In the Service/Support module, you can define and assign service engineers to calls. SSM provides a rules-based system to help you select engineers for call assignment. This chapter describes how to define engineers and set up engineer scheduling.

Service Engineers
Describes service engineers and their workflow, as well as how to interactions with other modules.

Engineer Scheduling Setup
Describes the engineer scheduling workflow and details how to define absences, master schedules, detail, and on-call schedules.

Defining Scheduling Rules
Explains how to define scheduling rates, including special circumstances.

Engineer Transactions
Explains how and why engineer transaction records are created and how to edit and maintain their schedules.

Scheduling Example
Gives an example which does not use MTZ.

Scheduling Reports
Gives views of different reports.