Dispatcher > Service Group > Service Provider > Service Engineer

Prerequisites: Service Provider Service Connector is enabled. See Service Provider account setup: https://help.fxiaoke.com/1a54/4107/2f99/e4cc/8f99. Service groups must be enabled. See Service Provider (Enterprise) Service Groups: https://help.fxiaoke.com/1a54/4107/2f99/7c19/35bd#header-4

You must configure at least three assignment nodes in the workflow: Dispatcher Assigns -> Intra-Group Assignment -> Service Provider Assigns Engineer

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1. Dispatcher Assigns to Service Group node

• In the workflow node settings: Dispatcher Assigns -> Service Group, meaning the dispatcher first assigns the case to a service group.

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• When the workflow reaches the Dispatcher Assigns to Service Group node, if auto-assignment rules are configured, the system will automatically assign to an engineer according to those rules. Configure auto-assignment rules here: https://help.fxiaoke.com/1a54/4107/2f99/7c19/efda
• Note: The auto-assignment rule that applies at this node must target the assignment object = Service Group.

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• If no matching auto-assignment rule is found, the workflow will proceed to manual assignment by the dispatcher. The current user must have the “Dispatcher” Role to perform the assignment.
• Example: Dispatcher manually assigns a Service Group:

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2. Intra-Group Assignment node

• In the workflow node settings: Intra-Group Assignment

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• Service Provider (Enterprise) Service Groups: a Service Group can consist of multiple Service Provider enterprises. See Service Provider (Enterprise) Service Group settings: https://help.fxiaoke.com/1a54/4107/2f99/7c19/35bd#header-4

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• When the workflow reaches the Intra-Group Assignment node, if intra-group auto-assignment is configured, the system will assign automatically within the service group. See how to set intra-group assignment rules: https://help.fxiaoke.com/1a54/4107/2f99/7c19/35bd#header-7

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• For group assignment nodes, if the assignment is manual, the group’s dispatcher can assign the case to a member Service Provider within the group.

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3. Service Provider Assigns Service Provider Engineer node

• In the workflow node settings: Service Provider assigns Service Provider Engineer

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• Auto-assignment from a Service Provider to its engineers is not supported at this time.
• When the workflow reaches the Service Provider Assigns Service Provider Engineer node, users with the Service Provider Dispatcher Role can assign a Service Provider engineer.

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