Published at: 2025-10-31

3. Work Order Assignment

3.0 Work Order Assignment Scenarios

Please distinguish between scenarios. Two common scenarios are:

1) Complex internal assignment: work orders are first assigned to a Service Group, then a dispatcher within that Service Group assigns to an Engineer.

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2) Simple assignment: a dispatcher assigns directly to a Service Engineer.

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3.1 Flow: Dispatcher > Service Group > Engineer

Applicable scenario: complex internal assignment where the Work Order is first assigned to a Service Group, and then a dispatcher inside that Service Group assigns it to an Engineer. For detailed requirements, see: https://help.fxiaoke.com/1a54/4107/2f99/7c19/6286

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Configuration notes:

  • Drag the “Assign Service Group” node onto the process canvas.

  • Automatic assignment: this node first evaluates automatic assignment rules whose assignee object is Service Group. If a matching rule exists, the system automatically assigns the Work Order to that Service Group (no separate node required). If no automatic rule matches, the Work Order proceeds to manual assignment. (Example: if the Work Order address district is “Nanshan”, the system automatically assigns to “XXX Service Group”). Configure automatic Service Group assignment rules here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/6286/aa7d

  • Manual assignment (scope-limited): if you define manual assignment rules, the system evaluates them next and restricts which dispatchers and Service Groups are available. (Example: when Work Order.Account.Region equals “Europe”, only “Europe Dispatcher A” can assign to “Europe Group 1” or “Europe Group 2”.) Configure manual Service Group assignment scope rules here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/6286/27a6

  • Manual assignment fallback: Work Orders without matching rules move to manual Service Group assignment.

    1) Who performs assignment: typically a Dispatcher Role, but you can change the actor. (Example: to let employee A only assign certain Work Orders—e.g., Record Type = value-added service and Products = XXX—you can add a branch before the “Assign Service Group” node and set employee A as the actor for that branch.)

    2) Operation button label: editable.

    3) Additional fields: if you require the dispatcher to fill extra fields when assigning to a Service Group, enable this option and select a layout that exposes the editable fields.

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  • Example: dispatcher manually assigning a Service Group:

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  • In the process node, enable “Assign within Service Group” so a dispatcher inside the Service Group assigns to the group’s Engineers.

  • Note: you must configure a preceding “Dispatcher assigns Service Group” node, or ensure the Work Order.Service Group field is not empty.

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  • Service Group internal assignment:

    (1) Assignment rules: the receiving Service Group executes its internal assignment rules (manual or automatic). For configuring Service Group and internal assignment rules, see: https://help.fxiaoke.com/1a54/4107/2f99/7c19/6286/35bd

    (2) Service Group dispatchers: dispatchers of the receiving Service Group perform internal assignments. If the previous node assigned to “Service Group 1”, then “Service Group 1” dispatchers will assign to Engineers. Configure Service Group dispatchers here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/6286/35bd

  • When the flow reaches the Service Group internal assignment node, the Service Group’s internal assignment settings run. If internal automatic assignment is configured, the system assigns to an Engineer automatically. Configure Service Group internal automatic assignment here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/35bd#header-2

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  • If the Service Group uses manual assignment or no automatic rule matches, the Work Order goes to the Service Group’s dispatchers for manual assignment.

  • After internal assignment, the system automatically writes assignment-related fields back to the Work Order object.

3.2 Flow: Dispatcher > Engineer

Applicable scenario: simple assignment where a dispatcher assigns directly to a Service Engineer. For detailed requirements, see: https://help.fxiaoke.com/1a54/4107/2f99/7c19/25c1

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  • Drag the “Assign Engineer” node onto the process canvas.

  • Automatic assignment: this node first evaluates automatic assignment rules whose assignee object is Engineer. If a matching rule exists, the system assigns the Work Order to that Engineer. If no automatic rule matches, the Work Order moves to manual assignment. (Example: if the Work Order Record Type matches a rule, assign to “Engineer #1”.) Configure automatic Engineer assignment rules here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/25c1/efda

  • Manual assignment (scope-limited): if you define manual assignment rules, the system evaluates them next and restricts which dispatchers and Engineers are available. (Example: when Work Order.Account.Region equals “Nanshan”, only “Nanshan Dispatcher A” can assign to “Engineer #1” or “Engineer #2”.) Configure manual Engineer assignment scope rules here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/25c1/baeb

  • Manual assignment fallback: Work Orders without matching rules move to manual Engineer assignment.

    1) Who performs assignment: typically a Dispatcher Role, but you can change the actor. (Example: to let employee A only assign certain Work Orders—e.g., Record Type = value-added service and Products = XXX—you can add a branch before the “Assign Engineer” node and set employee A as the actor for that branch.)

    2) Operation button label: editable.

    3) Additional fields: if you require the dispatcher to fill extra fields when assigning to an Engineer, enable this option and select a layout that exposes the editable fields.

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  • Example: dispatcher manually assigning an Engineer: https://help.fxiaoke.com/1a54/4107/37c7/e787

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3.3 Service Resource Management

To configure additional Service Engineer information, refer to:

  • Service Information: https://help.fxiaoke.com/1a54/4107/2f99/7c19/9ff0/d923

  • Engineer Distribution: https://help.fxiaoke.com/1a54/4107/2f99/7c19/9ff0/9f41

  • Service Skills: https://help.fxiaoke.com/1a54/4107/2f99/7c19/9ff0/6f02

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