Dispatch - Service Calls / Work Orders

Last modification: October 23, 2025

 

Lesson Plan

By the end of the Dispatch – Service Calls/ Work Orders lesson, the client and designated users will be able to perform the necessary configurations and actions related toservice call and work order dispatch in maestro*.

 

Unit DISPSERV01 - Preliminary Analysis and Configuration

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, the client and designated users will be able to operate maestro* in the context of service call and work order dispatch.

PREREQUISITES

  • Project Managem ent
  • Security Management
  • Employee Management
  • Service Calls/ Work Orders
  • Dispatch Model Management

OPTIONAL PREREQUISITES

  • Equipment Management
  • Contact Management
  • Analysis
  • Discussion of the current and future process (Strengths and weaknesses)
  • Decision-making

HOMEWORK

  • Reflect on discussions

30 min

 

Pilot

 

Unit DISPSERV02 - Configurations – Dispatch - Service Calls / Work Orders

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, the client and designated users will be able to define and configure the different elements required prior to service call and work order dispatch.

  • Security Management
  • Dispatch Model Management
  • Define Progression States
  • Define Call Status Codes
  • View Management by Dispatch Status
  • Define Priorities
  • Define Priority Types
  • Define Work Schedule
  • Review of previous concepts and validation of homework assignments
  • Explanation and completion of the different management screens, based on client needs and system requirements, with the goal of automating data entry

HOMEWORK

  • Finalize databases

2 h 30 min

 

Pilot and/or Super Users

 

Unit DISPSERV03 - Operations - Dispatch - Service Calls / Work Orders

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, the client and designated users will be able to configure and use the different elements and processes related to the dispatch of service calls and work orders.

  • Update of configurations based on decisions made
  • Displays
  • Different Dispatches
  • Import of hours from the dispatch into the “Hours” option (optional)
  • Review of previous concepts and validation of homework assignments
  • Filter Configuration
  • Configuration (configuration screen)
  • User training according to the process established during the analysis
  • Demonstration of the different options and dispatch methods
  • Schedule sending

HOMEWORK

  • Practice sending schedules and using different dispatches

3 h

   Pilot and/or Super Users

 

Unit DISPSERV04 - Operations - Dispatch - Service Calls / Work Orders

Optional Session - Training of the client's employees with the implementation specialist

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, the client and designated users will be able toconfigure and use the different elements related to the dispatch of service calls and work orders.

  • Update of configurations based on decisions made
  • Displays
  • Different Dispatches
  • Import of hours from the dispatch into the “Hours” option (optional)
  • Review of previous concepts and validation of homework assignments
  • Filter Configuration
  • Configuration (configuration screen)
  • User training according to the process established during the analysis
  • Demonstration of the different options and dispatch methods
  • Schedule sending

HOMEWORK

  • Practice sending schedules and using different dispatches
3 h  

 

Unit DISPSERV05 - Analysis and Inquiry

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, designated users will be able to use maestro*’s analysis and reporting tools to find the information they need regarding the dispatch of service calls and/ work orders.

  • Display Schedule for Employee
  • Print Schedule for Employee
  • Printing supplier schedules (WO)
  • Comparison of actual and dispatched hours (SC)
  • Validation of employee locations
  • Dispatch Module Dashboard
  • Dispatch Inquiry
  • Review of previous concepts and validation of homework assignments

HOMEWORK

  • Define lists to support internal process requirements

3 h

 

Pilot

Super Users

Users

 

Unit DISPSERV06 - Form Validation

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

N/A

 N/A N/A N/A N/A Pilot

 

Unit DISPSERV07 - Tests and Validation

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, designated users will have carried out the tests and verifications to validate the configurations made beforehand, and will be able to attest to the adequacy of these configurations with the established processes.

  • Service call and work order dispatch process
  • Review of previous concepts and validation of homework assignments
  • Schedule sending
  • Client support during the testing phase
  • Review of configurations, if applicable
  • Process review, if applicable
2 h  

Pilot

Users

 

Unit DISPSERV08 - Conclusion

Date: 

Time: 

Trainer:

Objective

Content

Conduct

Time

Learning Material

Targeted Audience

At the end of this session, the client and designated users will have shown the necessary knowledge and skills to use thedispatch of service calls and work orders in maestro*.

  • Learning validation
  • Security review

Preparation for upcoming training sessions:

  • Mobility - Service Calls / Work Orders
1 h Acquired competencies form - DISPSERV Pilot