(Enterprise Internal) Service Group Setup and Intra-Group Work Order Assignment Configuration

Description: A service group is created by categorizing employees or partner companies based on specific attributes (e.g., region) or job functions (e.g., after-sales support). This enables features like automatic Work Order assignment and service resource filtering. The functionality becomes available once activated.

Access Path: Service Connector -> System Settings -> Work Order Assignment -> Service Groups

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I. In-House Engineer (Personnel) Service Groups

1.1 Service Flow: Dispatcher > Service Group > Engineer

1. Configure the workflow node to assign in-house engineer service groups via dispatchers. Reference: Dispatcher > Service Group > Engineer
2. For manual Work Order assignment by service group dispatchers, see: Service Group Dispatcher: Work Order Assignment

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1.2 In-House Engineer Service Group Configuration

1. Service Group Type: Select “In-House” (Note: Dispatchers must be in-house personnel).
2. Member Type: Select “Engineer”.
3. Name: Name by region or function (e.g., “East Coast Support”).
4. Dispatchers: Assign in-group dispatchers for manual assignment scenarios.
5. Members:
   • Add employees individually, or
   • Add entire Departments. Members added via Departments automatically inherit the Engineer Role. New department hires are auto-added to the group.

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1.3 In-House Engineer Service Group Assignment Rules

1. Manual: Dispatchers manually assign Work Orders to group members.
2. Order Grabbing: Eligible members claim Work Orders freely.
   • When a Work Order reaches the group’s assignment node with Order Grabbing enabled:

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a) Member-Driven Grabbing (Dispatchers Can Override)
- Both engineers and dispatchers receive “Pending Assignment” alerts.
- Engineers claim orders via the “Pending Assignment” menu (ensure mobile access is enabled).

b) Time-Limited Grabbing (Fallback to Dispatcher)
- Engineers receive alerts first.
- Unclaimed orders after timeout escalate to dispatchers for manual assignment.

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1. Automatic: Rules-based assignment with four modes:
   • Round-Robin: Rotates assignments sequentially among members.
   • Load Balancing: Prioritizes members with the fewest daily assignments.
   • Fast Track: Assigns to members with the lowest open Work Order count.
   • Rule-Based:
     • Lower priority values indicate higher precedence.
     • Unmatched Work Orders revert to manual assignment.
       Example: If Rule 1 specifies “Work Order.Attribute = Fault” for “Engineer 1”, matching orders auto-assign; others go to dispatchers.

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• Adding Rules:
  Rules auto-assign matching Work Orders; non-matches require manual dispatch.

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II. Hybrid Service Groups

3.1 Service Flow: Dispatcher > Service Group > Service Provider > Provider Engineer

3.2 Hybrid Group Setup (Service Providers + In-House Engineers)

1. Service Group Type: In-House (dispatchers must be in-house).
2. Member Type: Hybrid.
3. Name: Define by region/function.
4. Dispatchers: Assign for manual intervention.
5. Members: Combine in-house engineers and Service Providers.

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3.3 Hybrid Group Assignment Rules

1. Manual: Dispatchers assign to in-house engineers or Service Providers.
2. Order Grabbing: Available to both in-house engineers and Service Provider engineers.
   Note: Automatic assignment is unsupported for hybrid groups.

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