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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)

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** 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.

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![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")

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**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.

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

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**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.

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**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/)

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Updated on November 28, 2025

Frequently Asked Questions on Field Service Management

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