Dispatch-related fields

Overview

Use this page to verify field updates at each work order dispatch stage. Process stages, dispatch methods, and configuration determine when fields are populated. Some operator fields remain empty during automatic dispatch.

Field update relationships

Dispatcher assigns an engineer

Field name	API name	Update rule
Dispatcher	assign_user	Populated for manual engineer assignment; empty for automatic assignment.
Assignment Method	assign_way__c	System-populated.
Assignment Time	assign_time__c	System-populated.
Engineer	field_xcfwry__c	Updated after assignment, transfer, or reassignment.
Supporting Engineers	related_service_personnel__c	Updated after assignment or reassignment. Some tenants use a Service Personnel detail object.

Dispatcher assigns a service group

Field name	API name	Update rule
Dispatcher	assign_user	Populated for manual group assignment; empty for automatic assignment.
Assignment Method	assign_way__c	System-populated.
Assignment Time	assign_time__c	Populated after manual group assignment.
Internal Service Group	field_serviceGroupName__c	Populated after internal service group assignment.
Provider Service Group	out_service_group_id	Populated after provider service group assignment.

Assign an engineer within a service group

Field name	API name	Update rule
Service Group Dispatcher	out_service_group_assign_user	Populated for manual group dispatch; can be empty for automatic dispatch.
Group Assignment Time	service_group_assign_time__c	System-populated.
Group Assignment Method	service_group_assign_way__c	System-populated.
Engineer	field_xcfwry__c	Updated after group assignment or reassignment.
Supporting Engineers	related_service_personnel__c	Updated after group assignment or reassignment.

Assign a service provider and provider engineer

Field name	API name	Update timing or use
Service Delivery Partner	field_partner__c	Populated after the provider assignment stage completes.
Downstream Service Provider	field_fwssf__c	Some legacy tenants store the original provider entity as an Account.
Service Provider Engineer	field_outDealUser__c	Populated after the provider engineer assignment stage.
Connected Enterprise Name	field_downstreamOuterTenantName__c	Non-business field storing the connected enterprise name.
Connected Enterprise ID	field_downstreamOuterTenantId__c	Non-business field storing the connected enterprise ID.
Service Provider Dispatcher	out_assign_user	Populated during internal provider dispatch.
Provider Assignment Time	out_assign_time__c	Populated during internal provider dispatch.
Provider Assignment Method	out_assign_way__c	Populated during internal provider dispatch.

Relationship to automatic dispatch

• Entry point: Service Pass > System Settings > Work Order Assignment > Automatic Assignment.
• Rules apply at the relevant dispatcher stage. Matches are assigned automatically; unmatched work orders enter manual dispatch.
• Rules run by priority, with smaller numbers taking precedence.
• Fixed and round-robin group assignment, plus fixed, round-robin, and dynamic engineer matching, affect field population.
• Dynamic matching supports engineers only. It depends on engineer areas, ratings, and other Service Information data.

See Dispatch modes and rules reference for filters, priority, and fallback behavior.

Limitations

• Object, business type, field, and layout permissions determine whether fields are visible or editable.
• Automatic dispatch has no human operator. assign_user and group dispatcher fields can remain empty.
• Transfer and reassignment update current engineer fields. Do not use these fields as dispatch history.
• field_fwssf__c is a legacy compatibility field. Confirm your tenant's active version before using it.

Related topics

• Work order objects and fields
• Dispatch modes and rules reference
• Service provider fields