Published at: 2026-09-17
Assign an external service provider and provider engineer
For outsourced work, assign an external provider that selects its engineer, or assign a provider engineer directly.
Overview
| Dispatch path | Owner | Use case |
|---|---|---|
| Two-level dispatch | Upstream dispatcher selects a provider; provider dispatcher selects an engineer | The provider chooses the specific engineer |
| Direct dispatch | Upstream dispatcher selects a provider engineer | The upstream organization already knows the engineer |
Both paths support automatic rules. At each configured node, the system evaluates rules first. Only unmatched work orders require manual assignment.
Before you begin
[!IMPORTANT] - Your organization has configured the connected-service process and assignment nodes. - The upstream user has the Dispatcher role and relevant work order permissions. - For two-level dispatch, a provider dispatcher completes the downstream assignment. - The provider or provider engineer has an active connection and appears in the candidate list.
Procedure
Choose the path configured for your connected-service process.
Two-level dispatch: assign a provider first
Upstream dispatcher assigns the provider
- Go to Tasks > Work Orders Pending Assignment and open the outsourced work order.
- Select Assign Work Order, then select an external provider.
- Verify the provider, then select OK.
The work order enters the provider’s assignment stage.
Provider dispatcher assigns a provider engineer
- Sign in to the provider portal as a provider dispatcher and open the work order.
- Select Assign Work Order.
- Select an engineer from the provider, then confirm.
Direct dispatch: assign a provider engineer
- Go to Tasks > Work Orders Pending Assignment and open the outsourced work order.
-
In the provider engineer assignment task, select Assign Work Order.
- Review each candidate and their provider, then select the engineer.
-
Verify the engineer, then select OK.
If a downstream engineer owns the next node, the selected engineer receives a standard work task notification.
Expected result
- In two-level dispatch, the system records the delivery partner. After downstream dispatch, it records the provider and provider engineer assignment.
- In direct dispatch, the system records the assignment and selected provider engineer.
- The work order enters the selected provider’s or engineer’s next process stage.
Notes
- Automatic rules work only when the process contains the corresponding assignment node.
- Only users with the Provider Dispatcher role can assign provider engineers downstream.
- Confirm whether the provider or the upstream organization selects the engineer.
- Before submitting, verify the provider, engineer, and engineer’s organization.