Assigning Multiple Techs to a Work Order

Overview

gaiia now offers the ability to assign multiple technicians to a single work order using the new Multi‑Tech feature. This enables collaboration on complex jobs by scheduling both a primary and a secondary technician together and ensuring the lead runs all procedures.

In this article, we’ll walk through how to assign and unassign technicians, look at their behaviours, and highlight key UI details and known limitations.

Assigning Multiple Technicians

The steps below highlight how you can add both a primary and a secondary technician to a work order:

1. Select the work order and pick the date/time slot.
2. Assign the primary technician.
3. After the primary is scheduled, click Assign Secondary Technician.
   
4. Choose from available secondary technicians for that exact slot.

Assigning a secondary technician cannot be done from the Schedule page; use the Assign Technician action.

Secondary technicians must be available for the exact same time slot. An error will appear if none are free.

Un-assigning Technicians

To remove technicians, simply unassign the work order. This action removes both technicians together; you cannot remove one without the other.

Primary & Secondary Behavior

Here’s how each role functions once assigned:

• En Route messages: Primary can trigger; Secondary cannot.
• Procedures (Work Type Steps): Primary completes steps; Secondary does not.
• Tracked status (e.g., En Route): The dispatcher can see status updates for both technicians.
• Run a Workflow: Both can initiate workflows.
• Work Order Overview (Customer & Job Details): Both can view.
• Add notes: Both can add notes.
• Assign equipment: Both can assign equipment.

Display & UI Details

Below is how the Multi‑Tech feature displays in the following interfaces:

• Schedule Page:
  • Multi‑tech orders appear on both technician schedule lanes.
  • Each work order card shows two avatars labeled Primary and Secondary.
  • Drag & Drop:
    • Single‑technician orders move freely.
    • Multi‑tech orders are locked to prevent overlap.
• Overview Page:
  • Both avatars are visible; hover to see names and roles.
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• Mobile App:
  • Displays a banner: “You are assigned with Technician Name.”
  • Highlights your role as Primary or Secondary.

Known Limitations (as of May 27, 2025)

Be aware of these constraints when using Multi-Tech:

• Sequential assignment only: Must assign primary first, then secondary.
• Grouped unassignment: Removing one removes both technicians.
• Two-technician cap: Supports only one primary and one secondary.
• Locked scheduling: Multi-tech orders cannot be dragged on the schedule page.