Home
Field Service Management

Frequently Asked Questions on Field Service Management

**Q: What is the ‘Dispatch’ Function in Dusk FSM?**
Dispatching sends jobs and project tasks to technicians’ mobile apps so they appear in their calendar.  
Scheduled jobs and tasks can be viewed only.  
Unassigned work doesn’t appear in the technician’s view and can’t be clocked into.  
[Unassigned work nearby can be located using these steps in the Dusk FSM Apps.](https://help.duskmobile.com/article/Dusk-FSM-Apps/How-to-Choose-Unassigned-Jobs-in-the-Dusk-FSM-Apps)

---

** Q: How to Search in Dusk FSM for Work, Customers, or Staff?**  
To view Work, Customers or Staff in Dusk FSM

1. From the **top navigation bar**, open the **drop-down menu**.  
2. Select whether you want to search **Work**, **Customers**, or **Staff**.  
3. Click **View All** to open the results in a larger view for easier navigation and filtering.

---

![How to search in Dusk FSM for Work Customers or Staff](https://help.duskmobile.com/uploads/markdown/20251113-161713-207.png "How to search in Dusk FSM for Work Customers or Staff")

---

**Q: Can Dusk FSM send an email to a customer when a technician is on the way or arriving?**
Yes. Dusk FSM can automatically send customer email notifications based on technician status updates, for example “technician on the way” or “arrived on site.” This is available on paid plans and must be enabled by our team.

To enable customer emails, we’ll ask for a few details to meet compliance and deliverability requirements.

---

![Customer Email Enablement](https://help.duskmobile.com/uploads/markdown/20251125-160900-107.png "Customer Email Enablement")

---

**Q: Can Dusk FSM SMS customers when a technician is arriving?**
Yes. Automated SMS notifications, like “technician on the way” and “arrived,” are a paid add on to a paid plan. We need to gather some information for compliance before enabling SMS, then you choose which job statuses trigger texts.

---

**Q: FAQ: What does the green magic wand button do on the Work Summary screen?**

The green magic wand button opens the Staff Business Rules recommendation panel for that job. When you tap it, Dusk FSM automatically suggests the best **Recommended Staff and Contractors** based on skills, region, shift availability, capacity, and enabled status. The wand appears when a job is in **Unassigned** or **Scheduled** status (Scheduled means planned but not yet dispatched, and your organisation may rename this status).

Learn more about how recommendations are calculated here:
[https://help.duskmobile.com/article/Personnel/How-Do-the-Staff-Business-Rules-Work-in-Dusk-FSM/](https://help.duskmobile.com/article/Personnel/How-Do-the-Staff-Business-Rules-Work-in-Dusk-FSM/)

---

**Q: How do I quickly create a job to test scheduling?**
Use “Single Task Work” from the green + Work button. Enter any reference (it doesn’t need to be unique), create the work item, then set required fields like Allocated Time and Work Type.

---

**Q: What format do I use for “Allocated Time”? Can I enter 1.5 hours?**
Use hours/minutes tokens, e.g. 1H 30M. Decimal hours like 1.5 aren’t used in that field.

---

**Q: If the job location is different from the customer’s address, can I override it?**
Yes. When you select a customer, Dusk will pull their default address (including from HubSpot), but you can override the job site address manually on the work item if the work is at a different location (example: vehicle left somewhere else).

---

**Q: How do I handle customers with corporate billing but many service locations?**
Dusk FSM supports multiple addresses at the customer level (useful for corporate accounts where invoices go to corporate but jobs happen at different sites). For one-off differences, you can also override the address on the job.

---

**Q: What’s the difference between “Schedule” and “Schedule and Dispatch”?**
Schedule books the job without sending it to the field, while Schedule and Dispatch books it and pushes it out to field staff.

---

## 🔗 Related Articles

- [How to Create Field Service Jobs in Dusk FSM](https://help.duskmobile.com/article/Field-Service-Management/How-to-Create-Field-Service-Jobs-in-Dusk-FSM)
- [Configuring Custom Field Service Statuses](https://help.duskmobile.com/article/Field-Service-Management/How-to-Customize-Field-Job-Statuses-in-Dusk-FSM)
- [How the Dusk FSM AI-Driven Staff and Contractor Scheduler Works](https://help.duskmobile.com/article/Field-Service-Management/How-the-Dusk-FSM-AI-Driven-Staff-and-Contractor-Scheduler-Works)
- [How to Use the Work Calendar View in Dusk FSM](https://help.duskmobile.com/article/Work/How-to-Use-the-Work-Calendar-View-in-Dusk-FSM)
- [Automating Work with Workflow Automation](https://help.duskmobile.com/topic/Workflow-Automation)

---

Updated on December 24, 2025

Frequently Asked Questions on Field Service Management

Need Support?

Error

Delete Article