5.2. Schedule Tickets, Project Tasks, and Recurring Events for Technicians

Scheduling from a ticket lets a dispatcher check the technician's existing commitments and reserve time without leaving the ticket. For example, book a GreenLeaf Dental Group troubleshooting visit while reviewing the ticket with the assigned agent.

Create an entry from Schedule

1. From the Schedule view, select an open time slot on the calendar to open the New Entry popup.
2. Select the Work Item type: "Ticket," "Project Task," "Ad-hoc entry" (for general tasks), or "Interaction."
3. If selecting a Ticket or Project Task, search for and choose the specific item. For Ad-hoc entries, provide a clear Title (e.g., "Team Training on New Software").
4. Assign the User who will be working on this scheduled entry.
5. Set the Start and End date and time.
6. Configure Recurrence if this is a repeating event (options include "None," "Daily," "Weekly," "Monthly," "Yearly"). You can also set an end date or a specific number of occurrences for recurring events.
7. Add any relevant Notes for the scheduled item.
8. Click Save.

Book the current ticket from an agent's calendar

You need permission to view the agent's schedule. Creating, moving, resizing, editing, and deleting entries in the drawer requires user_schedule:update. Users with read access alone can review the calendar without changing it.

1. Open the ticket in the MSP app and click the agent in Agent Team to open their calendar drawer.
2. Use the calendar's date navigation and Day, Week, or Month view to find availability. Day or Week is useful when reserving a timed block.
3. Drag across an open time slot. The entry editor opens with the current ticket and the viewed agent already selected.
4. Review the start and end times, add any notes, and click Save. The booking appears on that agent's calendar and remains linked to the ticket.
5. To reschedule an editable entry, drag it to a new slot. Drag its edge to resize its duration.
6. Click an entry to edit its details and save, or use Delete Entry to remove the booking. These actions are available without closing the calendar drawer.

Before leaving the ticket, verify the agent, date, start time, and duration in the calendar. Check that the booking fits around the agent's other work, especially when scheduling an onsite visit.

Schedule an interaction as you log it

An interaction with a start time can also create a calendar entry directly from Add New Interaction. Use Add to schedule, and, with user_schedule:update, choose colleagues under Schedule for. See 8.4. Log Phone Calls, Emails, and Meetings as Contact Interactions for the full workflow and how entries follow interaction edits and deletions.