Knowledge

Overview

A Crew is a group of Technicians who work together to complete a Service Appointment. Each Crew has a designated

Crew Lead responsible for managing the team.

Using Crew helps:

• Assign work to the entire group instead of individuals
• Ideal for Appointments that require multiple people working simultaneously
• Centrally track and coordinate field personnel

Create a New Crew

Step 1. Go to the Field Service menu → select Crews → click Add Crew

Step 2. Fill in the form:

• Name: The name of the Crew (e.g., "Network Ops Crew", "Carpet Cleaners")
• Size: Maximum number of members allowed to be active in the Crew at the same time
• Description: A brief description of the Crew and its scope of work

Step 3. Click Save.

Note about Crew Size: The Size field limits the number of active members in a Crew. A member is considered active if their End Date has not yet passed. When a member's period expires, that slot opens up for a new member.

Assign Territory to a Crew

A Territory defines where a Crew is permitted to operate and the period during which the Crew is available in that area.

Why assign a Territory?

Once assigned, a Crew will only appear in the selection list when creating an Appointment if both conditions are met:

• The Appointment belongs to the same Territory as the Crew
• The Appointment's scheduled time falls within the Crew's active period in that Territory

Step 1. Go to the Crew Detail page → select the Territories tab → click Assign Territory

Step 2. Fill in the form:

• Territory: Select the area where this Crew will operate
• Start Date: The date the Crew begins operating in this territory
• End Date: The end date. If left blank, the Crew operates in this territory indefinitely

Step 3. Click Save.

Important rule

⚠️ Time periods for the same Territory must not overlap. If you see the warning "This territory already exists within an overlapping time period", review the Start Date and End Date to ensure the new period does not conflict with an existing one.

Example:

Tip: A Crew can be assigned to multiple Territories, as long as the time periods for the same Territory do not overlap.

Add Members to a Crew

Crew Members are Technicians added to a Crew to carry out Appointments together.

Requirements before adding a Technician

Before adding a member, ensure:

1. The Crew has been assigned a Territory
2. The Technician has been assigned a Territory that matches the Crew's Territory

Step 1 – Assign Territory to the Crew

Go to Crew Detail → Territories tab → click Assign Territory → select the Territory and set the applicable dates.

Step 2 – Assign Territory to the Technician

Go to Technician Detail → Territories tab → click Assign Territory → select the Territory and set the applicable dates.

Note: The Technician's Territory must match the Crew's Territory.

Step 3 – Add the Technician to the Crew

1. Go to Crew Detail → Members tab → click Add Member 
   
   
2. Fill in the form and click Save
   
   
   Technician: Select a Technician (only those with a matching Territory are shown)
   Start Date: The date the Technician begins working in this Crew
   End Date: End date. If left blank, the member stays active until the Crew or Territory expires
   Crew Lead: Check this box if the Technician is the team leader

Click View Available Time to see the overlapping active period between the Crew and the Technician at the Territory. This is the recommended window for selecting the Start Date.

Understanding "Valid Time"

The system automatically calculates the overlapping period between:

• The Crew's active period at the Territory
• The Technician's active period at the Territory

Example:

Note: If the End Date is set beyond the Valid Time window, the member will not be available after that point.

Common errors when adding members

Member present in other crew with overlapping time 

• Cause: The Technician is already a member of another Crew during the same period
• Resolution: Adjust the Start Date / End Date so the period does not overlap with the other Crew

Technician does not appear in the selection list

• Cause: The Technician has not been assigned a Territory matching the Crew
• Resolution: Assign the correct Territory to the Technician first

Cannot add more members

• Cause: The number of active members has reached the Crew Size limit
• Resolution: Increase the Crew Size or wait for an existing member to expire

Staff is not available in any territory at the selected time.

• Cause: The selected Start Date falls outside the Technician's active period in any Territory — meaning the Technician has no valid Territory assignment at that time
• Resolution: Click View available time to find the correct valid date range, then update the Start Date accordingly

Assign Skills & Certifications to a Crew

Skills represent the professional competencies a Crew needs to carry out an Appointment. Assigning Skills helps the system filter and suggest the right Crew when scheduling work.

Step 1. Create the Skill at Settings → Technician Skill (if it doesn't exist yet).

Step 2. Go to Crew Detail → Skills tab → click Assign Skill

Step 3. Fill in the form:

• Skill: Select an available skill. Skills must be created in Settings → Technician Skill first.
• Level: Proficiency level: Beginner, Intermediate, or Expert
• Certificate Number: Unique certificate identifier for this Crew
• Certificate Type: Select a type. Certificate Types must be created in Settings → Certificate Type first
• Issuing Authority: Name of the organization that issued the certificate
• Renewal Status: Controls behavior when the certificate expires — see Renewal Status rules at https://helpcenter.gtssolution.vn/article/skills-certifications-to-techniciancrew 
• Issue Date: Date the certificate was issued
• Expiry Date: Date the certificate expires
• Description: Additional notes about the certificate
• Attachments: Upload one or more supporting files

Step 4. Click Save

⚠️ Duplicate Skill Warning: If you receive the message "Duplicate skills have been found". This skill has already been assigned . Are you sure you want to save?" Click OK to save and create another certificate for this skill, or click Cancel to discard the changes.

Calendar

A visual calendar of the Crew's Appointments, combined with the holidays and time-off of all Technicians in the FSM system

Tip: Use the Calendar tab for a full resource overview before scheduling, so you avoid booking Appointments on days when many team members are unavailable.

When does a Crew and Technician appear when creating an Appointment?

On the Create Service Appointment form, the Crew and Technician dropdowns are directly controlled by three fields highlighted below: 

• Scheduled Start Date / End Date: Defines the time window — only Crews and Technicians active during this period are shown
• Territory: Acts as the primary filter — only Crews and Technicians assigned to this Territory are shown
• Crew: Once a Crew is selected, the Technician dropdown is further filtered to show only members of that Crew

The selection logic step by step

Set Scheduled Start Date + End Date → Select Territory →  Crew dropdown filters to: Crews assigned to that Territory AND active during the scheduled period →  Select a Crew (optional) →  Technician dropdown filters to: Technicians in that Crew AND assigned to that Territory AND active during the scheduled period.

Example from the screen: Territory = Binh Duong – Thu Dau Mot, Scheduled Start Date = 02/05/2026, End Date = 31/05/2026 → the Crew dropdown shows Network Ops Crew, and the Technician dropdown shows Jennie Kim — because both are assigned to that Territory and active during that period.