Configure an emergency response model

Audience: Administrators and dispatchers

Emergency response models help the system immediately respond to urgent requests. The system can be configured to evaluate technicians’ abilities, calculate their operational baseline, and assign them when available.

Prerequisites

Before you start:

• Ensure the daily plan is available for the operation center with the emergency.

• To enable the emergency response and define global fallback values, see Configure and activate emergency response.

Follow the UI path

The instructions start from this system path:

1. Navigate to Features > Core > Daily and Multi-day Plan > Daily Plan.

2. In the Filters panel, enter either:

   • Saved search.

   • Operations center and Date

3. Enter any desired parameters.

4. Click Search.

5. On the Daily plan page, click the Emergency response tab.

Create an emergency response model

To add a new model that evaluates, reprocesses, and assigns technicians to urgent work orders (WOs): 

1. Click the Configure model button.

2. Click the + New model button.

3. Enter required parameters into each of these tabs:

   • • General parameters: The settings that identify, activate, and validate the emergency response model.

     • Advanced parameters: How the model calculates resources and their operational baseline before assignment. Only choose resources who have a reliable and compatible operational status with the emergency assignment.

     • Reprocessing parameters: How the system reorganizes the rest of the technician’s daily plan once an emergency activity has been assigned.

     • Emergency response parameters: The recalibration parameters.

     • To understand all fields, see Reference: Daily plan Emergency response tab.

4. Click Insert.

Edit an emergency response model 

To make changes to how the model responds to an urgent request:

1. Click the Configure model button.

2. In the Emergency response models table, click a model.

3. On the Scheduling model page, edit the parameters on each tab as needed:

   • General parameters

   • Advanced parameters

   • Reprocessing parameters

   • Emergency response parameters

   • To understand all tabs and fields, see Reference: Daily plan Emergency response tab.

4. To add emergency response teams:

   • See Configure an emergency response model | Add a team.

5. To add activities, WO types, or cycle types:

   • See Configure an emergency response model | Add a new activity.

   • See Configure an emergency response model | Select an activity.

   • See Configure an emergency response model | Add a WO or cycle type.

   • See Configure an emergency response model | Select a WO or cycle type.

6. To add skills, see Configure an emergency response model | Add a skill.

7. Click Save.

Add a team

To define which resources within the selected operation center must be considered by the emergency response model:

1. On the Scheduling model page, click the Team tab.

2. Click all teams you would like to include.

3. Click Save.

Add a new activity

To define dedicated values for exchange activities among resources for specific activities:

1. On the Scheduling model page, click the Activity tab.

2. To add a new activity, select each from a dropdown:

   • Activity: The type of activity performed.

   • Exchange activities among resources: Whether the activities can be performed by multiple people or just one technician.

3. Click Add.

Select an activity

To select an existing activity to include in the emergency response: 

1. On the Scheduling model page, click the Activity tab.

2. In the Activities list, click all desired activities.

3. Click Save.

Note: If an activity does not match the configured activity selection, it uses the global Exchange activities among resources value.

Add a WO or cycle type

To define which WO or cycle type to include in the emergency response: 

1. On the Scheduling model page, click the Activity tab.

2. To add an activity, select each from a dropdown:

   • WO type: The type of WO.

   • Work cycle: The type of work cycle

   • Exchange activities among resources: Whether the activities can be performed by multiple people or just one technician.

3. Click Add.

Select a WO or cycle type

To select an existing WO or cycle type to include in the emergency response: 

1. On the Scheduling model page, click the Activity tab.

2. In the WO types / Cycle list, click all desired activities.

3. Click Save.

Add a skill

To define which skills to include in the emergency response: 

1. On the Scheduling model page, click the Skills tab.

2. Click the + Add button.

3. In the Add skill window, click all desired skills.

4. Click + Add.

What’s next

• To grant view or edit access for the emergency response, see Set daily plan emergency response permissions.

• To set how the emergency response calendar responds to an emergency, see Configure the emergency response calendar.