Dispatch work orders within a service provider

Overview

Internal provider dispatch assigns a connected-service work order to a provider engineer or provider service group. The current node determines whether you select an engineer directly or route through a group.

Identify the node and owner first. Upstream dispatchers, service group dispatchers, and provider dispatchers have different candidate scopes.

Before you begin

• Your account has the Dispatcher, Service Group Dispatcher, or Provider Dispatcher role and owns the current node.
• The work order reached manual assignment. A matching automatic rule removes the manual task.
• On the web, use Tasks > Work Orders Pending Assignment. In the App, use Workspace > Pending Assignment.
• Group dispatchers normally select group members. Provider dispatchers select engineers available to their provider.

Procedure

Identify the dispatch path

Open the record in Work Orders Pending Assignment, review the current node, and choose the matching path:

Path	Current owner	Candidate	Next owner
Direct provider engineer	Upstream or configured provider dispatcher	Provider engineer	Selected engineer
Provider service group	Service group or provider dispatcher	Group member or provider engineer	Next group owner or provider dispatcher
Mixed service group	Service group dispatcher	Internal engineer or provider organization	Selected engineer or provider dispatcher

Dispatch on the web

1. Go to Tasks > Work Orders Pending Assignment and open the work order.
2. Select the work order, then select Assign Work Order or the equivalent action.
3. When available, review candidates' online status, location, and assigned work order count.
4. Select the provider engineer, group member, or provider organization allowed by the node, then submit.
5. For map dispatch, confirm that the work order has a locatable service address.

Map dispatch is web-only and requires a locatable address. Group dispatcher candidates normally remain within the current group.

Dispatch in the App

1. In the ShareCRM App, go to Workspace > Pending Assignment and open the work order.
2. Select Assign Work Order or the equivalent action.
3. Select an engineer and any collaborating engineers allowed by the node.
4. Select OK or the displayed submit action.

The App does not support map dispatch.

Complete consecutive group and provider assignment

1. At a provider service group node, select an eligible provider organization or engineer.
2. After the order enters internal provider assignment, the provider dispatcher opens it in the provider portal.
3. The provider dispatcher selects a provider engineer and submits.
4. In a mixed group, internal engineer selection routes directly. Provider selection continues to internal provider assignment.

Reject, transfer, or reassign

1. Check whether the current details show Reject, Transfer, or Reassign.
2. To return the order, select Reject and enter a reason when required.
3. To send it to another group, select Transfer, choose an eligible group, and submit.
4. To replace an assignee, select Reassign. This action requires permission.

Verify the assignment

1. Refresh the work order details and review the current node and owner.
2. Verify the service group, provider engineer, assignment method, and assignment time.
3. Confirm that the order left your pending list or now shows the next owner's task.

Automatic assignment, group restrictions, and action availability depend on the current role and process node.

Expected result

• The order is assigned to an eligible provider organization, provider service group, or provider engineer.
• Work order assignment fields reflect the result.
• The work order enters the next owner's task or field service node.
• Rejection, transfer, or reassignment routes the order to the correct processing stage and retains its history.

Troubleshooting

The work order is missing from pending assignment

Check its current node. Automatic dispatch might have processed it, or your account might not own the manual task.

An engineer or provider is unavailable

Candidate scope depends on group membership, provider affiliation, role permissions, and data scope.

Map dispatch is unavailable in the App

Use the web and confirm that the work order has a locatable service address.

The work order does not advance after submission

Refresh the details. If assignment fields changed but progress did not, ask the process owner to check required information and post-actions.

Reject, Transfer, or Reassign is unavailable

These actions are role- and node-specific. Ask an administrator to check the current account, node, status, and permissions.

Related topics

• Use the service provider workspace
• Manage provider work orders
• Perform on-site service as a provider engineer
• Assign an external service provider and provider engineer
• Manage and route work orders