4. Engineer Work Order Acceptance (Optional)

Value: After the Dispatcher assigns a Work Order to an Engineer, the Engineer can decide to accept it, reject it, or quickly reroute the Work Order to another Engineer based on the current task.

picture coming soon:

Key features: 1) To enable Engineers to accept, reject, or reassign Work Orders, add an application node “Engineer Accepts Order” to the Service Flow. Once added, Engineers can accept orders. 2) Configure reject and reassign options in the node so Engineers can reject a Work Order or reassign it to another Engineer.

• Flow node: Accept Order — supports Engineers in a Service Group to accept, reject, or reassign Work Orders

• Reject: 1. Engineer reject within the Service Group: The assigned Engineer can reject the Work Order; the Service Group Dispatcher will reassign it. 2. Reject note: Allow configuring a required note explaining the rejection

• Reassign: 1. Engineer reassign within the Service Group: Reassign the Work Order to another Engineer. By default, reassignment is limited to Engineers within the same group. 2. Reassign note: Allow configuring a required note explaining the reassignment

• Auto-accept on timeout: The node can be set to auto-complete the accept action after a configured duration

Engineer operation example: