Issue/Symptom/Question

Inactive PENTA users that are placed in the "Excluded Technicians" list are showing up on the Service Management Dispatch dashboard. 

Applies To 

PENTA for Windows

Service Management > Scheduling > Service Dispatch - Task Based 

Service Management > Scheduling > Record Unavailable Technician Time

Resolution/Fix/Answer

1) Identify whether or not the inactive technician is associated to any open Work Order(s)

• Service Management > Scheduling > Service Dispatch - Task Based
• Navigate to the inactive technician's column and double click on any Work Order(s) listed under their name
• Using the scroll bar on the left hand side, navigate to Work Order Information > Assignment / Estimate
• Unassign the inactive technician by deleting their "Employee Id" under "Lead Technician" (they may be listed as an "Additional Technician")
• Close the "Work Orders" window

2) If the inactive technician still shows up on the dispatch board, identify whether or not they have Unavailability defined

• Service Management > Scheduling > Record Unavailable Technician Time
• Query the inactive technician by entering in their "Employee Id"
• If the inactive technician has Unavailability defined, adjust the end time so they are no longer marked as unavailable

Cause 

1) The Dispatch dashboard will show inactive technicians IF they have work assigned to them. 

2) The Dispatch dashboard will show inactive technicians IF they have Unavailability defined.