Published at: 2026-09-17
Dispatch system and configuration order
Overview
A dispatch workflow combines service resources, process nodes, dispatch rules, and post-dispatch actions. First choose a workflow, then prepare its engineers and service groups. Finally, configure auto dispatch, manual assignment scopes, acceptance, rejection, transfer, and scheduling tools.
Core concepts
Dispatch has four layers: resources, process nodes, rules, and task assignees. The system evaluates rules for the current node before it creates a manual or service-group task.
Select the dispatch link
| Workflow | Use case | Required nodes | Final assignee |
|---|---|---|---|
| Dispatcher > Engineer | The enterprise assigns an internal engineer directly | Assign Engineer; optionally Accept Work Order | Internal engineer |
| Dispatcher > Service Group > Engineer | The enterprise routes work by region or function before selecting an engineer | Assign Service Group > Assign Within Service Group; optionally Accept Work Order | Internal engineer |
| Dispatcher > Service Provider > Service Provider Engineer | The enterprise selects an external provider directly | Enterprise Assign Service Provider > provider portal Assign Service Provider Engineer | Service provider engineer |
| Dispatcher > Internal Service Group > Service Provider > Service Provider Engineer | The enterprise selects a provider from an internal provider group | Assign Service Group > Assign Within Service Group > provider portal assignment node | Service provider engineer |
| Dispatcher > External Service Group > Service Provider Engineer | The provider organizes its engineers into external service groups | Assign Service Group > assignment within the external service group | Service provider engineer |
Rule execution order
- After the work order enters the Assign Engineer or Assign Service Group node, the system first executes the auto dispatch rule where the assigned object is consistent with the node.
- When the rule is hit, the current dispatch is automatically completed; when the rule is not hit, manual dispatch is entered.
- If a manual dispatch rule matches, it limits which dispatchers can handle the task and which engineers or service groups they can select.
- After the work order enters Assign Within Service Group, the assigned service group uses its own manual, claim, or auto dispatch mode. Enterprise-level auto dispatch rules are not evaluated again.
- After dispatch, an Accept Work Order node can let the engineer accept, reject, or transfer the work order.
Role boundaries
| Role | Responsibility |
|---|---|
| Dispatcher | Assign an engineer, service group, or service provider at the enterprise level |
| Service group dispatcher | Assign work within the current service group; candidates are group members by default |
| Engineer | Accept, reject, or transfer work orders and perform on-site service |
| Service provider dispatcher | Assign the service provider’s engineers in the service provider portal |
| Service provider engineer | Perform outsourced field service |
Recommended configuration sequence
- Prepare engineers, skills, service areas and service groups in Service Resource Management.
- Select Dispatch order directly to engineer, Dispatch order to service group or Dispatch order to service provider.
- Configure enterprise-level automatic rules and manual dispatch scope, and then configure the service group’s own intra-group mode.
- Configure order acceptance, order rejection, transfer and reassignment, and clarify the next responsible person for each abnormal result.
- Use Scheduling Tools and Dispatch Settings to check Web, App, map, Gantt chart and field backfill.
Verification checklist
- The assigned objects of process nodes and automatic rules are consistent with the prepared resource types.
- Each rule miss, rejection, and claim timeout has a clearly identified manual handler.
- The service group has set members, dispatchers within the group, and dispatch mode.
- The service provider link covers both the enterprise’s selection of service providers and the service provider’s selection of engineers.
- When using collaborative engineers, the subsequent node handler contains the collaborative engineer field of the work order.