What is Crew Management?

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Introduction

A crew is a group of field agents assigned to work together on specific tasks. Each crew is led by a designated crew lead, and crews are associated with one or more service territories for effective scheduling and dispatching.

 

Available in Editions:

  • Standard
  • Professional

 Permission Required: Crew

[Check edition-specific crew limits.]

Creating a Crew

 

To create a crew:

 

  1. Navigate to Workforce > Crew, then click Create.
  2. Fill in the following details:
    • Crew Name
    • Territory (The territory whose resources you want to assign to this crew)
    • Crew Size
    • Description

 

3. Under the Crew Members tab, click + Create to add field agents:

    • Service Resource: Only field agents active in the selected territory will appear.
    • Start Date Time / End Date Time: Define the agent’s active period in the crew.
  • One member must be designated as the Crew Lead.

 If the selected time period conflicts with the agent’s assignment in a territory or another crew, an error will be shown. Update the dates accordingly.

 

  1. Under the Territories tab, click + Create to assign territories:
    • Select the Territory.
  • Set Start Date Time and End Date Time for the crew’s activity in that territory.

 

The crew becomes visible in the Service Resource dropdown and the Dispatch Console (Gantt View) only after the territory assignment is made.

  1. Under the Skills tab, click + Create to assign relevant skills:
    • Choose a Skill and provide a Rating.
    1. Click Create to finalize the crew setup.

 

Editing a Crew

To modify an existing crew:

    1. Go to Workforce > Crew.
    2. Select the crew and click the Edit [✎]
    3. Update the required fields and click Save.

Note:

  • Territory and past dates cannot be edited.
  • Once a field agent is added, they cannot be removed—only their End Date Time can be set to make them inactive in the crew.

Important Crew Rules

  • A crew member is unavailable as an individual resource while part of a crew.
  • The number of active field agents cannot exceed the defined crew size.
  • A crew is considered active in a territory only if its members are also active in the same territory during that period.
  • You can assign multiple territories to a crew, as long as the active periods do not overlap.

 Deactivating a Crew

To deactivate (delete) a crew:

  1. Go to Workforce > Crew.
  2. Select the crew you want to deactivate and click Delete.

 

3. Confirm by clicking Delete

Deactivated crews will appear under the Inactive Crew list.

 

What happens on deactivation:

  • Members and territories are unassigned from the crew.
  • End Date Time is set for all active members and territory entries.

 

Service Appointments View

  • View all appointments assigned to a crew under the Service Appointments

 

Hover over an appointment to see quick info or click to view full details.

 

Appointment Scheduling in Calendar

 Create Appointment

  1. Click a time slot in the calendar (Month, Week, or Day view).

 

2. Choose the Work Order and fill the Create Appointment popup:

    • Service
    • Summary
    • Scheduled Start/End Date Time
    • Service Resource
    • Click Schedule or Schedule and Dispatch.

Reschedule Appointment

Two ways to reschedule:

  1. Drag and Drop
  • Move an appointment to a different date/time.
  • Modify details in the popup if needed and click Schedule Appointment.
  1. Resize Duration
  • In Week/Day view, drag the bottom edge to change duration.
  • Review and save changes.

 In the Month view, click a date to switch to Day view for more detailed rescheduling.

 

2. Choose the Work Order and fill the Create Appointment popup:

    • Service
    • Summary
    • Scheduled Start/End Date Time
    • Service Resource

3.Click Schedule or Schedule and Dispatch.

 

Reschedule Appointment

Two ways to reschedule:

  1. Drag and Drop
  • Move an appointment to a different date/time.
  • Modify details in the popup if needed and click Schedule Appointment.
  1. Resize Duration
  • In Week/Day view, drag the bottom edge to change duration.
  • Review and save changes.

In the Month view, click a date to switch to Day view for more detailed rescheduling.

 

Additional Notes

  • When a crew member is added after an appointment is dispatched, that member will not see the appointment unless it’s rescheduled and saved.
  • If a member’s active period is edited to exclude the appointment date after dispatch, they may still access the appointment if:
    • They are the crew lead, or
    • They have All Records permission.
  • Only after dispatching an appointment will it be visible to other crew members (not just the crew owner).
Set Up Workforce - Previous What is Service Territory Management? Next - Set Up Workforce How to Set Up Skills?

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