Engineer Work Order Acceptance, Rejection, or Reassignment

• Process Nodes: Ticket Acceptance
  • Support engineers can accept, reject, or reassign Work Orders.
• Rejection:
  1. Rejection within the service team: Engineers can reject Work Orders, and the dispatcher will reassign them.
  2. Rejection notes: Configurable fields for engineers to provide rejection reasons.
• Reassignment:
  1. Engineer reassignment: Work Orders can be reassigned to other engineers.
  2. Reassignment notes: Configurable fields for engineers to provide reassignment reasons.
• Auto-acceptance upon timeout: Work Orders are automatically accepted if not manually processed within the configured timeframe.

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Engineer operation example:

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