Appearance
Service provider fields
Overview
When an external provider handles a work order, the Work Order object stores the provider, connected enterprise, and provider engineer. Use this page to understand those fields and the provider portal permission boundary.
Work order fields
Provider and connection information
| Field name | API name | Type | Description |
|---|---|---|---|
| Dispatcher | assign_user | User | Populated for manual provider assignment; empty for automatic assignment. |
| Assignment Method | assign_way__c | Single select | System-populated. |
| Assignment Time | assign_time__c | Date and time | System-populated. |
| Service Delivery Partner | field_partner__c | Lookup > Partner | Populated after the provider assignment stage. |
| Downstream Service Provider | field_fwssf__c | Lookup > Account | Stores the original provider entity only in some legacy tenants. |
| Service Provider Engineer | field_outDealUser__c | External user | Populated after provider engineer assignment. |
| Connected Enterprise Name | field_downstreamOuterTenantName__c | Text | Non-business field. |
| Connected Enterprise ID | field_downstreamOuterTenantId__c | Text | Non-business field. |
Internal provider dispatch fields
| Field name | API name | Description |
|---|---|---|
| Service Provider Dispatcher | out_assign_user | Records the operator during manual provider dispatch. |
| Provider Assignment Time | out_assign_time__c | Time of internal provider dispatch. |
| Provider Assignment Method | out_assign_way__c | Method used for internal provider dispatch. |
| Service Provider Engineer | field_outDealUser__c | Current provider engineer. |
Provider portal permission model
Entry point: Service Pass > System Settings > Full Feature Configuration > Service Provider Portal > Object Management.
- Select the objects that service providers can access.
- Configure visible business types, page layouts, and data permissions for provider roles.
- Configure object-level, action, and field permissions for each provider role.
All permission layers must allow access:
| Permission layer | Purpose | Symptom when missing |
|---|---|---|
| Object-level feature | Controls object entry, list, and detail access. | The user cannot open the object list or details. |
| Action permission | Controls create, edit, start process, report generation, and similar actions. | The relevant button is unavailable. |
| Field permission | Controls read-write, read-only, or hidden fields. | The field is hidden or cannot be edited. |
| Data permission and business type | Controls accessible records and business types. | Records or business types are unavailable. |
| Page layout buttons | Controls buttons exposed on list and detail pages. | The button remains hidden despite action permission. |
Usage scenarios
- After provider assignment, verify
field_partner__c,field_outDealUser__c, and connection fields. Then confirm portal access for the provider role. - Provider engineers can process only work orders within their role and data scope. Provider dispatchers manage internal reassignment.
- If an engineer sees the work order but no action button, check action permissions and the detail layout before field permissions.
Limitations
- Provider portal and internal Service Pass permissions are separate. Internal roles cannot replace provider roles.
- List and detail access are prerequisites. Create, edit, and process actions require separate authorization.
field_fwssf__ccan exist only in legacy tenants. Do not assume it is the current provider field.- Fields, business types, and buttons vary by organization configuration.