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Accept, reject, or transfer a work order ​

After assignment, accept the work order, reject it, or transfer it to another engineer.

Overview ​

ActionUse caseResult
AcceptYou can provide the required serviceYou own the task and continue on-site service
RejectYou cannot take the taskThe order follows the configured reassignment path
TransferAnother engineer should handle itThe selected engineer receives the work order

Before you begin ​

IMPORTANT

  • The work order is assigned to you and is at the acceptance node.
  • Your process controls available actions and whether explanations are required.
  • If automatic acceptance is configured, the system accepts the order after the timeout.

Procedure ​

In the App, go to Tasks > Pending Work Orders. Use actions from the list or open the details.

Accept, reject, or transfer a work order in the App

Accept ​

  1. Find the work order and verify the customer, address, and task.
  2. Select Accept.
  3. Continue with the configured on-site service tasks.

Reject ​

  1. Find the work order that you cannot take, then select Reject.
  2. If prompted, enter a reason.
  3. Verify the work order, then submit.

For service group dispatch, rejection returns the order for group reassignment. Other dispatch paths follow their configured process.

Transfer ​

  1. Find the work order that needs a new owner, then select Transfer.
  2. Select the replacement engineer.
  3. If prompted, enter a reason.
  4. Verify the engineer, then submit.

Within a service group, candidates normally include only other engineers in the group. Other dispatch paths use the configured candidate scope.

Expected result ​

  • Acceptance lets you continue the downstream field service tasks.
  • Rejection routes the work order for reassignment or other configured processing.
  • Transfer sends the work order to the selected engineer.

Notes ​

  • If an action is unavailable, ask an administrator to check the acceptance node.
  • Your process determines whether rejection or transfer reasons are required.
  • When automatic acceptance is enabled, act before the timeout.
  • Before transfer, confirm that the target engineer has the required skills.