Emergency Dispatch

Charter process: Outreach from client to repair report sent.

Scenario: A client calls with a system down. Dispatch checks contract status, creates a task, sends an FSE, they fix it, and we close out.

Phase 1: Intake (Target: under 30 seconds)

Step	Who	What happens in Odoo	Check
1	Dispatcher	Look up the client in Contacts. Open the Systems tab.
2	Dispatcher	Find the system by serial number. Check is_under_contract.
3a	(If covered)	Proceed normally. Costs post to the contract's analytic account.
3b	(If NOT covered)	This is a billable call. Note it. Costs still need an analytic account (use the client's default or a one-time service analytic).

Time this. If the dispatcher can't answer "covered or billable?" in 30 seconds, the system registry isn't working as designed.

Phase 2: Create Task and Service Request

Step	Who	What happens in Odoo	Check
4	Dispatcher	Create a task in Emergency Callouts project
5	Dispatcher	Toggle Service Task on. Create service request: type = Repair, select the system.
6		Verify: name auto-generates ("Repair - [serial]"), customer auto-fills from system
7	Dispatcher	Assign FSE, set dates

Phase 3: Scheduling

Step	Who	What happens in Odoo	Check
8	Dispatcher	Check Gantt for FSE availability
9	Dispatcher	Move to Confirmed with Client (emergency = likely immediate)
10	Dispatcher	Book travel if needed, move to Travel Booked
11		Verify: Gantt shows the callout in red (Emergency Callouts project color)

Phase 4: On-Site Repair

Step	Who	What happens in Odoo	Check
12	FSE	Move task to In Progress. Log time.
13	FSE	If parts consumed: create inventory transfer linked to the service request
14	FSE	On the transfer, manually set the Analytic Account to the contract's analytic account
15	FSE	Click report template URL, fill out repair report in Google Sheets
16	FSE	Mark task Completed - Awaiting Closeout

Step 14 is manual. The analytic account does not auto-fill. For covered calls, use the contract's analytic. For billable calls, use the client's default analytic or a general service revenue analytic. This needs to be defined before launch.

Per diem should calculate using the service per diem GL account (because is_service_task = True).

Phase 5: Closeout

Step	Who	What happens in Odoo	Check
17	Dispatcher	Review: repair report filed, parts accounted for
18	Dispatcher	Move task to Closed
19	Manager	Validate timesheets
20	Accounting	Post timesheets to GL

If billable (no contract)

Step	Who	What happens in Odoo	Check
21	Accounting	Create a standalone sales order for the service call (time + parts)
22	Accounting	Create and send invoice from the SO

The invoicing path for billable calls needs to be defined. Options: standalone SO per call, or a running SO per client that accumulates billable service. Decision needed before launch.

What to Watch For

• 30-second intake test: contact > systems tab > is_under_contract. Can it be done?
• Covered vs billable branching: does the dispatcher know what to do for each?
• Analytic account on parts transfers is MANUAL for both covered and billable calls
• Per diem GL routing: service task should use the service per diem account
• Billable call invoicing path: not yet defined. Needs a decision.
• Emergency callouts should be countable by system, customer, FSE for charter metrics