Set calendar sync, quick-fix handling, dispatch tuning, and holidays

What you will have

• Find Calendar Sync and know what it writes to a tech's calendar, how often it rechecks for outside edits, and how to change what an event looks like.
• Find Quick-Fix Handling and know how a ticket qualifies as a quick fix and how it gets routed.
• Find Dispatch Tuning and know how the weekly auto-tune job learns from real time entries, and what keeps one bad ticket or one week's run from moving an estimate too far.
• Find the Holidays card on Business Hours & Holidays and know where the list comes from, how to turn a day off, and how to add your own.

Why it works this way

Steps

1. 1

   Open Settings > Dispatch & Scheduling > Calendar Sync and look at Sync Dispatch to External Calendars and Calendar Reconcile Interval (minutes).

   This page controls dispatched calendar events: whether they write to a tech's Microsoft 365 or Google calendar, how often the portal checks for outside edits, and the templates for the event title and body. Sync Dispatch to External Calendars is the on/off switch for writing to an outside calendar at all - turned on here, so dispatched tickets and work blocks reach each tech's calendar and edits there sync back. Turn it off and the schedule lives only in the portal; real meetings and out-of-office are still read in either way. Calendar Reconcile Interval (minutes) sets how often the inbound reconciler rechecks a given tech's calendar for edits made outside the portal - the poll itself runs roughly every 15 minutes, but a tech is only re-checked once this many minutes have passed, which is why an Outlook edit can sit unfixed for up to that long before the ticket's schedule follows it. Turning Sync Dispatch to External Calendars off is the way to stop the portal touching outside calendars at all, if edits keep getting overwritten or ignored.

   

2. 2

   Edit Calendar Event Title using a token chip, then save.

   Calendar Event Title and Calendar Event Body are plain text with a row of Insert chips underneath - Ticket #, Subject, Client, Priority, Tech name, and more depending on the field. Clicking a chip appends that token to whatever is already typed; there is no cursor tracking, so reorder by cutting and pasting if needed. This walkthrough clicked Ticket # to append {{ticketId}} to the default title, saved, then edited the field back to its starting text and saved again. Urgent tickets get an [URGENT] prefix automatically, and Manual-Schedule Title Prefix (further down the same card, default "[M] ") is prepended instead when a human schedules a ticket by hand, so techs can tell hand-scheduled visits from engine-dispatched ones.

   

3. 3

   Open Quick-Fix Handling and set Quick-Fix Threshold (minutes) and Quick-Fix Handling.

   A ticket whose estimated fix-time is at or under Quick-Fix Threshold (minutes) is a "quick fix" - small enough that scheduling it like normal work is more overhead than the fix itself, defaulting to 15. Quick-Fix Handling then decides what happens to those tickets: Needs Attention (cherry-pick), the default, leaves them unclaimed for techs to pick up, and dispatch fits the ticket into that tech's day the moment they claim it; Auto-dispatch (bump-insert) pushes a quick fix straight to the owning pod and bump-inserts it into a tech's day; Dedicated board/pod routes quick fixes to one separate board instead, picked in a Quick-Fix Board field that appears once this mode is chosen. This walkthrough changed the mode to Auto-dispatch (bump-insert), saved, then set it back to Needs Attention (cherry-pick) and saved again.

   

4. 4

   Open Dispatch Tuning and look at Auto-Tune Dispatch Times, Auto-Tune Window, Outlier Threshold, Drift Tuning Minimum Sample, and Drift Tuning Max Move.

   Auto-Tune Dispatch Times lets a weekly retune job learn each ticket tag's fix-time from real time entries and apply it automatically - on for this tenant. Turning it off freezes every tag's estimate on its seed or manually-set value, though the learned value still shows for comparison. Auto-Tune Window (days) sets how many days of recent actuals that weekly job uses for each tag's rolling estimate, defaulting to 90. Outlier Threshold (%) flags a logged time outside plus or minus this percent of the estimate for review, but keeps it in the rolling average anyway, since the median shrugs off one bad ticket - default 50, and this one applies whether or not Auto-Tune Dispatch Times is on. Drift Tuning Minimum Sample (tickets) holds the job back from tuning a tag until at least this many completed dispatched tickets carry that tag in the window, default 8. Drift Tuning Max Move (%) caps how far a single weekly run can move a tag's seed estimate, as a percent of its current value, default 20 - convergence toward what actually happens is gradual, on purpose, never a jump.

   

5. 5

   Open Business Hours & Holidays and look at Region under the Holidays card.

   The built-in holiday list comes from a rule for whichever region you pick here, shown as a searchable dropdown - this tenant has never set one explicitly, so it reads "United States of America, from America/Chicago," resolved from the instance's own default time zone. Each year's list of holidays is worked out on the spot from that region's rule, not downloaded or stored ahead of time, so a new year never needs a setup step of its own. The in-app help for this page credits where those dates come from: holiday dates are computed from the date-holidays dataset, © its contributors, CC BY-SA 3.0. If no region can be resolved at all, no public holidays are kept, and the SLA clock, dispatch, and recurring tickets treat every day as a working day until one is picked.

   

6. 6

   Turn off one holiday and save, then turn it back on and save again.

   Every holiday row - built in or your own - has its own checkbox. Clearing it and saving stops the shop closing for that one day, every year the rule places it on; the day itself stays on the list underneath, so it can be turned back on later, and only the days you actually change are stored. A day marked "(observed)" is one the rule moved off a weekend onto a nearby weekday. This walkthrough unchecked Columbus Day and saved, then checked it back on and saved again to leave the tenant exactly as it found it.

   

7. 7

   Add a day of your own using the row at the bottom of the card.

   Type a name, pick a date, and click Add custom - tick Repeats yearly first if the shop closes for it every year, rather than just this once. The new row joins the list marked Custom, with its own checkbox and an X to remove it, and it is kept even if the region above is changed later. This walkthrough added "KB Walk Custom Day" on Nov 2, 2026 with Repeats yearly ticked, saved, then removed it with the X and saved again.

   

If it did not work

• If a dispatched calendar event never shows up on a tech's own Outlook or Google calendar, check Sync Dispatch to External Calendars on Calendar Sync - it must be on for any of these settings to reach an outside calendar.
• If a tag's fix-time estimate never seems to change, check Auto-Tune Dispatch Times on Dispatch Tuning first - it must be on for the weekly job to touch estimates at all, and even then Drift Tuning Minimum Sample and Drift Tuning Max Move slow how fast and how far it can move.
• If a holiday keeps showing on the schedule after you thought you turned it off, confirm the change was saved and that you edited the row for the year you are actually looking at - the checkbox answers are stored per rule, not copied automatically across every year tab.

Questions this page answers