Dispatch, projects and service reporting
How a service coordinator decides who works on what and when, books onsite visits that actually happen, recognizes when a ticket should become a project, and reads service reports and KPIs without being fooled by them.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Choose which ticket to dispatch next using priority, SLA due time, skills and availability
- Schedule an onsite visit that is confirmed, realistic about travel and visible on the board
- Decide whether work belongs in a ticket or a project, and route it accordingly
- Calculate common service measures such as SLA attainment and utilization from given numbers
- Explain how a single KPI can be gamed and which companion measure keeps it honest
Course outline
- 1.Dispatch: who works on what, and whenLesson · 16 min
- 2.Projects versus ticketsLesson · 12 min
- 3.Service reports and KPIsLesson · 16 min
- 4.Dispatch, projects and service reporting: knowledge checkKnowledge check · 15 questions
- 5.Monday morning on the service boardScenario
- 6.Final exam8 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Autotask PSA Help: Introduction to tickets (ticket types, ticket numbers, tickets vs projects, ticket categories)
- ConnectWise PSA documentation: Dispatch Portal
- ConnectWise PSA documentation: Ticket Tab - Service Ticket (board, status, type/subtype/item, impact/urgency, priority, SLA application order, notes)
- ITIL 4 practice guidance (incident management, service request management, service level management), AXELOS / PeopleCert
- General MSP service desk and PSA practice
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.