Dispatch uses a few different components to provide a robust system for managing, assigning and completing dispatch jobs. In order to properly setup dispatch, each of these components must be configured for the module to behave as desired. This product follows flexibility to tailor workflows to existing Standard Operating Procedures as well as the ability to assign custom forms and service expectations based on the client and job type.
Concept of Workflows
Workflow are built using Status Nodes and Transitions. Status Nodes identify the different stages a ticket could pass through from the time it is created until the job is completed. Transitions define paths between Status Nodes. At any Status Node the Transitions will dicate which Status Nodes can be reached. The Transitions essentially create a roadmap connecting the different Status Nodes.
Rules can be created for each Status Node as well. This can include time duration thresholds and actions to be completed.
In the example above a ticket must pass through every Status Node before it can be completed. The Transitions require compliance with internal processes to standardize different type of dispatch jobs.
Concept of Dispatch Report Forms
Dispatch report forms are built using the same report builder that is used to create field report forms. During a standard dispatch both the dispatcher and the officer need to provide information. For this reason the dispatch forms are built to allow collaboration between dispatch and officers. Both the officer and the dispatcher will be assigned specific fields in the report. When creating new fields, you will need to specify whether the report field is intended for the officer or dispatcher.
Dispatch Center: Any fields assigned to the Dispatch Center will appear as fields in the form to create a new ticket or job. These fields can only be completed by the dispatcher.
On-Site: Fields included in the On-Site section will be available to the officer only. These fields will form the report that needs to be completed by the office on-site to document the work performed at the site.
Put simply... The dispatcher will provide information to the officer, so the officer understands the purpose of the job. The officer will then complete the work and send information back to the dispatcher to confirm their completion of the job.
The final dispatch form will be a compilation of the information provided by the officer and dispatcher. Additional comments added by either party will also be included in the final form.