Service Group Engineer Work Order Acceptance/Rejection or Reassignment

1. Engineers in a Service Team: Accepting, Rejecting, or Reassigning a Work Order

• Workflow node: Accept Work Order — service team engineers can accept, reject, or transfer a Work Order.

• Rejecting:
  1. Engineer rejection within the service team: the assigned engineer can reject the Work Order; the service team dispatcher will reassign it.
  2. Rejection note: allow configuration to require a rejection reason/note.
• Reassignment:
  1. Engineer reassignment within the service team: the engineer can reassign the Work Order to another engineer; by default, reassignment is limited to engineers within the same team.
  2. Reassignment note: allow configuration to require a reassignment reason/note.
• Auto-accept on timeout: the system automatically completes the Accept Work Order step after the configured duration.

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Engineer action example:

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2. Special Scenario: Assigning Engineers from Other Service Teams

• When dispatching within a service team, if no eligible engineers are available, you may want to assign engineers from other service teams.
• Configuration path: Service Connector -> System Settings -> Dispatch Settings (see screenshot).

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• Service team dispatcher assignment: option to select all engineers.

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