Configure service provider dispatch rules

According to the outsourcing service organization method, configure the assignment path between the upstream dispatcher, the service provider dispatcher, and the service provider service group dispatcher.

Overview

There are three common ways for service providers to dispatch orders:

Path	Applicability	Key nodes	Actual dispatching role
Directly assign service provider engineers	Upstream can directly determine external engineers	Assign service provider engineers	Enterprise dispatchers
The service provider is assigned first, and then the service provider assigns engineers	The service provider arranges its own personnel	The service provider is assigned, and the service provider assigns service provider engineers	The enterprise dispatches order personnel, and the service provider dispatches order personnel
First assign the service provider service group, then assign within the group	The service provider is grouped internally by region or profession	Assign the service group, assign within the service group	Enterprise dispatch personnel, service provider service group dispatch order personnel

Automatic order dispatch rules are executed first at the corresponding node. When the automatic rule is not hit, whether the work order enters the manual assignment and manual optional range is determined by the node and manual order dispatch rules.

Before you begin

• The service provider portal has been opened, and the service provider, service provider engineer and corresponding role permissions have been configured.
• The work order process has enabled interconnected processes.
• When using the second path, the service provider dispatcher has been configured.
• When using the third path, the service group has been enabled, and the service provider service group, dispatchers in the group, and engineers in the group have been configured.
• Test work orders covering both automatic hits and misses have been prepared.

Configuration steps

1. Select the order dispatch path

1. Confirm whether the upstream dispatcher can directly identify the service provider's engineer.
2. If the engineer cannot be selected directly, assign the work order to the service provider or its service group first.
3. Configure corresponding nodes in the process according to the selected path. Do not repeatedly configure dispatch nodes that replace each other on the same branch.

2. Directly assign service provider engineers

1. Add the Assign Service Provider Engineer node to the Internet work order process.
2. Configure the assigned object as the service provider engineer.
3. When automatic order dispatch is required, set applicable conditions and target engineer rules.
4. Configure the range of manual dispatch handlers and optional engineers after the automatic rule is not hit.
5. Save the process and confirm that the handler for subsequent on-site tasks at the service provider uses the assigned service provider engineer.

This path is assigned by the company's dispatcher and does not go through the service provider's dispatcher.

3. First assign the service provider, and then the service provider assigns the engineer

1. Add the Assigned Service Provider node in the enterprise processing stage.
2. When it is necessary to automatically assign service providers, configure automatic dispatch rules; work orders that do not match the rules will be manually assigned by the company's dispatcher.
3. Add the Service Provider Assigned Service Provider Engineer node under the service provider portal in the subsequent stage.
4. Set the node as an connected node and select the service provider portal.
5. Set the manual dispatch handler as the service provider dispatcher.
6. After saving the process, confirm that the work order first forms the service provider assignment result, and then the service provider's order dispatcher selects the service provider's engineer.

Only service provider dispatchers can perform manual assignment within the service provider in this path.

4. First assign the service provider service group, and then assign within the group

1. Add the Assign Service Group node to the process and configure the target as the service provider service group.
2. Configure automatic dispatch rules for service groups. To limit the available groups, configure the manual dispatchers and their selectable service group ranges.
3. Add the Assignment within Service Group node in the subsequent process.
4. Confirm that the service provider service group has been filled in at the previous node, or the service group field of the work order already has a value.
5. Automatically dispatch orders within the execution group according to the service provider service group settings; if there is no match, the dispatcher of the service provider service group of the group will select the engineer in the group.

The dispatchers of the service provider service group only handle the work orders that enter this group and are not responsible for the selection of service providers within the enterprise.

5. Verify order dispatch results

1. Create a test work order that satisfies the automatic rules and let the work order enter the corresponding dispatch node.
2. Check whether the system automatically selects the expected service provider, service provider service group, or service provider engineer.
3. Create a test work order that does not meet the automatic rules and check whether it enters the manual tasks to be assigned for the expected role.
4. Complete manual assignment and check dispatch information such as service provider, service group, service provider dispatcher, and service provider engineer.
5. Let the work order enter subsequent on-site tasks and confirm that only the eventually assigned service provider engineer receives the task.

Expected results and verification

• The direct assignment path is determined by the company dispatcher to determine the service provider engineer.
• In the two-stage dispatch path of the service provider, the service provider is first determined, and then the dispatcher of the service provider determines the engineer.
• The service provider service group path first determines the external service group, and then determines the engineer according to the rules within the group or by dispatching an individual within the group.
• When the automatic rule misses, the work order enters the configured manual handler range and will not be taken over by the wrong role.

FAQ

Automatic order dispatch rules are not executed

Confirm that the rule's assignment subject matches the current node and that the work order reached the dispatch node. Rules have no effect without the corresponding process node.

The dispatcher of the service provider did not receive the task

Confirm that the work order has been assigned to the service provider first, the subsequent node has been set as an connected node and the service provider portal has been selected, and the current person has the role of service provider dispatcher.

The dispatcher of the service provider's service group cannot see the work order.

Check whether the service provider service group has been assigned to the previous node, and whether the current person has assigned an individual to the group.

There is no optional engineer when dispatching an order

Check the service provider engineer account, the service provider or service group it belongs to, and the engineer role. The optional ranges of direct assignment and intra-service provider assignment are not interchangeable.

Notes

• The processing scopes of enterprise dispatchers, service provider dispatchers and service provider service group dispatchers are different. Do not use the same role to describe three types of tasks.
• Manual dispatch rules are used to limit the scope of dispatchers and optional objects; automatic dispatch rules are used for system matching targets. Do not mix the two.
• The service provider's internal processing nodes must be configured according to the interconnection process, otherwise the task will not enter the service provider portal.

Related topics

• Configure service provider account and engineer
• Configuration object and role permissions
• Configuration Service Provider Work Order Process
• Assign external service provider