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Configure engineer acceptance, rejection, and transfer ​

Overview ​

In a direct-dispatch workflow, add an Accept Work Order node after Assign Engineer to let engineers accept, reject, or transfer work orders. You can also complete the node automatically after a timeout.

Before you begin ​

  • The direct-to-engineer workflow is configured.
  • You have identified who handles a rejected work order and which engineers can receive a transfer.
  • Prepare a test work order and engineer accounts.

Procedure ​

  1. Add an Accept Work Order node after Assign Engineer.

  2. Set the node handler to the work order's Engineer field.

  3. Enable the accept, reject, and transfer actions as required.

  4. Configure whether rejection and transfer reasons are required.

  5. To accept work orders automatically after a timeout, set the duration after which the node completes automatically.

    Configure engineer acceptance, rejection, transfer, and automatic acceptance timeout

  6. Save and publish the process.

  7. Use an engineer account to test acceptance, rejection, and transfer from the to-do task.

    An engineer accepts, rejects, or transfers a work order

The sources conflict on who receives a directly dispatched work order after an engineer rejects it. They confirm only that the engineer can reject the work order. Verify the destination in the tenant or obtain product confirmation before documenting it as a rule. Do not assume that it returns to a service group dispatcher.

Verify the result ​

  1. The engineer receives the acceptance task and sees the configured actions.
  2. Order rejection and transfer instructions are required or optional depending on configuration.
  3. The acceptance node completes automatically after the configured timeout.
  4. The destination of rejected orders that are directly dispatched is recorded through actual tenant testing and confirmed before release.

Notes ​

  • The destination of a rejected work order in this workflow is pending product confirmation.
  • Automatically accepting orders will bypass manual confirmation, and the duration should be set in conjunction with the service commitment.
  • The transfer is initiated by the current engineer, and the reassignment is initiated by the dispatcher with authority.