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Configure the manual engineer assignment scope ​

Overview ​

Manual dispatch rules are used to control who handles work orders that are not assigned by automatic rules, and which engineers the dispatcher can select. The rules only apply to the enterprise-level Assign Engineer node.

Before you begin ​

  • The Assign Engineer node and dispatcher roles have been configured.
  • The list of dispatchers and engineers corresponding to different work order ranges has been determined.
  • You have identified the work orders that may miss all auto dispatch rules.

Procedure ​

  1. Enter Field Service > System Settings > Work Order Assignment > Manual Order Dispatch Rules.

  2. Create a new rule and set the name and priority; the smaller the number, the earlier it will be executed.

    Set rules and priorities for manual dispatch of engineers

  3. Set the work order scope, such as province, product or business type.

    Confirm that the manual rule applies to the Assign Engineer node

  4. Set up dispatchers who can receive corresponding tasks to be assigned.

  5. In the engineer assignment scope, select which engineers these dispatchers can view and assign.

    Configure the work order scope, dispatchers, and candidate engineers

  6. Save and enable the rule.

  7. Test work orders that do not match any rule. If the default candidate scope is too broad, add a fallback rule.

Verify the result ​

  1. Dispatchers included in a matching rule receive the corresponding assignment tasks; other dispatchers do not.
  2. The candidate list only displays engineers allowed by the rules.
  3. When two rules are hit at the same time, the rule with the smaller priority number will be executed.
  4. Work orders that do not match a manual rule use the expected default candidate scope.

FAQ ​

There are still too many candidate engineers ​

Check whether the work order actually hits the rule, whether the rule is enabled, and whether the current node is the assigned engineer.

The dispatcher cannot receive the task ​

Check the dispatcher scope, role or node processing permissions, and confirm that the work order has not been assigned by automatic rules.

Notes ​

  • Auto dispatch runs first. Manual rules apply only to work orders that still require manual handling.
  • The candidate range within the service group is not controlled by this rule.