> ## Documentation Index
> Fetch the complete documentation index at: https://docs.horizonmanaged.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Dispatch board

> Schedule and assign technicians to tickets and work orders, with calendar sync and AI-assisted assignment

The dispatch board is where you assign technicians to field and service work. It
pulls **helpdesk tickets** and **work orders** into one dispatchable queue, then
lets you place each item into a scheduled slot for a specific tech on a specific
day — optionally syncing that assignment to the tech's Microsoft 365 calendar.

Open it at `/dispatch`.

## When to use it

* Assign an unassigned ticket or work order to a technician for a given day.
* Balance a team's daily workload against each tech's capacity.
* Plan a technician's week at a glance.
* Group same-area jobs to plan routing.
* Run a wall-mounted "today's dispatch" board in an ops room.

## Views

Switch views from the board header:

| View         | What it shows                                                                                                                 |
| ------------ | ----------------------------------------------------------------------------------------------------------------------------- |
| **Calendar** | A Monday-based 7-day week grid with each tech's scheduled slots; filter by tech or work type.                                 |
| **Kanban**   | One column per technician for a chosen date, with a load count against that tech's daily capacity, plus the unassigned queue. |
| **List**     | A flat, filterable list over a date range (tech, type, status).                                                               |
| **Map**      | Active jobs grouped by location.                                                                                              |
| **TV mode**  | A full-screen board (`/dispatch/tv`) for wall displays.                                                                       |

<Note>
  The map view groups jobs by **city and state**, not by precise coordinates —
  it's a location grouping, not a routing map. Work-order slots pick up their
  site address automatically; ticket slots use whatever location you enter.
</Note>

## Assigning work

Each assignment is a **dispatch slot** — one tech, one source item (a ticket or
work order), on a date, with optional start/end time, priority, site location,
and notes. A slot moves through statuses as the job progresses: **Scheduled →
Dispatched → En route → On site → Complete** (plus Cancelled and No-show).

Capacity is per technician per weekday (default 4 slots/day); the kanban and
load views color-code how full each tech's day is.

## AI-assisted assignment

Not sure who to send? **Suggest** asks Nexie to recommend the best technician
for a job based on each tech's skills, proficiency, and current load. It returns
a recommendation with reasoning and a confidence score, and a one-click Assign.

<Note>
  AI Suggest needs your tenant's Claude API key configured in settings; without
  it the suggestion is unavailable.
</Note>

## Microsoft 365 calendar sync

When you create, update, or delete a slot, NexusOS pushes the change to the
**assigned tech's** Microsoft 365 calendar — creating, updating, or removing the
matching event. Sync is:

* **One-way** (NexusOS → Microsoft 365). Changes made directly in Outlook are
  not read back.
* **Best-effort** — a sync failure is logged but never blocks the assignment.

It reuses the same Microsoft 365 connection configured for email security, so no
separate calendar setup is needed.

## Good to know

* "Technicians" are your active users; there's no separate dispatch-only role.
* One-way sync means Outlook is a view of NexusOS assignments, not a two-way
  source of truth.