Engineer Accepting, Rejecting, or Reassigning Work Orders

• Process Node: Order Acceptance
  • Support engineers can accept, reject, or transfer Work Orders
• Rejection:
  1. Rejection within the service team: The assigned engineer may reject the Work Order, and the dispatcher will reassign it.
  2. Rejection notes: Configurable fields for engineers to provide rejection reasons.
• Transfer:
  1. Engineer transfer: Reassign the Work Order to another engineer.
  2. Transfer notes: Configurable fields for engineers to provide transfer details.
• Auto-acceptance upon timeout: The system automatically accepts the Work Order if no action is taken within the configured timeframe.

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Engineer operation example:

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