Why Approve Violations?
The purpose of setting up policy rules is to guide dispatchers and planners to assign work to suitable technicians. This will result in better customer service, shorter travel distances, and fewer truck re-rolls, ultimately helping your business to be more efficient.
However, sometimes a suitable technician isn’t available, or an urgent situation requires an immediate visit from an inexperienced technician to put the customer at ease until a more experienced technician arrives. On these rare occasions, adhering to the Policy Rules may prevent the job getting done.
FieldAware allows dispatchers and planners to manually violate Policy Rules, but they are asked to approve the violation. Approved, non-compliant jobs contain a record of who approved the violation and when it occurred. Approvals can be viewed via the Job Page, the Scheduler Job Tooltip and in the Jobs List.
Approved Violations dialog as viewed from the Scheduler
Policy Violations viewed from the Jobs List
How to approve and view Violations
As described above, if a job is assigned to a non-compliant tech, the Policy violation must be approved. Approved, non-compliant jobs contain a record of who approved the violation and when it occurred. See this information by clicking on the Rule Violations Approved link over the crew table.
From the Scheduler, you can click the Policy violations link in the job tooltip.
Violations and Active Policies
When a particular policy, let’s say Standard Policy, is active, that policy’s rules are applied when assigning technicians to a job, J123.
If a manager then makes another policy active, say Emergency Policy, this comes into effect for to all jobs being assigned from that point onwards. J123 remains under Standard Policy policy unless it is reverted to Unassigned.
If J123 is compliant with Standard Policy, it will continue be be displayed as compliant, even if it is in violation of Emergency Policy.