Set Technician Availability for Dispatch
Availability is the first thing Mizo checks when it ranks technicians: anyone unavailable is excluded outright. Mizo reads availability from your PSA, so dispatch is only as accurate as the schedules and calendars there.
Steps
Set each technician’s working hours in the PSA. Mizo uses the technician’s PSA work schedule. A technician with no schedule is treated as working a generic Monday–Friday, 9am–5pm, which can make them look more or less available than they really are. On Autotask, technician schedules can follow configured shift hours.
Enter time off in the PSA. Vacation approved over email or Teams but never entered in the PSA is invisible to Mizo: an empty queue then looks like spare capacity. A simple team rule works well — if your time off isn’t in the PSA, dispatch treats you as available.
Schedule onsite visits as calendar entries, not just as notes on a ticket. Mizo’s scheduling books around appointments already on a technician’s calendar; a visit that only exists as a note is invisible.
Write partial capacity down as dispatch rules. In Fine-tuning → Dispatch, add rules for people who are only partly on the service desk, for example:
- “The owner only receives escalations.”
- “Tier 3 does not take password resets.”
Dispatch rules are hard eligibility filters — an excluded technician is removed from consideration entirely.
Decide whether location matters. Turn on Dispatch per location (Fine-tuning → Dispatch, off by default) to limit candidates to technicians at the ticket’s own location.
Check workload weighting. Workload is ranked on open work, estimated remaining work and recent assignments relative to scheduled hours — not raw ticket count. If you don’t want workload considered at all, turn on Ignore technician workload for dispatch.
Check it worked
Run dispatch at Recommendation and read the reasoning on each Dispatch ticket action — it shows the availability and workload figures behind the pick. If a dispatcher overrides a pick because someone “isn’t available”, fix that technician’s PSA calendar rather than the rule. See Run dispatch in recommendation mode before going autonomous.
Good to know
- A technician who is unavailable can’t be dispatched even if a rule says “always assign VIP tickets to them” — only available technicians are candidates.
- The same PSA schedule drives Schedule Tickets, which books appointments inside working hours. Keeping schedules current fixes both.
- Project work tracked on a separate board or in another tool may not be visible to dispatch, so heavy project people can look underused. Limit what they receive with a dispatch rule, such as excluding them from routine ticket types.