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Service group dispatcher operations on the web and app ​

Overview ​

This article fully explains the operations of service group dispatchers in processing the tasks to be assigned to the current service group on the Web and App. It is used by administrators to verify the roles, menus, candidate ranges, and rejection, transfer, and reassignment permissions within the group.

Before you begin ​

  • The current user is a dispatcher for the assigned service group.
  • The service group adopts a dispatch mode that requires manual processing or automatic rule misses.
  • Web and App portals are open for assignment.

Procedure ​

1. Assign work orders on the web ​

  1. Go to To Do > Work Orders to be Assigned.

    The service group dispatcher opens work orders awaiting assignment on the web

  2. Click Settings in the upper right corner, configure the to-do list column and click Apply.

    Configure columns for the service group's assignment list

  3. Select the work order and click Work Order Assignment.

    Service group dispatcher selects a work order to initiate dispatch

  4. View the engineer's online status, current location and number of dispatched work orders in list mode.

  5. Select the recipient from the engineers in the current service group; after enabling engineers outside the group, you can select other engineers on the All Engineers tab of the Web.

    Service group dispatcher selects an engineer from the list

  6. When the work order has a location address, you can use map mode to view nearby service resources.

    The service group dispatcher views nearby resources on the map

2. Assign work orders in the app ​

  1. Go to To Be Assigned at the workbench.

  2. Select the work order and click Work Order Assignment.

    Select a service group work order awaiting assignment in the app

  3. Select Engineer and confirm.

    Select a service group engineer in the app

  4. If collaborative engineers are enabled, multiple collaborators can be selected.

3. Order rejection, transfer and reassignment ​

  1. When the service group rejects an order, fill in the description of the configuration requirements and submit it, and the work order will be returned to the company dispatcher.

  2. When transferring a service group, select another service group and submit.

    The service group dispatcher rejects or transfers a work order

  3. After dispatching the order, if you have the permission to reassign the button, you can perform the reassign in the work order details.

    The service group dispatcher initiates reassignment from work order details

Verify the result ​

  1. A service group dispatcher receives assignment tasks only for their current service group.
  2. The default candidate range is only engineers in the group.
  3. Web displays all engineers after the global switch is enabled; App capabilities are not inferred based on this.
  4. The service group rejects the order and returns it to the company's dispatcher, who then transfers the order to another service group.

FAQ ​

Only engineers in the group can be seen ​

This is the default scope. If you really need people outside the group, enable the global switch and verify on the web.

Map dispatch cannot be used ​

Check the work order location address and current platform; the App does not support map dispatch.

Notes ​

  • Service group dispatchers do not handle enterprise-level assigned engineer or service group tasks.
  • Reassignment requires both button permissions and detail page layout.