Assign a service group

Assign a pending work order to a service group. The group's dispatcher can then assign an engineer.

Overview

Use a service group when you choose the responsible team before the specific engineer. After assignment, the service group dispatcher completes internal dispatch.

Before you begin

IMPORTANT

• Your account has the Dispatcher role.
• Your organization has enabled and configured eligible service groups.
• The target group's region and capabilities meet the work order requirements.

Procedure

1. On the web, go to Tasks > Work Orders Pending Assignment.
2. Select a work order, then select Assign Work Order.
3. Select a service group.
4. Verify the work order and service group, then submit.

The selected group's dispatcher can then assign an engineer.

Reject or transfer a service group work order

With the required permissions, a service group dispatcher can:

• Transfer the work order to another service group.
• Reject the work order and return it to the organization-level dispatcher.

If either action is unavailable, ask an administrator to configure the required permission.

Expected result

• The work order enters the selected service group's dispatch stage.
• The group's dispatcher can assign an engineer in the group.
• Rejection returns the order to the dispatcher. Transfer sends it to the new group.

Notes

• Group assignment and engineer assignment are separate stages.
• Rejection and transfer require configured permissions.
• To replace an assigned group, see Reject, transfer, or reassign work orders.

Related topics

• Manage work orders as a dispatcher
• Assign an engineer
• Reject, transfer, or reassign work orders