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Dispatch through an external service group
Overview
An external service group organizes engineers from the same provider by region or function. Its group type is External Service Provider, and every engineer in the group belongs to that provider.
Before you begin
- Service group and provider portal enabled.
- Service provider engineers and service provider dispatchers have been maintained.
- The owning service provider for each external service group has been determined.
Procedure
Create a service group, set the service group type to External Service Provider, and set the member type to Service Provider Engineer.
Select a service provider; a group can only belong to one service provider, and the same service provider can create multiple groups.
Set the dispatcher of the service provider's service group and add the service provider's engineers.
Select manual, round-robin, balanced, or fastest-response assignment. External provider engineer groups do not support claiming or rule-based assignment.
Configure Assign Service Group and assignment within the external group in the process.
After the enterprise dispatches an order person and selects an external service group, the service provider of the group will dispatch an order person or automatically select an engineer.
Verify the result
- The enterprise only selects valid external service groups when dispatching orders.
- Candidates in the group only include engineers belonging to the service provider.
- Manual, round-robin, balanced, or fastest-response assignment runs as configured.
- There will be no work-order claiming or rules-based allocation options.
Notes
- The dispatchers of the external service group belong to the service provider and are not the dispatchers of the internal service group of the enterprise.
- The source records the provider service group in
out_service_group_id. Verify field differences in the target tenant.