Tag and Move Tickets to a New Date

Overview

You can tag and move multiple tickets to a new date at once. This feature allows you to quickly reschedule appointments without having to move them one at a time, saving significant time when handling schedule changes.

When to Use This Feature

This is particularly useful when you need to:

• Reschedule multiple appointments due to technician unavailability
• Move appointments to accommodate emergency service calls
• Adjust schedules due to weather or other disruptions
• Reorganize the calendar for better efficiency
• Shift multiple tickets to a different day

How to Move Multiple Tickets

Step 1: Open the Calendar in list view

Step 2: Select the tickets you want to move (tag them)

Step 3: Click the Close/Move button

Step 4: Select Move Tickets to Another Date

Step 5: Choose the new date

Step 6: Confirm the move

What Gets Moved

The system will move:

• Tagged tickets
• Tech 2/3 ticket appointments (multiple technician assignments)

Important Condition: Items will only be moved if there is NOT a Completed date in the item. Completed tickets cannot be moved.

Confirmation and Tracking

After Moving:

• You will receive a notification showing the number of items moved
• The ticket Notes section automatically records that the ticket was moved
• This creates an audit trail of schedule changes

Benefits

Time Savings

• Move multiple tickets in one action
• No need to open each ticket individually
• Bulk rescheduling in seconds

Accuracy

• All selected tickets move together
• Maintains relationships between related appointments
• Automatic tracking of changes

Flexibility

• Quickly respond to schedule disruptions
• Optimize technician routes and assignments
• Adjust for changing business needs

Audit Trail

• Automatic notes added to moved tickets
• Track history of schedule changes
• Accountability for rescheduling actions

Important Restrictions

Completed Tickets Cannot Be Moved

• The system protects historical data
• Only open/scheduled tickets can be rescheduled
• Completed date acts as a lock on the appointment

All Tagged Items Must Be Moveable

• Ensure all selected tickets are eligible to move
• Review selection before confirming
• System will notify you of the count moved

Best Practices

1. Review Before Tagging - Verify which tickets you're selecting before moving
2. Check Completion Status - Ensure tickets aren't already completed
3. Choose Appropriate Date - Consider technician availability and route optimization
4. Notify Customers - Contact customers about rescheduled appointments
5. Review Notes - Check that move was recorded in ticket notes

Step-by-Step Example

Scenario: Technician calls in sick, need to move all of today's appointments to tomorrow

1. Open Calendar in list view
2. Filter to show today's appointments for that technician
3. Tag all appointments (excluding any completed work)
4. Click Close/Move button
5. Select "Move Tickets to Another Date"
6. Select tomorrow's date
7. Confirm
8. System notifies: "5 items moved"
9. Verify moves in calendar view
10. Contact customers to notify them of changes

Common Use Cases

Weather Delays

Move all outdoor service appointments to the next clear day when bad weather hits.

Technician Absence

Reschedule a technician's appointments when they're unavailable due to illness or emergency.

Route Optimization

Move appointments to better align with technician territories or efficient routing.

Emergency Prioritization

Clear slots for emergency calls by moving non-urgent appointments to later dates.

Equipment Delays

Reschedule installations when equipment delivery is delayed.

Understanding Tech 2/3 Appointments

What Are Tech 2/3 Appointments?

• Tickets that require multiple technicians
• Coordinated service calls with 2 or 3 technicians

How They Move:

• All associated technician appointments move together
• Maintains coordination between team members
• Ensures everyone is scheduled for the same new date

Troubleshooting

Some tickets didn't move:

• Check if they have a Completed date
• Verify they were properly tagged
• Review the notification count

Can't find moved tickets:

• Check the new date on the calendar
• Review ticket notes for move confirmation
• Use search function to locate specific tickets

Need to undo a move:

• Use the same process to move back to original date
• Or edit individual tickets to adjust dates
• Move notes provide history for reference

Tips for Efficient Rescheduling

• Use calendar filters to isolate specific appointments before tagging
• Move tickets in logical groups (by technician, by area, by service type)
• Coordinate with dispatch team when making bulk moves
• Document reason for moves in dispatcher notes
• Follow up with customer notifications promptly

Calendar Views

List View (Recommended for Moving):

• Shows all appointments in sortable list
• Easy to select multiple items
• Clear view of what you're moving

Calendar Grid View:

• Visual representation of schedule
• Better for planning where to move tickets
• See availability at a glance

Need Help?

Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com