Manual Engineer Assignment Rules (Scope Limitation)

1. Manual Assignment Rules for Engineers (Scope Restrictions)

Function path: Service Connector -> System Settings -> Work Order Assignment -> Manual Assignment Rules.

Note: At the dispatcher assignment step (including Dispatcher Assignment -> Assign Engineer and Dispatcher Assignment -> Assign Service Group), work orders that do not match auto-assignment rules require manual assignment by a dispatcher. By default, dispatchers can assign to any engineer or service group. Manual assignment rules restrict dispatchers so that, when performing manual assignment, they can only assign to specified engineers or service groups.

The priority of manual assignment rules determines which rule to apply when multiple rules exist. A smaller numeric level indicates a higher priority.

1.1 Effective Workflow Node: Assign Engineer

The workflow node where auto-assignment to engineers takes effect: Workflow: Dispatcher > Engineer (see: https://help.fxiaoke.com/1a54/4107/2f99/7c19/25c1/a29f)

1.2 Manual Assignment Rule Settings

• Work Order Scope: The set of work orders to which this manual assignment rule applies.
• Dispatcher: The dispatchers who are authorized to assign work orders that match this rule.
• Assignable Engineers: The engineers that dispatchers can see and assign to when manually assigning.

Example: Configure a manual assignment rule where Work Order.Province = Guangdong; Dispatcher: All dispatchers can view and assign; Assignable Engineers: Engineer #1 and Engineer #2. When a work order with province Guangdong reaches the dispatcher assignment node, all dispatchers will see the pending assignment task, but when assigning they can only choose Engineer #1 or Engineer #2.