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A service team is a crew of one branch — service technicians,
installers or measurers. Teams are set up in Service Management → Service
Management. A team’s Resource, branch, members and calendar
decide who a service, installation or measuring ticket can be assigned to and when.
What, where, who, when, why
| What | A crew record: kind of work (Resource — Service, Installation, Measuring…), branch, leader, staff list, shared calendar and attached product series. |
| Where | Service Management → Service Management. Staff members are created on the Members panel; each can also carry a personal calendar. |
| Who | Service management. Technicians never edit this screen; they appear in it. |
| When | Before tickets of a kind can be team-assigned; when a crew gains or loses staff; when working hours or holidays change (edit the calendar, don’t rebook everything). |
| Why it matters | Ticket assignment and automatic scheduling match the ticket type’s resource to the team’s Resource and then read the team and member calendars for free time. No team of that resource in the branch = nobody to assign to. |
The screen
The Teams list shows each team with its leader. Administrators and service managers
see all active teams, a service team leader sees the teams they lead, other users see their
branch’s teams. The buttons on the right:
| Button | What it shows |
|---|---|
| Details | The team record (fields below). |
| Calendar | The team’s working calendar: Weekend Days (Day One/Two/Three), TimeTable, Holidays and Exceptions. |
| Members | The staff of the team: Edit, move staff between the two lists, Save. New creates a new staff member (Branch, User Name, First Name, Last Name, Resource, Is Active, Notes — branch, user, resource and names are required). Move to another branch (the arrows button) moves a staff member of this branch to another branch — see How to move a service person to another branch. |
| Products | Product series attached to the team: Edit, move series, Save. |
Details — fields
| Field | What it does |
|---|---|
| Name (required) | The team name. |
| Resource (required) | The kind of work: typically Service, Installation or Measuring. This is the key that links tickets to the team (below). The list starts on None, and the screen does not refuse None, so always pick the resource. |
| Branch (required) | The team’s branch; None is refused (Branch Required!). Locked on Edit. |
| Email Alias | Shared e-mail address. Optional. |
| Leader | Any active service staff member of the team’s branch. On a new team the list follows the Branch you pick. On Save the leader is added to the team’s members if they are not one yet. The leader is treated as a service team leader at login. |
| Start Operation (required) | Defaults to today. |
| Is Active | Read-only. New teams are active; Delete (after Delete Record?) sets the team inactive rather than erasing it. |
| Branch service department | Tick it on the one team whose leader is the branch’s service lead. Save refuses a second active department team in the same branch, and a department team without a leader. When a service person moves to another branch, their open tickets go to this lead. |
| Notes | Free formatted notes. |
How tickets use teams
Each ticket type has a resource. In the standard set-up Installation tickets use the
Installation resource, Measurement tickets use Measuring, and Question,
Issue, Warranty Issue, Permits Orders and Replacement use Service.
- On the service ticket: with Assign To Type = TEAM, Assign To lists
your branch’s teams and pre-selects the team whose Resource matches the ticket type. With
Assign To Type = USER, it lists the staff of the active teams of that resource in your
branch. - Automatically scheduled tickets (measure and installation tickets created from
scheduling, and tickets created from a service order) look up the team of the ticket type’s
resource in the order’s branch, read the team calendar and each member’s own calendar (a
member without one uses the team’s), and assign the ticket to an available staff member with a
start and end time.
One team per resource per branch
Scheduling takes the first team it finds for a resource in a branch, so keep one
Installation, one Measuring and one Service team per branch. Fill its calendar, or tickets
cannot find free time.
Scheduling takes the first team it finds for a resource in a branch, so keep one
Installation, one Measuring and one Service team per branch. Fill its calendar, or tickets
cannot find free time.
Worked example — the branch’s installation crew
| Field / step | Value | Why |
|---|---|---|
| Details | Name = “Installers”, Resource = Installation, Branch = Main, Leader = one of Main’s installers, Start Operation = today |
Resource is the key: installation tickets find the team through it. The leader is added to the members on Save and is treated as a service team leader at login. |
| Members | Edit, move the other installers into the team, Save (New first for anyone not yet on staff: Branch Main, their user, Resource Installation) |
These are the staff a USER-assigned installation ticket offers, and the people auto-scheduling books. |
| Calendar | Mon–Fri 8:00–16:30, holidays off | Auto-scheduled installation tickets read this calendar (plus members’ own) to find the first free slot. |
The Products list is stored with the team; no scheduling or ticket logic that reads it
was found in the current version. Warranty decisions on a ticket are covered in
Warranty on a service ticket.