Hi,

Not knowing what criteria you would made your allocation of activities (jobs), there are a couple things you could explore not involving a process flow.

For example, this is the primary focus of the DSE…. which is to schedule activities (jobs).

I suggest exploring the DSE generally and perhaps ask for guidance from IFS as a services request 

The other advantage of the DSE is that it is constantly reviewing those allocations and makes cost-saving adjustments on the fly...checking inventory, skills, availability, travel time and cost, etc., so replicating all of that logic in a process flow would be quite an undertaking.  If you don’t want to go the DSE route then you could assign a Primary SA for each Job Site in the Customer Center module (and then set the workflow setting to dispatch on SA Assignment), so as each new service order is created, the tech is automatically assigned and dispatched the call...then your process flow logic could just override the default technician assignment as needed…
Thanks,
Reid

Thanks Reid,

Your suggestion assumes you will always have the same agent for the site which of course, the DSE is more flexible as you indicate and will make changes as required by changing circumstances/parameters.

Having said this, I think you can also define a primary agent on an installed item as well besides the customer/site.

@NazishS We are about to look at this process as well. The DSE is unsuitable for customer support orders as far as I know, so we are looking at doing a scheduled process flow and trying to select the best engineer directly in SQL based on workload. 

Let me know if you continue down this path / want to copy homework.

@csjohnstone Yeah keen to see some of  what you have put in place.Cheers