents the most advanced assignment capability. It builds upon schedule entry creation by adding intelligent calendar reorganization.

How It Works​

This recipe uses a Triggered Workflow that activates when tickets need assignment. Neo performs comprehensive analysis of technician availability, existing commitments, and calendar optimization opportunities. When beneficial, it can move existing tentative entries to better time slots to accommodate new high-priority work, using cascade logic to maintain schedule integrity.

Workflow: Advanced Calendar-Managed Assignment​

Basic Configuration​

  1. Type: Triggered
  2. Trigger: When tickets become unassigned, especially high-priority or time-sensitive work
  3. Find Entities: Identify tickets requiring assignment with calendar optimization
  4. Dispatch Ticket: Assign with full calendar management and rescheduling capabilities
  5. Add Ticket Note: Document assignment, scheduling, and any calendar changes made
  6. Assign Ticket: Complete the assignment process

Detailed Setup​

Step 1: Create the Workflow​

  • Name: "Assign Technician Manage Calendar - Advanced"
  • Type: Triggered
  • Trigger Conditions: Configure for tickets that benefit from optimized scheduling

Step 2: Configure Entity Filters (Find Entities Action)​

Ticket Conditions:

  • Owner.Name = null (unassigned tickets)
When to Use Advanced Management

This workflow is most beneficial for tickets with specific time requirements, customer-requested times, or high-priority work that should take precedence over routine maintenance.

Step 3: Add Actions​

Action 1: Dispatch Ticket

Technician Pool:

  • Select technicians who can handle the ticket types and participate in advanced scheduling
  • Ensure all technicians understand that tentative entries may be rescheduled

Key Settings:

  • ✅ Consider Technician Calendar: Essential for comprehensive calendar management
  • ✅ Consider Technician Workload: Balances assignments while optimizing time allocation
  • ✅ Consider Technician Profile: Ensures skill and expertise matching

Advanced Calendar Settings:

  • ✅ Add Schedule Entry: Enabled (creates optimized calendar appointments)
  • ✅ Allow Update Existing Tentative Scheduled Entries: The key feature for advanced management
  • Scheduled Entry Settings:
    • SLA Events: "Resolve" (or relevant SLA milestone)
    • Urgent Priorities: Configure priorities that can trigger rescheduling
    • Allowed Time Slots: "30 minutes", "15 minutes"
    • Days in the Future: 2 (allows scheduling up to 2 days ahead)
    • Scheduled Entry Location: "In-house" (or appropriate default)

Workload Settings:

  • Criteria: "Number of Tickets Assigned"
  • Workload Difference Threshold: 3
  • Consider Tickets: "Ticket Last Update"
  • Include Tickets Worked in Last N Days: 2

Action 2: Add Ticket Note

  • Note Type: Internal Note
  • Purpose: Documents assignment, scheduled time, and any calendar reorganization performed

Action 3: Assign Ticket

  • Send Email to Owner: Recommended to notify technician of schedule changes
  • Update Ticket Status: Consider status that reflects scheduled state

Advanced Scheduling Logic​

Tentative Entry Rescheduling​

When Neo Reschedules:

  • Higher priority ticket needs scheduling
  • Customer-requested time slot is already occupied by tentative work
  • Better calendar optimization can be achieved through rescheduling
  • SLA requirements necessitate earlier completion

Rescheduling Rules:

  • Only tentative entries are moved (confirmed appointments remain fixed)
  • Cascade logic maintains chronological order of rescheduled items
  • Rescheduled entries maintain their duration and requirements
  • All moves respect technician availability and constraints

Cascade Scheduling Process​

Step 1: Identify Optimization Opportunity

  • New ticket requires specific time slot
  • Existing tentative entry occupies that slot
  • Alternative slots available for the tentative work

Step 2: Plan Cascade Moves

  • Identify chain of tentative entries that need moving
  • Calculate new time slots that maintain chronological order
  • Verify all moves respect calendar constraints

Step 3: Execute Rescheduling

  • Move tentative entries to new optimized time slots
  • Create new entry for the incoming ticket
  • Update all affected calendar entries
  • Notify technician of schedule changes

Advanced Variations​

Priority-Based Rescheduling​

Emergency Escalation Workflow:

