How to set calendar sync, quick-fix handling, dispatch tuning and holidays

See it

• 3. Open Settings > Dispatch & Scheduling > Calendar Sync and look at Sync Dispatch to External Calendars and Calendar Reconcile Interval (minutes).
• 5. Open Settings > Dispatch & Scheduling > Quick-Fix Handling and set Quick-Fix Threshold (minutes) and Quick-Fix Handling.
• 6. Open Settings > Service Levels > Business Hours & Holidays and look at Region under Holidays.

How to do it

1. 1

   Open Settings > Dispatch & Scheduling > Dispatch Tuning and turn on Auto-Tune Dispatch Times.

   Every Sunday at 4:00 AM in your Default Timezone, the portal looks at the time your techs logged on tickets that were resolved in the recent window and carry each ticket tag. It works out the typical fix time for each tag and uses it to size the calendar block for the next ticket with that tag. A tag needs at least 5 such tickets before its learned number is applied. Until then it keeps its last good value. At 4:30 AM a second job compares the block dispatch booked with the time actually logged on completed tickets, and nudges each tag's starting estimate toward reality. Tags set to a manual estimate are never nudged. Turn the switch off and every estimate stays on its starting or manual value, though the learned value still shows for comparison. Team > Dispatch > Tag Estimates shows each tag's fix-time default next to its live rolling average.

   

2. 2

   Set the four fields that keep the learning honest.

   Auto-Tune Window (days) is how many days of recent time the weekly job uses for each tag, and it starts at 90. Outlier Threshold (%) flags a logged time outside plus or minus that percent of the estimate for review, starts at 50, and keeps the time in the average anyway, since the median shrugs off one bad ticket. Drift Tuning Minimum Sample (tickets) holds the job back from a tag until that many completed dispatched tickets carry it, and starts at 8. Drift Tuning Max Move (%) caps how far one weekly run can move a tag's starting estimate, and starts at 20, so the estimate closes in on reality a step at a time.

3. 3

   Open Settings > Dispatch & Scheduling > Calendar Sync and look at Sync Dispatch to External Calendars and Calendar Reconcile Interval (minutes).

   With Sync Dispatch to External Calendars on, dispatched tickets and work blocks are written to each tech's external calendar, and edits there sync back. A tech who moves a dispatched event in Outlook has the ticket follow, and deleting the event unschedules the ticket. With it off, the schedule lives only in the portal, and real meetings and out-of-office are still read. Calendar Reconcile Interval (minutes) is how long the portal waits before it re-checks one tech's calendar for outside edits. The check runs about every 15 minutes, and the interval starts at 60.

   

4. 4

   Change what an event looks like with Calendar Event Title and Calendar Event Body.

   Both are plain text with a row of Insert chips under the field. Calendar Event Title starts as the ticket number followed by its subject, and the title row also offers Client, Priority, Tech name and AI summary chips. Urgent tickets get an [URGENT] prefix automatically. Manual-Schedule Title Prefix starts as [M] and is added when a person schedules a ticket by hand, so techs can tell hand-scheduled visits from dispatched ones. The portal always adds a Ticket ID line to the body itself.

5. 5

   Open Settings > Dispatch & Scheduling > Quick-Fix Handling and set Quick-Fix Threshold (minutes) and Quick-Fix Handling.

   A ticket whose estimated fix time is at or under Quick-Fix Threshold (minutes) is a quick fix, too small to schedule like normal work. The threshold starts at 15. Quick-Fix Handling decides what happens next. Needs Attention (cherry-pick), the starting choice, leaves quick fixes unclaimed for techs to pick up, and dispatch fits the ticket into that tech's day when they claim it. Auto-dispatch (bump-insert) pushes the ticket to the pod and bump-inserts it into a tech's day. Dedicated board/pod routes quick fixes to a separate board, chosen in a Quick-Fix Board field that appears with this choice.

   

6. 6

   Open Settings > Service Levels > Business Hours & Holidays and look at Region under Holidays.

   The built-in holidays come from a rule for the region you pick, in a searchable dropdown. If you have not picked one, the region is worked out from your Default Timezone and shown as, for example, "from America/Chicago". Each year's list is worked out from that rule, so a new year needs no setup. Below the list a footer says SLA, dispatch and recurring tickets skip checked days. If no region can be worked out, no public holidays are kept and every day counts as a working day until you pick one. The page credits the date-holidays data under CC BY-SA 3.0.

   

7. 7

   Turn a holiday off or on, then save.

   Every row, built in or your own, has a checkbox. Clear it and save, and that day is no longer skipped, every year the rule places it. The day stays on the list so you can turn it back on, and only the days you change are stored. A day marked (observed) is one the rule moved off a weekend.

8. 8

   Add a day of your own with the row at the bottom of the Holidays card.

   Type a name, pick a date and click Add custom. Tick Repeats yearly first if it recurs. The new row joins the list marked Custom, with its own checkbox and a Remove button, and it stays if you change the region later.

9. 9

   Ask Elise about these settings.

   Elise can explain a setting. For example, "Why did an estimate change by itself?" or "What are the calendar template tokens?" returns the controls, their current values and where to change them. "Why was this ticket scheduled for Tuesday morning?" asks her to explain why, which needs Settings view access and view access to the ticket, and she says plainly when the reason was never recorded. She can change one registered setting at a time after you approve it, for example "Turn off Auto-Tune Dispatch Times" or "Make quick fixes 20 minutes or less", which change Auto-Tune Dispatch Times and Quick-Fix Threshold (minutes) once you tap approve. Holidays are saved days, not registered settings, so you edit them on Business Hours & Holidays.

What you will have

• Turn on Auto-Tune Dispatch Times so the portal learns each tag's real fix time every week, and know what it learns from and when it runs.
• Keep a tech's calendar and the portal schedule in step with Calendar Sync, and choose what an event looks like.
• Decide how quick fixes are handled with Quick-Fix Handling.
• Set the holiday list that the SLA clock, dispatch and recurring tickets all skip.
• Ask Elise to explain these settings and change one after your approval.

Why it works this way: How to set calendar sync, quick-fix handling, dispatch tuning and holidays

If it did not work: How to set calendar sync, quick-fix handling, dispatch tuning and holidays

• If a dispatched event never shows on a tech's calendar, check Sync Dispatch to External Calendars on Calendar Sync. It must be on for any of these settings to reach an outside calendar.
• If a tag's fix-time estimate never changes, check Auto-Tune Dispatch Times first. It must be on, and a tag also needs enough recent resolved tickets with time logged, and Drift Tuning Minimum Sample and Drift Tuning Max Move slow how fast and how far a starting estimate can move.
• If a holiday keeps showing after you turned it off, confirm you saved the change and that you edited the day in the year you are looking at.

Questions this page answers

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