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Question

the dispatch date was changed for the technician

  • September 10, 2026
  • 4 replies
  • 65 views
Sidekick (Customer)
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Hi everybody,

If someone can help me.

We are experiencing an issue with one of our technicians regarding the DPA. When dispatching the intervention and modifying the DPA for today, such as 09/10/26, the DPA is automatically set to 09/11/26.. We have noticed that the change affects only the technician, and the date is always shifted to the following Thursday at 6 a.m.. Even by forcing the DPA, it goes back to the original date. Has this issue been faced by anyone before? Where does that come from? 

4 replies

Hero (Employee)
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Hi Fatimatou,

If you look at the Transaction Log of the order, does it show that Process Flow or API updated the order? Maybe another process is updating the order.  If not, you might also want to check the agent’s shifts to make sure that the times are set up correctly.

If you can’t identify the trigger, please open a support case so we can dig into it further.

Thank you,
Andrew

    Reid Gilbert
    Superhero (Employee)
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    • Reid Gilbert
    • Superhero (Employee)
    • September 10, 2026

    Hi Fatimatou,
    Is the technician’s address in the Employees module (click on the Address tab and then click on Zoom to drill down in) in a different Time Zone than the Site entered on this service order?  Could it be converting to a different time zone (rolling past Midnight) and that is then pushing the day forward as a result?

    Can you attach some screenshots of the Trans. Log tab from the Service Order module as well?  Does that indicate the date and time are being changed?  Or just the time?
    Thanks,
    Reid

      Sidekick (Customer)
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      • FatimatouHane
      • Author
      • Sidekick (Customer)
      • September 28, 2026

      Hi,

      Hello, thank you for your feedback and sorry for my late reply.

       I checked, following your instructions, in the Employees module, and the time zone of the technician’s address seems correct to me.

      In the transaction log, I do not see any entry for a PF or another program that modifies the "time" process. As indicated on this OT, I manually activated the DPA on 09/10/26, despite it being automatically scheduled for 6 a.m. the following day.

       

        Hero (Employee)
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        Hi Fatimatou,

        Did you also check the employee shifts? If those are OK as well, please open a support ticket with the steps to recreate the issue and we will investigate it further.

        Best regards,
        Andrew

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