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The Get Technician Context tool feeds a dispatch agent a structured, pre-computed snapshot of your technicians for the current ticket — who’s available, how loaded they are, and who has the right expertise — so it can make a good assignment decision quickly.
Enable this on dispatch / ticket-assignment workflows. The dispatch workflow templates turn it on for you. It pairs with the agent’s Dispatch Decision Framework skill, which the agent loads automatically to learn how to interpret the context.

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What It Does

For the ticket being dispatched, it returns, per technician:
  • Availability — schedule, time off, current on-call/working state
  • Workload — open ticket count, recent assignment volume
  • Expertise — skills, prior work on similar tickets, the relevant configuration items or technologies
  • Routing constraints — board/queue membership, business hours, location
The agent uses this to choose an assignee (or to decide the ticket should be escalated or left unassigned), then acts via the PSA API — for example setting the ticket’s owner or adding a schedule entry.

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How to Use

  1. Build a dispatch workflow (or start from a dispatch recipe)
  2. Enable Get Technician Context — the dispatch templates already do
  3. In custom instructions, describe your routing rules — preferred boards, escalation thresholds, who handles what
  4. Review assignments in Event History before turning off technician approval
The richer your PSA data — skills on technician records, accurate schedules, configuration items on tickets — the better the agent’s dispatch decisions. This tool only surfaces what your PSA (and connected calendars) already know.