Configure service group rejection and transfer

Overview

After an enterprise assigns a work order to a service group, that group's dispatcher can reject it or transfer it to another service group. Rejection returns the work order to the enterprise dispatcher; transfer sends it directly to the selected group.

Before you begin

• The dispatcher-to-service-group workflow is configured.
• The current service group has set up a service group dispatcher.
• Enterprise dispatchers can receive work orders rejected by a service group.

Procedure

1. Enable Service Group Rejections in the Service Group Rejections and Delegation settings.

2. Configure whether a rejection reason is required.

3. Enable Service Group Delegation.

4. Configure whether a transfer reason is required.

5. Save the configuration.

6. Use a service group dispatcher account to test rejection and transfer from the to-do task.

   

Verify the result

1. The service group dispatcher sees the enabled reject and transfer actions.
2. After the service group rejects a work order, it returns to the enterprise dispatcher.
3. After a transfer, the work order is assigned to the selected service group.
4. Rejection and transfer reasons are required or optional according to the configuration.

Notes

• Service group rejection and engineer rejection occur at different levels and have different next responsible roles.
• The current service group initiates a transfer; a dispatcher with button permission initiates reassignment.

Related topics

• Reassign service groups
• Service group dispatcher operations on the web and app