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What is the purpose of Duration field in the Service Ticket?

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The Duration field in a Service Ticket is the dispatcher’s best estimate of how long it will take the technician or crew to complete the job. This could be one hour, four hours, or however long you expect the work to take.

When entered, the Duration serves two main purposes:

  1. Gives technicians an idea of the time expected on-site
    – Helps them plan their day and understand how long they should dedicate to that service call.

  2. Blocks out time in the Crew Schedule
    – Contractor Foreman uses this field to show the technician as “unavailable” for the set duration. This keeps your scheduling accurate and helps avoid double-booking.

Why is this important?

  • Keeps scheduling realistic and balanced.

  • Helps dispatchers and managers see availability at a glance.

  • Allows quick reassignment if a ticket runs longer than expected or needs to be shifted.

  • Improves communication so both office staff and technicians know what to expect.

In short, the Duration field is not just a guess, it’s a planning tool that keeps the jobsite, office, and schedule aligned.

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