Assigning technicians
Putting a ticket in a technician's name from its detail view, the email they get, and how that differs from who booked the device in.
A ticket can be put in one technician's name, from the ticket's own detail view, at any point in the job. The technician is emailed when it happens, and the assignment can be changed or cleared later.
A ticket carries an intake technician and an assigned technician, and they answer different questions. The intake one is chosen in the intake wizard and never changes — it is the record of who booked the device in. The assigned one is who owns the work now, and it is meant to be changed as jobs move around the bench.
Who booked it in
In the intake wizard, once a device has been saved into the intake, its card carries a Technician dropdown of the staff at that store, and each device on the same job can be recorded against a different person. Left on Technician (default), the ticket is recorded against whoever entered the PIN at intake — which is also what happens on a straight-through single-device intake, where no dropdown appears at all. This is attribution for the intake itself; it does not assign the work.
Assigning the work
Open the ticket from the Active Repairs list. Its detail view has an Assigned technician section: pick a name from the dropdown and press Assign & notify. It takes effect immediately, like a status move — it is not part of Save, so assigning the job and telling the technician are the same action.
You are asked for a staff PIN first. Any active staff PIN works: it records who did the assigning, rather than restricting who is allowed to. The list you assign from is the active staff of that store, so an inactive person, or someone from another store, cannot be picked.
What the technician gets
An email, subject New repair assigned to you followed by the device and the ticket number. It carries:
- The device and the repair lines on the job
- The status the ticket is at right now
- The date it was taken in and the due date, if one is set
- The store, and who assigned it
- A link into the suite
The email is written into the ticket's notification log alongside the customer messages, under the trigger assigned, so you can check later whether it actually went.
The assignment still happens, and the screen tells you plainly: no email on file, so they were not notified. Staff email addresses are set on the staff record — the Staff tab marks anyone who is missing one.
Changing it and clearing it
Assigning to someone else is the same action again. To take a ticket off everyone, choose Unassigned at the top of the dropdown — the button changes to Unassign. Unassigning sends no email.
Either way, a line is written into the ticket's History tab — Assigned to the person's name, or Unassigned — stamped with who did it, next to the status changes. Status history is recorded whether or not anybody was ever assigned, so who moved this ticket, and when is always answerable. See Statuses and workflow.
Seeing the result
Assigned tickets show the technician's name in the Active Repairs list. The Staff tab totals it up — open jobs, overdue jobs and what is due this week, for each technician and for the jobs nobody owns yet. See Staff workload.