Automatic Work Order Assignment Rule for Service Groups

• 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 assignment stage. Auto-assignment rules are prioritized, and only Work Orders without matching auto-rules require manual assignment.

• Auto-Assignment Rule Priority: When multiple rules exist, this setting determines the execution order. A smaller priority number indicates higher precedence. Example: For a Work Order where Record Type is “Equipment Repair - Onsite” and the district is “Nanshan District,” automatically assign it to the “Nanshan Service Team.”

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1. Auto-Assignment to Service Teams

1.1 Effective Process Node: Dispatcher > Service Team

1. Auto-assignment to Service Teams applies to these process nodes:
   • Dispatcher > Service Team (Internal Engineer Team)
   • Dispatcher > Service Team (Service Provider Team)

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1.2 Auto-Assignment Rule Configuration for Service Teams

1. Rule Name: Customizable by the organization.
2. Work Order Scope: Defines which Work Orders match the rule (e.g., Work Order.District = “Futian District”).
3. Assignment Target: Service Team.
4. Assignment Mode:
   • Direct Assignment: Assign the Work Order to a specific Service Team.
   • Round-Robin Assignment: Distribute Work Orders sequentially among designated Service Teams.

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2. Auto-Assignment to Engineers Within a Service Team

• After assignment to a Service Team, the dispatcher assigns Work Orders to engineers within the team based on the team’s internal assignment method. Refer to the Service Team Settings manual for details.