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

1. Go to Tasks > Work Orders Pending Assignment and open the outsourced work order.
2. Select Assign Work Order, then select an external provider.
3. Verify the provider, then select OK.

The work order enters the provider's assignment stage.

Provider dispatcher assigns a provider engineer

1. Sign in to the provider portal as a provider dispatcher and open the work order.
2. Select Assign Work Order.
3. Select an engineer from the provider, then confirm.

Direct dispatch: assign a provider engineer

1. Go to Tasks > Work Orders Pending Assignment and open the outsourced work order.

2. In the provider engineer assignment task, select Assign Work Order.

   

3. Review each candidate and their provider, then select the engineer.

4. 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.

Related topics

• Manage work orders as a dispatcher
• Assign a service group
• Assign an engineer