SuccessWare21 Implementation Guide > Dispatching > What Happens in SW21

What Happens in SW21

Behind the scenes, a couple things happen when a user changes their status in the system. These are broken into 2 separate types of status changes: Job and non-Job status changes. Different things happen "behind the scenes" when a technician applies these different types of status codes.

Job Related Status Change

These changes apply to the following: Notified, Dispatched, Onsite. When any of these status' are applied to a call, the call status is changed to the status being applied. A time card entry with the current date is created for the user with the status and the previous time card entry is closed out on the same time.

Non-Job Related Status Change

The other type of status changes are non-job status changes. Some examples of these are: Lunch, Avail(Off), DayEnded. These status' work the same way as the Job related status changes in that they will create a new time card entry for the time, and close the previous status they had opened.

The difference with these types of status' change is that if you're currently on a job related status, that call is closed, and a new call is created for the amount of time the user estimated they would be on the status. This, for example, allows a user to go to a call, perform some work and go to lunch. When they are done with work, SW21 will have automatically created a new assignment for when they want to go back to the call.