Service Group Creation and Internal Work Order Dispatching Settings

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Description: Define a Service Group by attribute (e.g., region) or job function (e.g., After-sales Support) to group employees or partner companies for automated Work Order assignment and resource filtering. Enable this to start using the feature.

Navigation: Service Connector -> System Settings -> Work Order Assignment -> Service Group

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1. In-house Engineer (Personnel) Service Group

1.1 Service flow: Dispatcher > Service Group > Engineer

1. Configure the dispatcher to assign an in-house engineer Service Group at the workflow node. See: Dispatcher > Service Group > Engineer
2. For the manual assignment workflow by a Service Group dispatcher, see: Service Group Dispatcher: Work Order Assignment

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1.2 In-house Engineer Service Group Settings

1. Service Group Type: Select In-house (Note: choose In-house because the Service Group dispatcher is an in-house user)
2. Service Group Member Type: Select Engineer
3. Service Group Name: Name by region or function as needed
4. Group Dispatcher: Assign a group dispatcher (used when the workflow reaches an internal assignment node that requires manual assignment)
5. Group Members: Select company employees or add by Dept. Adding by Dept. assigns the Engineer Role to all Dept. members and will automatically include future employees added to that Dept. in this Service Group.

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1.3 In-house Engineer Service Group Assignment Rules

1. Manual: The group dispatcher manually assigns the Work Order to a member of the Service Group.

2. Order Grabbing: Work Orders assigned to the Service Group are available for eligible group members to claim.

• This applies when a workflow reaches the group internal assignment node and the group’s assignment mode is Order Grabbing.

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a. Order Grabbing Mode = Group Members can grab orders, and the Group Dispatcher can still assign manually

• Both group engineers and the group dispatcher receive a “Pending Assignment” notification.
• Engineers can claim from “Pending Assignment” (mobile users must have the “Pending Assignment” menu visible on the Service Connector home).

b. Order Grabbing Mode = Group Members can grab orders; group dispatcher can manually assign after timeout

• Engineers receive the initial “Pending Assignment” notification (mobile engineers must have the “Pending Assignment” menu visible on the Service Connector home).
• After timeout, group dispatchers receive the “Pending Assignment” notification and can manually assign.

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1. Automatic: The system automatically assigns Work Orders to group members according to defined rules: Round-robin, Even distribution, Fast allocation, or Rule-based allocation.

• Round-robin: Assign incoming Work Orders to group members in sequence.
• Even distribution: Prioritize the group member with the fewest Work Orders for the day.
• Fast allocation: Prioritize the group member with the fewest incomplete Work Orders.
• Rule-based allocation: Lower numeric priority means higher precedence. Work Orders not matched by any rule fall back to manual assignment by the group dispatcher. For example: if you add a rule “Work Order.Attribute = Fault” and assign it to Engineer #1, incoming Work Orders matching Work Order.Attribute = Fault will automatically route to Engineer #1. Work Orders where Work Order.Attribute ≠ Fault will be assigned manually by the group dispatcher.

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• Add Allocation Rule: Define rules so that some Work Orders arriving at the Service Group auto-assign to group members while others require manual assignment by the group dispatcher. Example: Create Allocation Rule 1: Work Order.Attribute = Fault -> Engineer #1. When a Work Order reaches this group, the system evaluates Work Order.Attribute = Fault first and auto-assigns to Engineer #1. Work Orders not equal to Fault will be assigned manually by the group dispatcher.

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2. Hybrid Service Group

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

3.2 Hybrid Service Group Settings (Service Provider Companies + In-house Engineers)

1. Service Group Type: In-house (Note: choose In-house because the Service Group dispatcher is an in-house user)
2. Service Group Member Type: Hybrid
3. Service Group Name: Name by region or function as needed
4. Group Dispatcher: Assign a group dispatcher (used when the workflow reaches an internal assignment node that requires manual assignment)
5. Group Members: You may include both In-house Engineers and Service Provider companies

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3.3 Hybrid Service Group Assignment Rules

1. Manual: The group dispatcher manually assigns Work Orders to in-house engineers or a Service Provider company.
2. Order Grabbing: Work Orders assigned to the Service Group can be claimed by eligible in-house engineers or Service Provider engineers.

Note: Hybrid groups do not support automatic in-group assignment.

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