Modify the resource membership of agents or crews associated with a territory

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Modify the territory membership of agents or crews to make them available to work in a territory for a certain period, set their priority when assigning tasks, or mark them as inactive.

    Before you begin

    Role required: sn_fsm_tp.fsm_territory_planner

    About this task

    All agent and crew resources in the assignment group associated with a territory are available to work in that territory by default. You can modify their membership by making them inactive to avoid assigning tasks to them or set their territory membership type to either primary or secondary. Resources with a primary membership are prioritized over resources with a secondary membership when assigning tasks.
    Note:

    • You can customize the membership of resources regardless their assignment group and assignment territory.

    • You must activate Field Service Crew Operations plugin to view and customize crew membership. For more information, see Activate Field Service Crew Operations.

    Procedure

    1. Navigate to All > Field Service > Territory Planning > Territory Planning Console.
    2. In the Territories panel select the territory.
      The territory record appears.
    3. Modify the desired membership.
      • To modify agent membership, select Agent Membership tab.
      • To modify crew membership, select Crew Membership tab.
    4. Select Add.
    5. On the form, fill in the fields.
      Table 1. Territory Membership Override form
      Fields Description
      Territory Name of the territory.

      This field is automatically set to the territory for which the agent or crew is a member.
      User Name of the agent whose membership you want to change.

      This field is available only when a crew is not selected in the Crew field.
      From Date from which the resource is available to work in the territory.
      Active Option to indicate whether the resource is available to work in the territory.
      Membership type Type of membership for the resource, either primary or secondary.

      For example, if a resource is part of two territories simultaneously, assign a primary membership to the resource for territory one and a secondary membership for the other territory.
      Crew Name of the crew whose membership you want to change.

      This field is available only when an agent is not selected in the User field.
      To Date until which the resource is available to work in the territory.
    6. Select Save.

    Result

    The agent or crew availability and membership is modified.