Published at: 2025-10-31
Process: Dispatcher > Engineer
1. Assign Engineer Node (Automatic / Manual)
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Drag the “Assign Engineer” node onto the process canvas
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Automatic assignment: This node first evaluates automatic assignment rules whose assignee type is Engineer. If no matching automatic rule is found, the work order falls back to manual assignment. (The system runs automatic assignment first. For example, if a work order’s Record Type matches an automatic rule that assigns to “Engineer #1”, the system automatically assigns the Work Order to that engineer and completes this node.) Configure automatic assignment rules for engineers: https://help.fxiaoke.com/1a54/4107/2f99/7c19/25c1/efda
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Manual assignment (with scoped rules): If you configure manual-assignment rules, the system evaluates those next and restricts which dispatchers and engineers can be used. (The system automatically enforces manual-assignment scope rules. For example, if a Work Order.Account.region equals “Nanshan District” and the rule restricts dispatcher “Nanshan Dispatcher A” to assign only to “Engineer #1” and “Engineer #2”, then only the employee “Nanshan Dispatcher A” receives the pending assignment notification.) Configure manual engineer-assignment scope rules: https://help.fxiaoke.com/1a54/4107/2f99/7c19/25c1/baeb
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Manual assignment: If no rules match, the Work Order enters a manual engineer-assignment step
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(1) Who assigns: Typically a user with the Role “Dispatcher” performs assignments, but you can change the assignee to another user. (Example: a company wants employee A to only assign Work Orders that meet specific conditions—e.g., Record Type = value-added service and Products = XXX. To enforce this, add a branching condition before the “Assign Engineer” node and route that branch to employee A.)
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(2) Set the action button label: The button label is editable
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(3) Require additional fields: If the dispatcher must fill additional fields when assigning to a service engineer, enable this option and select a layout. Configure editable fields in that process layout.
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- After assignment, the system automatically writes assignment-related fields back to the Work Order object
| Field Label | API Name | Description |
|---|---|---|
| Dispatcher | assign_user | When assigned manually, the dispatcher is written to this field. If assignment is automatic, this field remains empty. |
| Assignment Method | assign_way__c | |
| Assignment Time | assign_time__c | Time when manual or automatic assignment completed |
| Engineer | field_xcfwry__c | Populated when the dispatcher assigns an engineer or when assigned within a service group; this field updates after reassignments or transfers. |
| Collaborating Engineer | related_service_personnel__c | Populated when the dispatcher assigns a collaborating engineer or assigns within a service group; updates after changes. Some organizations store collaborating engineers on the Service Personnel Sub-object. |
Dispatcher manual-assignment example: https://help.fxiaoke.com/1a54/4107/37c7/e787
