Once the issue details are added to a service call, you will need to assign a technician for the service.
Select the date and service window
From the date picker, select a date. Select one or more service windows depending on the time required to fix the issue.
Assign a technician
There are two ways to select technicians, and this depends on the nature of the service call.
1 - Select from available technicians on a preferred date
For normal service calls where you do not have to send a specialist technician, select “All Available Resources” or “Available Field Resources” and select the appropriate technician.
2 - Select a specialist technician based on their availability
For service calls where you want to send a specialist technician, select “All resources” or “Field Resources,” search for the technician, check when they are available, and select the service windows accordingly.
Scheduling after-hours service
If the client requests after-hours service, you can send a technician outside of your regular service business hours.
Set the Service Hours/After Hours option to “After Hours.” You will see after-hours service windows. Select one or more windows and assign a technician.
When you have selected the date, window, and technician, click “Schedule.” You will see the schedule for the call in a banner at the top of the "Details" view.
The technician will now see the call in their Field user view.
Billing for after-hours service
Cloud provides options to define the pricing and availability of on-demand services such as After-Hours Service and Labor Overage during a call.
If you plan to charge a different per-hour labor charge for after-hours service, you will need to add a distinct labor type.
Check out this article for more details about billing for after-hours services.