Published at: 2025-10-31
Process: Dispatcher > Service Group > Engineer
Prerequisites: Service Group must be enabled. Click to view Service Group
1. Assign Service Group Node (Automatic/Manual)
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Drag the “Assign Service Group” node onto the process canvas
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Automatic Dispatch: This node first executes automatic dispatch rules where the assignee is a [Service Group]. Work Orders will be automatically assigned to service groups based on dispatch rules (no need for a separate automatic dispatch node). Work Orders that don’t match any rules will proceed to manual dispatch.
(Example: The system automatically assigns Work Orders with addresses in “Nanshan District” to “XXX Service Group” if such a rule exists.)
Configure Automatic Dispatch Rules for Service Groups -
Manual Dispatch (Rule-Based): If manual dispatch rules are configured, the system will execute them first, restricting dispatchers and service group scope.
(Example: If a rule specifies that Work Orders under “Europe Region” Accounts can only be assigned by “Europe Dispatcher A” to “Europe Group 1” or “Europe Group 2,” only “Europe Dispatcher A” will receive pending assignment notifications.)
Configure Manual Dispatch Rules for Service Groups (Scope Restrictions) -
Manual Dispatch: Work Orders without matching rules will proceed to manual service group assignment.
- (1) Dispatcher: Typically handled by users with the “Dispatcher” Role, but can be modified.
(Example: To restrict Employee A to dispatch only Work Orders of a specific Record Type and Product, add a conditional branch before this node.) - (2) Customize Button Labels: Editable.
- (3) Additional Fields: Enable this option to require dispatchers to fill extra fields. Configure these fields in the process layout.
- (1) Dispatcher: Typically handled by users with the “Dispatcher” Role, but can be modified.
- After assignment, the system auto-populates dispatch-related fields in the [Work Order] object:
| Field Name | APIname | Description |
|---|---|---|
| Dispatcher | assign_user | Populated after manual dispatch; empty for automatic dispatch. |
| Dispatch Method | assign_way__c | |
| Dispatch Time | assign_time__c | Populated after manual dispatch. |
| Service Group | field_serviceGroupName__c | Populated when assigning an internal service group. |
| Service Provider Group | out_service_group_id | Populated when assigning a Service Provider’s service group. |
- Example of manual service group assignment by a dispatcher:
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2. Intra-Service Group Assignment Node
- Configure this node to assign Work Orders from dispatchers to engineers within the service group.
- Note: Requires a preceding “Assign Service Group” node or a non-empty “Work Order.Service Group” field.
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- Intra-Group Dispatch:
- (1) Dispatch Rules: Executes manual or automatic dispatch based on the service group’s rules. Configure rules per service group: Service Group Setup and Intra-Group Dispatch.
- (2) Service Group Dispatcher: The dispatcher of the assigned service group (e.g., “Service Group 1” dispatchers handle assignments for this node).
- If intra-group automatic dispatch is enabled, Work Orders will be auto-assigned to engineers. Configure Intra-Group Automatic Dispatch.
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If manual dispatch is enabled or no rules match, Work Orders proceed to manual assignment by the service group dispatcher.
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After assignment, the system auto-populates these fields in the [Work Order] object:
| Field Name | APIname | Description |
|---|---|---|
| Service Group Dispatcher | service_group_assign_user | Populated for manual dispatch; empty for automatic. |
| Intra-Group Dispatch Time | service_group_assign_time__c | |
| Intra-Group Dispatch Method | service_group_assign_way__c | |
| Engineer | field_xcfwry__c | Populated after manual/auto assignment. Updated during reassignments. |
| Collaborative Engineer | related_service_personnel__c | Populated when assigning collaborators. (Note: Some older implementations store this in the [Service Personnel] Sub-object.) |
- Example of manual engineer assignment by a service group dispatcher:
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2.1 Special Scenario: Assigning Engineers Outside the Service Group
Normally, service group dispatchers can only assign to engineers within their group. For exceptional cases where external engineers are needed:
- Enable “Allow Assigning External Engineers” in Service Connector > System Settings > Work Order Dispatch > Global Settings. This adds an “All Engineers” tab in the Web dispatch interface.
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2.2 Special Scenario: Intra-Group Order Grabbing
- If the service group’s dispatch mode is set to Order Grabbing:
1) Order Grabbing Mode = Group Members Grab + Manual Dispatch by Dispatcher
- Both engineers and dispatchers receive “Pending Assignment” notifications.
- Engineers can grab orders via the “Pending Assignment” menu (must enable this in the mobile app).
2) Order Grabbing Mode = Group Members Grab + Dispatcher Manual Dispatch After Timeout
- Engineers receive “Pending Assignment” notifications first.
- If unclaimed, dispatchers receive notifications for manual assignment.
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