Pre-dispatch triage
Pre-dispatch triage is the assessment of a service request before assigning a visit, to establish urgency, scope and the preparation needed.
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It separates the decision to attend from the initial report of a problem. A reviewer considers what is known, what is missing and whether the request belongs within the service team’s responsibility. Triage must not delay an emergency response or attendance required for safety.
How it works in field service
A customer or site contact supplies equipment identifiers, visible symptoms, error displays and access information. Guided capture can organise those details into a case. The reviewer assesses urgency and likely work, asks for specific missing evidence and records the next action before scheduling where appropriate.
Possible decisions include safe remote resolution, further information, a prepared visit or referral to the responsible party. When attendance is needed, the reviewed case helps the team consider qualifications, parts, tools and access requirements. Carry that evidence into the job so the attending technician can verify the plan. Record why a decision was made; a clip received without review is not completed triage.
Explore customer video before dispatch