Published at: 2025-10-31
3. Work Order Assignment
3.0 Work Order Assignment Scenarios
Please distinguish between the following two common scenarios:
1) Complex internal assignment process: Work Orders need to be first assigned to service groups, then dispatched to engineers by group dispatchers.
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2) Simplified assignment process: Dispatchers directly assign Work Orders to service engineers.
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3.1 Process: Dispatcher > Service Group > Engineer
Applicable scenario: Complex internal assignment process where Work Orders need to be first assigned to service groups, then dispatched to engineers by group dispatchers. For detailed documentation, see: Dispatcher > Service Group > Engineer
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Configuration instructions: - Drag the “Assign Service Group” node to the process canvas
Auto-dispatch: This node prioritizes auto-dispatch rules targeting [Service Groups]. The system automatically assigns Work Orders to service groups based on dispatch rules (no need for additional auto-dispatch nodes). Work Orders not matching any rules proceed to manual dispatch.
Example: If an auto-dispatch rule specifies assigning Work Orders from “Nanshan District” to “XXX Service Group”, the system will execute this automatically.
Configure: Auto-dispatch Service Group RulesManual dispatch (with rules): If manual dispatch rules exist, the system first executes these rules to restrict dispatcher and service group scope.
Example: A rule may limit “European Dispatcher A” to only assign Work Orders from “European Region” to “European Group 1” or “European Group 2”.
Configure: Manual Service Group Assignment RulesManual dispatch: Work Orders not matching any rules proceed to manual service group assignment
(1) Dispatcher Role: Typically assigned to “Dispatcher” role, but can be modified.
Example: Configure conditional branches to allow specific employees (e.g., “Employee A”) to dispatch certain Work Orders based on Record Type or Products.(2) Customize action button names
(3) Additional fields: Enable this option to require dispatchers to complete additional information after assignment. Configure required fields in the process layout.
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Example of manual service group assignment by dispatcher:
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Service Group Internal Assignment:
Requires either a preceding “Dispatcher Assign Service Group” node or a non-empty “Work Order.Service Group” field
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Service Group Dispatch:
(1) Dispatch Rules: Executes manual or auto-dispatch rules configured for the receiving service group.
Configure: Service Group Setup & Internal Dispatch Rules(2) Service Group Dispatcher: The dispatcher from the assigned service group handles internal assignment.
Example: If assigned to “Service Group 1”, only dispatchers from this group can assign Work Orders.
Configure: Service Group Setup & Internal Dispatch Rules
When reaching the internal assignment node:
If auto-dispatch is configured, the system automatically assigns Work Orders to engineers based on group rules.
Configure: Service Group Auto-dispatch
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For manual dispatch or unmatched auto-dispatch rules, Work Orders route to service group dispatchers
After internal assignment, the system automatically updates relevant fields in the [Work Order] object
3.2 Process: Dispatcher > Engineer
Applicable scenario: Simplified assignment process where dispatchers directly assign Work Orders to service engineers. For detailed documentation, see: Dispatcher > Engineer
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Drag the “Assign Engineer” node to the process canvas
Auto-dispatch: This node prioritizes auto-dispatch rules targeting [Engineers]. Work Orders not matching any rules proceed to manual dispatch.
Example: The system automatically assigns Work Orders with “Maintenance” Record Type to “Engineer #1”.
Configure: Auto-dispatch Engineer RulesManual dispatch (with rules): If manual dispatch rules exist, the system first executes these rules to restrict dispatcher and engineer scope.
Example: A rule may limit “Nanshan Dispatcher A” to only assign Work Orders from “Nanshan District” to “Engineer #1” or “Engineer #2”.
Configure: Manual Engineer Assignment RulesManual dispatch: Work Orders not matching any rules proceed to manual engineer assignment
(1) Dispatcher Role: Typically assigned to “Dispatcher” role, but can be modified.
Example: Configure conditional branches to allow specific employees to dispatch certain Work Orders based on Record Type or Products.(2) Customize action button names
(3) Additional fields: Enable this option to require dispatchers to complete additional information after assignment.
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Example of manual engineer assignment by dispatcher: Dispatcher: Work Order Assignment
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3.3 Service Resource Management
For additional service engineer configurations, refer to: