Published at: 2025-10-31

Dispatcher > Service Group > Service Provider > Service Engineer

Prerequisites: - The Service Provider Service Connector must be enabled. For details, see Service Provider Account Setup. - Service groups must be enabled. For details, see Service Provider (Enterprise) Service Group.

The workflow must include at least three dispatch nodes: 1. Dispatcher assigns > Service Group
2. Service Group internal assignment
3. Service Provider assigns engineer

picture coming soon:

1. Dispatcher Assigns Service Group Node

  • In the workflow node settings: Configure “Dispatcher assigns > Service Group” to have dispatchers first assign tasks to service groups.

picture coming soon:

  • When reaching this node, if auto-dispatch rules are configured, the system will automatically assign tasks to engineers based on the rules. Configure auto-dispatch rules.
    Note: Only rules with “Assignee = Service Group” take effect at this node.

picture coming soon:

  • If no matching auto-dispatch rules exist, the task will route to dispatchers for manual assignment. Users must have the Dispatcher Role to perform assignments.
  • Example of manual service group assignment by dispatcher:

picture coming soon:

2. Service Group Internal Assignment Node

  • In the workflow node settings: Configure “Service Group internal assignment.”

picture coming soon:

picture coming soon:

picture coming soon:

  • For manual dispatch, service group dispatchers can assign tasks to member Service Providers.

picture coming soon:

3. Service Provider Assigns Engineer Node

  • In the workflow node settings: Configure “Service Provider assigns engineer.”

picture coming soon:

  • Auto-dispatch to engineers by Service Providers is currently unsupported.
  • At this node, users with the Service Provider Dispatcher Role can assign tasks to engineers.

picture coming soon:

Submit Feedback
Next
Dispatcher > Service Provider > Service Provider Engineer