Published at: 2025-10-31
Process: Dispatcher > Service Group > Engineer
Prerequisite: Service groups must be enabled. Learn more about Service Groups
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1. Assign Service Group Node (Automatic/Manual)
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Drag the “Assign Service Group” node into the workflow canvas
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Automatic Dispatch: The system will first execute automatic dispatch rules targeting service groups. Work Orders that don’t match any rules will proceed to manual dispatch.
Example: If a Work Order’s district is “Nanshan District”, it will be automatically assigned to “XXX Service Group”.
Configure Automatic Dispatch Rules for Service Groups -
Manual Dispatch (Rule-based): If manual dispatch rules exist, the system will restrict assignable service groups and dispatchers based on conditions.
Example: For Work Orders where “Account.Region = Europe”, only “Europe Dispatcher A” can assign to “Europe Group 1” or “Europe Group 2”.
Configure Manual Dispatch Rules for Service Groups -
Manual Dispatch: Work Orders without matching rules will require manual assignment
- (1) Dispatcher Selection: Typically uses the “Dispatcher” Role. Can be customized per condition (e.g., assign specific employees for premium service Work Orders)
- (2) Customize Button Labels: Editable field labels
- (3) Additional Fields: Configure required fields in the workflow layout
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- The system auto-populates these fields in the Work Order object after assignment:
| Field Name | API Name | Description |
|---|---|---|
| Dispatcher | assign_user | Populated for manual dispatch (empty for automatic) |
| Dispatch Method | assign_way__c | |
| Dispatch Time | assign_time__c | Timestamp of manual assignment |
| Service Group | field_serviceGroupName__c | Internal service group assignment |
| Service Provider Group | out_service_group_id | External service provider group assignment |
- Example of manual service group assignment:
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2. Intra-Service Group Assignment Node
- Assigns Work Orders from group dispatchers to engineers within the same service group
- Prerequisite: Must have a preceding “Service Group Assignment” node or populated “WorkOrder.ServiceGroup” field
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- Group Dispatch Rules:
- (1) Follows the assigned service group’s dispatch rules (manual/automatic)
Configure Service Group Setup & Dispatch Rules - (2) Uses the service group’s designated dispatchers
- (1) Follows the assigned service group’s dispatch rules (manual/automatic)
- Automatic dispatch executes first if rules exist. Configure Intra-Group Automatic Dispatch
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- Manual dispatch occurs when no rules match or rules specify manual mode
- These fields auto-populate in the Work Order object:
| Field Name | API Name | Description |
|---|---|---|
| Group Dispatcher | service_group_assign_user | Manual assignment only |
| Group Dispatch Time | service_group_assign_time__c | |
| Group Dispatch Method | service_group_assign_way__c | |
| Engineer | field_xcfwry__c | Updates during reassignments |
| Supporting Engineer | related_service_personnel__c | Updates during reassignments |
- Example of intra-group engineer assignment:
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2.1 Special Scenario: Assigning External Engineers
When service group engineers cannot fulfill requirements, dispatchers may assign to external engineers: 1. Enable “Allow External Engineer Assignment” in Service Connector > System Settings > Work Order Dispatch > Global Settings 2. Dispatchers will see an “All Engineers” tab in Web
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2.2 Special Scenario: Order Grabbing Within Service Groups
When service group dispatch mode = Order Grabbing:
1) Concurrent Grabbing & Manual Dispatch: - Both engineers and dispatchers receive “Pending Assignment” alerts - Engineers can grab orders via mobile app (requires “Pending Assignment” menu access)
2) Sequential Grabbing: - Engineers receive alerts first - Dispatchers receive alerts after timeout period
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