Automatic Work Order Assignment Service Group Rule

• Feature Access: Service Connector > System Settings > Work Order Assignment > Auto-Assignment. Configure auto-assignment rules to automatically distribute Work Orders based on predefined criteria, improving assignment efficiency.

• Note: These auto-assignment rules take effect at the Dispatcher > Service Group node. Auto-assignment rules are prioritized, and only Work Orders that do not match any auto-rule require manual assignment.

• Auto-Assignment Rule Priority: When multiple rules exist, the system executes assignments based on priority levels. A lower number indicates higher priority. For example, if a Work Order’s Record Type is “Equipment Repair - Onsite” and its region is “Nanshan District,” it will be automatically assigned to the “Nanshan Service Group.”

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1. Auto-Assignment to Service Groups

1.1 Effective Process Node: Dispatcher > Service Group

1. Auto-assignment to Service Groups applies at the following workflow nodes:
   • Dispatcher > Service Group (Internal Engineer Service Group)
   • Dispatcher > Service Group (Service Provider Enterprise Service Group)

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1.2 Auto-Assignment Rule Configuration

1. Rule Name: Customizable by the enterprise.
2. Work Order Scope: Defines which Work Orders qualify for auto-assignment (e.g., Work Order.Region = “Futian District”).
3. Assignee: Service Group.
4. Assignment Mode:
   • Specified Assignment: Assigns the Work Order to a specific Service Group.
   • Round-Robin Assignment: Distributes Work Orders sequentially among designated Service Groups.

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2. Auto-Assignment to Engineers Within a Service Group

• After assignment to a Service Group, the dispatcher assigns engineers within the group based on the group’s internal assignment method. Refer to the Service Group Setup Guide for details.