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Assigning users automatically at run time

Updated on November 22, 2021

Process your business cases with flexibility and efficiency by using business logic to automatically determine which individual or group of individuals receives an assignment in a case. Instead of entering specific names of users and teams, you can provide conditions that your application evaluates at run time to assign a task.

For example, your application can evaluate which customer service representative (CSR) has the most appropriate skill set or workload to complete a step or task.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click an assignment in a process.
  4. In the Step section of the properties panel, click the General tab.
  5. In the Route to list, select Use business logic, and then click the Configure business logic icon.
  6. Select a routing method:
    Route the assignment to a specific user
    1. In the Route to list, select Operator.
    2. In the Value field, press the Down arrow key, and then select the name of a user.
    Route the assignment to a work queue
    1. In the Route to list, select Work queue.
    2. In the Value field, press the Down arrow key, and then select the name of a work queue.
    Route the assignment by using custom business logic
    1. In the Route to list, select an option from the Custom section.
    2. Specify routing conditions by clicking Edit parameters and completing the Edit parameters window.
      You can route the assignment based on availability and skill set, or based on availability, skill set, and workload.
  7. Define the routing condition for the assignment:
    1. In the list of values to evaluate, select the name of a field in your data model or a when condition.
    2. In the comparator list, select a comparator.
    3. In the value field, enter or select a value that your application compares with the field in the data model or the when condition.
      For example: Enter Case status is equal to New
    4. Optional: To define more conditions that apply to this routing method, click the Add row icon, and then repeat steps 7.a through 7.c
    5. If you add multiple conditions, between the rows, select the and or or operator to define how to evaluate the conditions.
      Result: If you select and, the condition evaluates to true when all of the rows evaluate to true. If you select or, the condition evaluates to true if at least one of the rows evaluates to true.
  8. Optional: To support complex business logic, click Add condition, and then repeat steps 6 and 7.
    Result: At run time, your application selects the first routing method that meets the conditions that you define.
  9. Optional: To change the order in which your application evaluates the conditions, define a new order by dragging the conditions.
  10. In the otherwise section, define a routing method that you want to use when no conditions return a true value by repeating step 6.
  11. Click Submit.
Result: At run time, an application evaluates the conditions and automatically routes an assignment to the correct user or work queue. If an application evaluates all conditions as false, it routes an assignment by using an alternative method that you provide in the otherwise section.

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