Automatic Work Order Assignment Engineer Rules

1. Auto-assign Engineers

• Navigation: Service Connector -> System Settings -> Work Order Assignment -> Auto-assign. Configure auto-assignment rules so that when a Work Order requires automatic assignment, the system distributes it according to predefined rules to improve assignment efficiency.

• Note: These auto-assignment rules take effect at the assigner-to-engineer step. The system evaluates auto-assignment rules first; only Work Orders that do not match any auto rule require manual assignment.

• Auto-assignment rule priority: When multiple rules exist, this setting determines which rule applies first. Lower numeric priority means higher precedence. For example: if a Work Order’s Record Type is “Equipment Repair - On-site” and its District is “Nanshan District,” auto-assign it to Engineer #1.

1.1 Effective Workflow Node: Assign Engineer

1. The workflow node where auto-assignment to engineers takes effect: Workflow: Assigner -> Engineer

1.2 Auto-assign Engineer Rule Settings

1. Rule Name: Defined by the organization
2. Work Order Scope: The Work Orders that match this auto-assignment rule (for example: Work Order.Category = Fault)
3. Assignee Type: Engineer

4. Assignment Mode:

   • Assigned to specific user: Assign the Work Order to a specific engineer.
   • Round-robin assignment: Distribute Work Orders in sequence among the configured engineers.
   • Dynamic matching: Support dynamic matching with multiple match rules. The system evaluates parameters and assigns the Work Order to engineers who meet the criteria.

1.3 Auto-assign to Engineer: Dynamic Matching

1. Note: Dynamic matching rules apply only to assignments to engineers and require that engineer information is maintained in the Service Information object. See Service Information.

1. Matching logic: Filter engineers who meet the configured rule conditions. Example rule configuration:

   • Rule 1: Service Information.Service Area contains Work Order.Service Address AND Service Information.Engineer Rating > 5
   • Rule 2: Service Information.Customer Tier contains Important Customer
   • Assignment priority: “Highest engineer rating first”

Procedure example:

(1) Apply Rule 1 to all engineers. Select those whose service area contains the Work Order’s address and whose rating > 5. Suppose resulting candidates are Engineer 1, Engineer 2, Engineer 3.

(2) Apply Rule 2 to the candidates (Engineer 1, Engineer 2, Engineer 3). Select those whose customer tier includes Important Customer. Suppose candidates after this filter are Engineer 2 and Engineer 3.

(3) Two engineers remain (Engineer 2 and Engineer 3). Apply the assignment priority “highest engineer rating first.” If Engineer 2’s rating = 8 and Engineer 3’s rating = 10, the system assigns the Work Order to Engineer 3.

1. Assignment priority: When multiple engineers match the rules, the system selects the best engineer based on the configured priority rules. You can add functions to define priority.

2. Fallback rule: If no engineer matches the rules, the system either assigns the Work Order to a designated engineer or falls back to manual assignment.