Knowledge

Overview

A Technician is a staff member assigned to perform field service work and can be assigned to Service Appointments. Technicians can be organized into Crews, assigned to Service Territories, and equipped with Skills and Certifications to ensure the right person is dispatched to the right job.

Technicians are used for:

• Assigning to Service Appointments individually or as part of a Crew
• Filtering available resources based on Territory and working hours
• Validating qualification requirements through Skills and Certifications

Part 1 – Adding a Technician

There are two ways to create a Technician in Field Service.

Method A – Create Directly in Field Service

1. Go to Field Service → Technicians.
2. Click Add Technician.
   
   
3. The Add Technician popup appears — select a staff member from the list and click Save.
   
   

💡 Note: The staff member list is populated from Setup → Staff. Make sure the person has been created there first.

After saving successfully, the staff member is automatically assigned the FSM: Technician role.

Method B – Assign the FSM: Technician Role to an Existing Staff Member

1. Go to Setup → Staff.
2. Open the staff member's detail page.
3. Navigate to the Permissions tab.
4. Select the role FSM: Technician.
   
   
5. Click Save.

The staff member will now appear in the Technician list under Field Service.

Part 2 – Assigning Certifications & Skills

Skills define the professional competencies a Technician possesses. They are used to:

• Determine which Appointments a Technician is qualified to perform
• Help the system suggest and filter the right Technician when assigning an Appointment

A Technician can have multiple Skills assigned.

Steps

1. Go to Field Service → Technicians and open the Technician's detail page.
   
   
2. Navigate to the Skills  & Certifications tab.
3. Click Assign Skill.
   
   
4. 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 Technician
   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
5. Click Save

Part 3 – Assigning a Territory to a Technician

A Territory must be assigned to a Technician before they can participate in Service Appointments. Technicians are only visible in the assignment dropdown for Appointments that belong to their assigned Territory and fall within their active time period.

• A Technician can be assigned to one or more Territories
• Each Territory assignment can have its own separate working hours

Steps

1. Go to the Technician's detail page.
2. Navigate to the Territories tab.
3. Click Assign Territory.
   
   
4. Fill in the form:
   
   Territory: Select the Territory where this Technician will operate
   Start Date: The date the Technician begins operating in this Territory
   End Date: The date the Technician stops operating. If left blank, the assignment is open-ended (no expiry).
5. Click Save. 

Overlapping Time Period Warning

The system validates for overlapping date ranges when assigning Territories. If a Technician is already assigned to the same Territory with an overlapping date range, you will see:

"This territory already exists within an overlapping time period"

How to resolve: Adjust the Start Date or End Date so that the new assignment does not overlap with the existing one.

Part 4 – Viewing Assigned Appointments

The Appointments tab on the Technician's detail page displays a list of all Service Appointments the Technician is currently assigned to. This gives a quick overview of their active workload.