Published at: 2025-10-31
Dispatch Configuration: Dispatcher > External Service Provider > Service Provider Engineer
1. Dispatch Workflow Overview
When some Work Orders require outsourcing to Service Providers, you can assign Work Orders to Service Providers either automatically or manually. Work Orders are first assigned to each Service Provider, and then each Service Provider’s dispatcher assigns the Work Orders to that provider’s engineers.
There are two assignment nodes in the process for assigning to Service Providers:
1) Manufacturer dispatcher assignment 2) Downstream Service Provider dispatcher assignment
2. Dispatcher Assignment to Service Provider Node
Ensure the process is configured as an Interconnection process.
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The first assignment node: configure a dispatcher assignment node that assigns to a Service Provider.
Note: At this node the system first evaluates any automatic assignment rules that target Service Providers. Work Orders that do not match an automatic assignment rule proceed to manual assignment.
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2.1 Auto-assignment to Service Provider (priority)
- After configuring an Interconnection service process, you can create automatic assignment rules to automatically assign qualifying Work Orders to Service Providers.
- When the workflow reaches the manufacturer-to-Service Provider assignment node, the system executes the auto-assignment rules. (You must configure the dispatcher-assignment-to-Service-Provider node for the auto-assignment rules to take effect. Work Orders that do not match auto-assignment rules will enter manual dispatcher assignment.)
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2.2 Dispatcher Manual Assignment (illustration)
The dispatcher assigns the Work Order to a Service Provider via the Work Order assignment interface.
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| Field Label | apiname | Field Type | Description | Remarks |
| Field Name | apiname | Field Type | Description | Remarks |
| Dispatcher | assign_user | When the dispatcher manually assigns to a Service Provider, the dispatcher fills this field. For auto-assigned Work Orders this field is empty. | ||
| Assignment Method | assign_way__c | |||
| Assignment Time | assign_time__c | |||
| Service Implementation Partner | field_partner__c | Lookup > Partner | Business field | Populated after the Service Provider assignment node completes |
| Downstream Service Provider | field_fwssf__c | Lookup > Account | Business field | The original Service Provider entity is an Account. For companies activated before version 880, the original assigned Service Provider is stored and will be populated after assignment completion. |
| Service Provider Engineer | field_outDealUser__c | External User | Business field | Populated after the Service Provider Engineer assignment node completes |
| Downstream Company Name | field_downstreamOuterTenantName__c | Text | Non-business field | |
| Downstream Company ID | field_downstreamOuterTenantId__c | Text | Non-business field |
3. Service Provider Dispatcher Assigns Service Provider Engineer
- Add a second assignment node in the workflow: Service Provider assigns Service Provider Engineer node.
Note: Select “Set as Interconnection node.” This node is handled by Service Provider personnel.
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- After the Service Provider assigns a Service Provider Engineer, the system automatically writes back assignment-related fields to the Work Order object.
| Field Label | APIname | Remarks |
| Service Provider Dispatcher | out_assign_user | |
| Service Provider Assignment Time | out_assign_time__c | |
| Service Provider Assignment Method | out_assign_way__c | |
| Service Provider Engineer | field_outDealUser__c |
3.1 Illustration
When the Work Order flows to the Service Provider, the Service Provider dispatcher manually assigns the Work Order. At the Service Provider assignment step:
Note: The Service Provider dispatcher can manually assign to a Service Provider Engineer. Only users with the Service Provider Dispatcher Role can assign Work Orders.
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