  • Trigger: Priority 1 or customer escalation tickets
  • Rescheduling Authority: Can move any tentative entry
  • Time Horizon: Up to 5 days for optimization
  • Notification: Immediate alerts for significant schedule changes

Project Integration Workflow:

  • Trigger: Project-related tickets with dependencies
  • Rescheduling Logic: Consider project timelines and milestones
  • Coordination: Integrate with project management systems
  • Time Slots: Longer slots for project work (1-4 hours)

Customer-Driven Scheduling​

Customer Preference Workflow:

  • Trigger: Tickets with specific customer time requirements
  • Rescheduling Priority: Customer preferences take precedence
  • Communication: Automatic customer confirmation of scheduled times
  • Flexibility: Multiple time options when rescheduling is needed

Workload Optimization​

Efficiency Maximization Workflow:

  • Trigger: When calendar optimization can improve productivity
  • Rescheduling Goals: Minimize travel time, group similar work
  • Geographic Logic: Optimize for on-site visit efficiency
  • Time Blocking: Create focused work periods for complex tasks

Best Practices​

Calendar Management Policies​

  • Clear Tentative Guidelines: Define what makes an entry tentative vs. confirmed
  • Rescheduling Limits: Set boundaries on how often entries can be moved
  • Technician Communication: Keep technicians informed of schedule changes
  • Customer Impact: Consider customer expectations when rescheduling

Scheduling Optimization​

  • Priority Clarity: Maintain clear priority definitions for rescheduling decisions
  • Time Boundaries: Set reasonable limits on how far entries can be moved
  • Confirmation Protocols: Establish when tentative entries become confirmed
  • Exception Handling: Plan for scenarios where rescheduling isn't possible

Change Management​

  • Technician Training: Ensure team understands advanced scheduling concepts
  • Customer Communication: Develop protocols for schedule change notifications
  • Rollback Procedures: Plan for reverting problematic schedule changes
  • Performance Monitoring: Track the impact of advanced scheduling on productivity

Integration Considerations​

  • PSA Synchronization: Ensure complex schedule changes sync correctly
  • Mobile Access: Provide technicians mobile access to updated schedules
  • Escalation Procedures: Handle cases where no optimal schedule can be found
  • Audit Trails: Maintain clear records of all scheduling decisions and changes
Implementation Strategy

Start with a limited technician group and specific ticket types. Monitor the rescheduling patterns closely before expanding to broader use. The advanced features should enhance productivity, not create confusion.

Complex Dependencies

Advanced calendar management creates complex interdependencies. Test thoroughly and monitor for unintended consequences like excessive rescheduling or technician schedule disruption.

Monitoring and Optimization​

Advanced Scheduling Metrics​

  • Rescheduling Frequency: How often tentative entries are moved
  • Schedule Stability: Rate of further changes to rescheduled items
  • Optimization Success: Whether rescheduling achieves intended improvements
  • Technician Satisfaction: Impact on technician experience and productivity

Calendar Efficiency Analysis​

  • Time Utilization: How advanced scheduling affects productive time
  • Travel Optimization: For on-site work, efficiency gains from schedule optimization
  • Priority Adherence: Whether high-priority work gets optimal time slots
  • Customer Impact: Effect on customer satisfaction with scheduled times

Continuous Improvement​

  • Rescheduling Rules: Refine criteria for when rescheduling should occur
  • Priority Calibration: Adjust priority weights based on business outcomes
  • Time Horizon Optimization: Find optimal planning window for schedule management
  • Exception Analysis: Study cases where advanced scheduling doesn't work well

Using Event History​

  • Use Event History to analyze complex scheduling decisions
  • Track cascade rescheduling patterns and their effectiveness
  • Identify technicians who benefit most from advanced calendar management
  • Monitor customer feedback related to schedule optimization
Gradual Rollout Required

This advanced workflow should be implemented gradually with careful monitoring. The power to reschedule existing commitments requires mature processes and clear communication protocols.

Foundation First

This workflow builds upon the concepts in Assign Technician - Basic and Assign Technician Adding Schedule Entry. Ensure those simpler workflows are working well before implementing advanced calendar management.