Automatic Work Order Assignment Rules for Engineers

1. Automatic Work Order Assignment for Engineers

• Feature Access: Service Connector > System Settings > Work Order Assignment > Automatic Assignment. Configure automatic assignment rules to improve efficiency by automatically assigning work orders based on predefined rules when needed.

• Note: These assignment rules take effect at the dispatcher assignment node. Automatic assignment rules are executed first, and only work orders without matching automatic rules require manual assignment.

• Rule Priority: When multiple rules exist, this setting determines which rule takes precedence. Lower numbers indicate higher priority. For example: When a work order’s Record Type is “Equipment Repair - Onsite” and the district is “Nanshan District,” automatically assign it to Engineer #1.

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1.1 Effective Process Node: Assign Engineer

1. The process node where automatic assignment to engineers takes effect: Process: Dispatcher > Engineer

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1.2 Automatic Work Order Assignment Rule Configuration

1. Rule Name: Customizable by the enterprise.
2. Work Order Scope: Defines which work orders match the rule (e.g., Work Order.Category = Fault).
3. Assignee: Engineer.
4. Assignment Mode:
   • Specific Assignment: Assign the work order to a designated engineer.
   • Round-Robin Assignment: Assign work orders sequentially to a predefined list of engineers.
   • Dynamic Matching: Supports dynamic matching with multiple rules. The system assigns work orders to engineers based on configured parameters.

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1.3 Dynamic Matching for Engineer Assignment

1. Note: Dynamic matching rules apply only to engineer assignments and require maintaining “Engineer” information in the [Service Information] object. View Service Information.

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1. Matching Logic: Filters engineers based on rule conditions. For example:
   • Rule 1: “Service Information.Service District” includes “Work Order.Service Address” AND “Service Information.Engineer Rating” > 5.
   • Rule 2: “Service Information.Service Account Level” includes “Key Account.” Assignment priority: “Highest-rated engineer first.”

(1) Under Rule 1, the system filters all engineers who serve the work order’s address district and have a rating above 5 (e.g., Engineer #1, #2, #3).
(2) Rule 2 further filters engineers who handle key accounts (e.g., Engineer #2, #3).
(3) The system assigns the work order to the highest-rated engineer (e.g., Engineer #3 with a rating of 10).

1. Assignment Priority: When multiple engineers match the rules, the system assigns the work order based on the priority rule (e.g., highest rating first). Custom functions can be added.
2. Fallback Rule: If no engineer matches the rules, the work order is assigned to a designated engineer or routed for manual assignment.

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