Manage and route work orders

Overview

After submission, Work Order List and work order details show the source, customer, problem, process progress, and assignment. Depending on the current stage, a dispatcher, group dispatcher, engineer, external provider, or automatic rule continues processing.

Use this article to identify the current stage and next task entry. Related articles cover assignment, rejection, transfer, reassignment, and on-site service.

Before you begin

• Your account can view the Work Order list or details.
• Permissions, business types, and layouts control visible fields, actions, and records.
• Confirm your role, such as dispatcher, service group dispatcher, or engineer.
• Work Order Status and Work Order Process Status are separate fields.

Roles and routing

Current stage	Owner	Next action	Conditions
Organization-level assignment	Dispatcher	Assign a service group, engineer, or external provider	Matching rules can assign automatically; unmatched orders enter manual assignment
Service group assignment	Service group dispatcher	Assign an engineer in the group	Matching group rules can assign automatically; manual selection usually includes only group engineers
Engineer acceptance and service	Assigned engineer	Accept, reject, transfer, or perform on-site service	Your organization configures available actions and required explanations
External provider assignment	Provider dispatcher	Assign an engineer from the provider	The dispatcher works in the provider portal

Procedure

Find and review a work order

1. Go to Work Orders > Work Order List.
2. Use the business type, filters, or search box to find the work order.
3. Select its number or record to open the details.
4. Verify the source, customer, contact, problem, and other basic information.
5. Review the displayed process progress, process status, assignment status, service group, service engineer, and collaborating engineers.

Identify the next task entry

1. Use Work Order Process Progress to identify the current stage and owner.
2. For organization-level manual dispatch, open Tasks > Work Orders Pending Assignment on the web. In the App, use Workspace > Pending Assignment.
3. For manual service group dispatch, the current group's dispatcher processes the order from Work Orders Pending Assignment.
4. After engineer assignment, the engineer uses the engineer workspace or related task to accept and perform the service.
5. After provider assignment, the provider dispatcher assigns a provider engineer in the provider portal.

NOTE

If an automatic dispatch rule assigns the work order, that stage has no manual assignment task. Check current progress and assignment details.

Verify the routing result

1. After completing your task, reopen or refresh the work order details.
2. Confirm that Work Order Process Progress moved to the next stage.
3. After assignment, verify the service group, service engineer, collaborating engineers, and displayed assignment information.
4. For external service, verify the displayed external progress or owner.

Work order process statuses

Process status	Meaning	Verification
In Progress	The business process is active	Check the current stage and owner
Completed	The business process is complete	Verify the final record against the actual result
Terminated	The business process has ended early	Ask the process owner about the reason and next steps

A process node or post-action can change Work Order Status. Do not infer a specific business status from Work Order Process Status alone.

Expected result

• You can find the work order and open its details.
• Progress, process status, and assignment information identify the current stage and owner.
• Manual or automatic assignment updates the service group, engineer, and related information.
• Completing the task moves the order to the expected next stage or final status.

Troubleshooting

The work order is not in Work Orders Pending Assignment

Check its details. An automatic rule might have assigned it, it might not be at manual dispatch, or your account might not own the task.

Progress, service group, or engineer fields are unavailable

Detail-page layouts and field permissions control these fields. Ask an administrator to check the layout for the current business type.

Progress does not change after an action

Refresh the details and confirm that you submitted the required action. If progress remains unchanged, ask the process owner to inspect the node.

You need to replace an assigned group or engineer

Use the configured rejection, transfer, or reassignment action. Editing an ordinary field does not route the process.

Related topics

• Accept multichannel work orders
• Create a work order
• Manage work orders as a dispatcher
• Assign an external service provider
• Reject, transfer, or reassign work orders
• Accept or reject a work order