Dispatch Matrix - Facility Center

Dispatch Matrices are a series of lists used to assign service providers to a specific work type in a specific order. Dispatch Matrices assign work requests according to priority level, and they also tell the system whether to bill for a specific work type and where to bill it. The Dispatch Matrix section of the Legacy Service Provider menu is used to manage all dispatch matrices on a building level.

Read the expanding sections below to learn more about the actions you can take in the Dispatch Matrix section of Facility Center.

ClosedView Dispatch Matrices

To view a dispatch matrix:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria in the fields provided.

    Note:

    If you want to see all your dispatch matrices, click the Search button without entering any search criteria.

    Note:

    If you want to see work types and problem types which currently do not have a dispatch matrix, select the Include all available Work Types/Problem Types check box when entering your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Locate the record you want to view.

  6. Click the Work Type link in your desired record.

    This shows you all service providers assigned to this work type.

    Note:

    Service providers are assigned according to the order listed in the dispatch matrix.

ClosedCreate Dispatch Matrices

To create a dispatch matrix:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Select the Include all available Work Types/Problem Types check box.

  5. Click the Search button.

    The Dispatch Matrix page opens.

  6. Find the work type for which you want to create a dispatch matrix.

    Note:

    Work types which do not have a dispatch matrix do not have information in the Service Provider, Conditions, Priority, Criticality, Billing, Defect, AP System/General Ledger, Has Approvers, and Active columns.

  7. Click the link in the Work Type column in your desired record.

    The Update Matrix Provider page opens.

  8. Click the Pictured is a square gray button with a plus symbol in its center. button to add service providers to the dispatch matrix.

    A search function opens.

  9. Enter your search criteria.

  10. Click the Search button on the right side of the screen.

    The Service Provider drop down menu below the Last Name field activates.

  11. Select the service provider from the Service Provider field.

  12. Click the Submit button.

    The search function disappears, and your service provider appears in the service provider list.

  13. Repeat steps 8-12 until all desired service providers are in the service provider list.

  14. Select a service provider from the service provider list.

  15. Click the up/down arrows to designate the order by which service providers are assigned to work requests in the matrix.

  16. Once you have entered all desired service providers to your list, click the X button below the service provider list.

    You are returned to the Dispatch Matrix page.

    Your #1 service provider is now listed in the Service Provider column.

ClosedRemove a Provider from a Dispatch Matrix

Important!

Do not click the Delete link, Remove link, or Delete button unless you are certain you want to delete the item. The system will not prompt you to confirm the deletion.

To remove a provider from a dispatch matrix:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the line which has the service provider you want to remove from the dispatch matrix.

  6. Click the Remove link in the Action column of the line.

    The service provider is removed from the dispatch matrix.

ClosedEdit Dispatch Matrices

Note:

If there are multiple service providers assigned to a work type, there are multiple lines for the work type, with each provider listed on a separate line. You can remove one of these service providers from a dispatch matrix without having to enter the Update Matrix Provider page—Click the Remove link in the Action column of the Dispatch Matrix page.

To edit a dispatch matrix:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the dispatch matrix you want to edit.

  6. Click the link in the Work Type column for the dispatch matrix you want to edit.

    The Update Matrix Provider page opens.

  7. Choose from the following options:

    • To reorder the service providers in a dispatch matrix:

      1. Click the name of a service provider you want to reorder.

      2. Click the up or down arrow to change the order of your service provider list.

    • To delete a service provider in a dispatch matrix, click the Delete Provider button.

  8. Click the X button once you are satisfied with your changes.

ClosedActivate or Deactivate a Dispatch Matrix

To activate or deactivate a dispatch matrix:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the dispatch matrix you want to deactivate.

  6. Click the link in the Active column.

    The Active page opens.

  7. Select either Yes or No from the Active field.

    • Yes activates the dispatch matrix

    • No deactivates the dispatch matrix

  8. Click the Save button.

    You are returned to the Dispatch Matrix page.

ClosedAdd a Floor or Room Exception to a Work Type

In some cases, you may want to have a specific service provider perform a work order in certain rooms or floors. In these cases, you must designate a room or floor exception.

To create a floor or room exception for a work type:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the work type you want to create an exception for.

  6. Click the link in the Floor column.

    The Add Exception page opens.

  7. Select a Floor from the Floor field.

  8. Select a Room from the Room field.

  9. Click the Search button to the right of the Service Provider field.

    The Search Service Providers dialog opens.

  10. Enter your search criteria.

  11. Click the Search button.

    All service providers who match your search criteria should appear in the field.

  12. Select a Service Provider from the Service Provider field.

  13. Select a Rank from the Rank field.

  14. Click the Save button.

    Your exception now appears in the Floor column.

ClosedCreate a Condition

If you create a condition for a work type, a message appears when a user attempts to create a work request using that work type. This message is fully customizable.

Important!

Conditions can only be made for a work type if the work type has a dispatch matrix.

To create a condition for a work type:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the work type you want to create a condition for.

  6. Click the link in the Conditions column.

    The Conditions page opens.

  7. Type a message in the Conditions field.

  8. Click the Save button.

    Your custom message now appears in the Conditions column. It appears whenever a user attempts to create a work request of this work type.

ClosedAssign a Priority to a Work Type

Assigning a priority to a work type is crucial because it sets the estimated completion date, which is what service level agreements are based on.

To assign a priority level to a work type:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the work type you want to assign a priority level to.

  6. Click the link in the Priority column.

    The Priority page opens.

  7. Select the desired priority level from the Priority field.

  8. Click the Save button.

    The priority level now appears in the Priority column.

ClosedAssign Criticality to a Work Type

Criticality is an optional field in a dispatch matrix. Criticality communicates the importance of a work request to service providers.

To assign a criticality level to a work type:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the work type you want to assign a criticality level to.

  6. Click the link in the Criticality column.

    The Criticality page opens.

  7. Select the desired criticality level from the Criticality field.

  8. Click the Save button.

    The criticality level now appears in the Criticality column.

ClosedDesignate Whether a Work Type is Billable or Non-Billable

To designate whether a work type is billable or non-billable:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the work type you want to edit.

  6. Click the link in the Billing column.

    The Billable page opens.

  7. Choose either Billable or Non-Billable from the Billable field.

  8. Click the Save button.

    Your choice appears in the Billing column.

ClosedChoose an AP System and General Ledger for a Work Type

To choose an AP System and General Ledger for a work type:

  1. Open the Legacy Menu.

  2. Navigate to Facility Center > Service Provider > Dispatch Matrix.

  3. Enter your search criteria.

  4. Click the Search button.

    The Dispatch Matrix page opens.

  5. Find the work type you want to edit.

  6. Click the link in the AP System/General Ledger column.

    The AP System/General Ledger page opens.

  7. Click the Search button next to the AP System field.

    The Find AP System window opens.

  8. Search for an AP System.

  9. Select your desired AP System from the results.

  10. Select a General Ledger from the General Ledger field.

  11. Click the Save button.

    Your choice appears in the AP System/General Ledger column.

 

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