"Service Group Engineer Accept/Reject or Reassign Work Order"

1. Accepting, Rejecting, or Reassigning Work Orders Within Service Groups

• Process Node: Order Acceptance
  Supports service group engineers to accept, reject, or reassign work orders.

• Rejecting Work Orders
  1. Rejection by Service Group Engineers: The assigned engineer can reject the work order, and the service group dispatcher will reassign it.
  2. Rejection Notes: Configurable fields can be added to require rejection reasons.
• Reassigning Work Orders
  1. Reassignment Within Service Groups: Engineers can reassign work orders to other engineers within the same group by default.
  2. Reassignment Notes: Configurable fields can be added to require reassignment reasons.
• Auto-Acceptance Upon Timeout: Work orders are automatically accepted if no action is taken within the configured timeframe.

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Engineer Workflow Example:

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2. Special Scenario: Assigning Engineers from Other Service Groups

• If no eligible engineers are available within the current service group, the system allows assigning work orders to engineers from other service groups.
• Configuration Path: Service Connector > System Settings > Dispatch Settings (see below).

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• Dispatcher Assignment: Service group dispatchers can select from all available engineers.

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