External Service Group Setup and Work Order Assignment Configuration

1. Service Provider (Enterprise) Service Group

2.1 Service Flow: Dispatcher > Service Group > Service Provider > Service Provider Engineer

1. Configure the dispatcher to assign internal engineer service groups at the workflow node. For details, refer to: Dispatcher > Service Group > Service Provider > Service Provider Engineer
2. For manual Work Order assignment by service group dispatchers, refer to: Service Group Dispatcher: Work Order Assignment

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2.2 Service Provider (Enterprise) Service Group Configuration

1. Service Group Type: Internal (Note: Since dispatchers are internal personnel, select “Internal”)
2. Service Group Member Type: Service Provider Enterprise
3. Service Group Name: Can be named by region or function
4. Dispatchers in Service Group: Configure dispatchers for manual assignment scenarios when workflow reaches the service group assignment node
5. Service Group Members: Select Service Provider Enterprises (multiple selections allowed)

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2.3 Service Provider (Enterprise) Service Group Assignment Rules

1. Manual: Dispatchers manually assign Work Orders to Service Provider Enterprises within the group
2. Order Grabbing: Eligible Service Provider Engineers within the group can freely claim Work Orders assigned to this service group
3. Automatic: Assign Work Orders to Service Provider Enterprises within the group based on specific rules: Round-robin, Balanced, or Fastest Assignment

• Round-robin: Assign all Work Orders to Service Provider Enterprises in sequence
• Balanced: Prioritize assignment to Service Provider Enterprises with the fewest daily Work Orders
• Fastest: Prioritize assignment to Service Provider Enterprises with the fewest pending Work Orders
• Note: Rule-based assignment is not supported

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3. Hybrid Service Group

3.1 Service Flow: Dispatcher > Service Group > Service Provider > Service Provider Engineer

3.2 Hybrid Service Group Configuration (Service Provider Enterprise + Internal Engineers)

1. Service Group Type: Internal (Note: Since dispatchers are internal personnel, select “Internal”)
2. Service Group Member Type: Hybrid
3. Service Group Name: Can be named by region or function
4. Dispatchers in Service Group: Configure dispatchers for manual assignment scenarios
5. Service Group Members: Can include both Internal Engineers and Service Provider Enterprises

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3.3 Hybrid Service Group Assignment Rules

1. Manual: Dispatchers manually assign Work Orders to Internal Engineers or Service Provider Enterprises within the group
2. Order Grabbing: Eligible Internal Engineers or Service Provider Engineers within the group can freely claim Work Orders - Note: Automatic assignment is not supported for hybrid service groups

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2. Service Provider Engineer (Personnel) Service Group

4.1 Service Flow: Dispatcher > Service Group > Service Provider Dispatcher > Service Provider Engineer

4.2 Service Provider Engineer (Personnel) Service Group Configuration

1. Service Group Type: External Service Provider (Note: Since dispatchers are external service provider personnel, select “External Service Provider”)
2. Service Group Member Type: Service Provider Engineer
3. Service Group Name: Can be named by region or function
4. Service Provider: Only one can be selected (but one service provider can have multiple groups)
5. Dispatchers in Service Group: Configure dispatchers for Downstream Service Provider assignment scenarios
6. Service Group Members: Can only include engineers from the selected service provider

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4.2 Service Provider Engineer (Personnel) Service Group Assignment Rules

1. Manual: Service Provider dispatchers manually assign Work Orders to Service Provider Engineers within the group - Note: Order Grabbing is not supported for this type of service group
2. Automatic: Assign Work Orders to Service Provider Engineers within the group based on specific rules: Round-robin, Balanced, or Fastest Assignment

• Round-robin: Assign all Work Orders to Service Provider Engineers in sequence
• Balanced: Prioritize assignment to Service Provider Engineers with the fewest daily Work Orders
• Fastest: Prioritize assignment to Service Provider Engineers with the fewest pending Work Orders
• Note: Rule-based assignment is not supported

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