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Configure auto dispatch rules for engineers ​

Overview ​

Engineer auto dispatch rules apply at the Assign Engineer node. They support specified assignment, round-robin assignment, and dynamic matching. When multiple rules apply, the rule with the lowest priority number runs first. If no rule matches, use the configured fallback assignee or manual dispatch.

Before you begin ​

  • The Assign Engineer node has been configured in the process.
  • Engineers and service information required for dynamic matching have been prepared.
  • Test work orders for rules that can and cannot be hit have been prepared.

Procedure ​

  1. Enter Field Service > System Settings > Work Order Assignment > Automatic Order Dispatch and create a new rule.

  2. Set the rule name, priority, and work order scope.

    Set rules and priorities for automatic dispatch of engineers

  3. Set Assignment to Engineer.

    Confirm that the rule is applied to the Assign Engineer node

  4. Select Specified Assignment and assign a fixed engineer, or select Round-Robin Assignment and maintain the candidate order.

    Select an engineer auto dispatch method

  5. If you select Dynamic Match, add service area, rating, customer level, product category and other engineer conditions in order.

    Maintain engineer service information used by dynamic matching

  6. Configure how to prioritize multiple matching candidates. You can use functions in the priority rules.

  7. If no engineer matches, route the work order to a designated assignee or manual dispatch.

    Configure dynamic matching conditions and dispatch priority

    Configure the fallback path when dynamic matching returns no engineer

  8. If service skill verification is enabled, set whether the rule adapts to the skill conditions and save it.

Dynamic matching supports engineers only. Each condition filters the remaining candidates, and the final priority rule selects one engineer.

Verify the result ​

  1. Rules are executed in order of priority.
  2. Specified and round-robin assignment select engineers from their configured candidate sets.
  3. Dynamic matching narrows down candidates layer by layer based on conditions and performs final sorting.
  4. When no engineer matches, the work order follows the configured fallback path.
  5. After automatic dispatch is completed, the dispatcher field will be empty.

FAQ ​

No candidates for dynamic matching ​

Check the service information, rule conditions, skill verification and condition sequence one by one; any condition may clear the candidate range.

Notes ​

  • The assigned object and process node must be consistent.
  • Dynamic matching relies on service information and does not directly read unmaintained personnel attributes.
  • An explicit processing path when there is no match must be preserved.