An assignment is a task that must be completed before a case can continue to the next step in a workflow. You can create assignments by adding steps to processes in Case Designer or by adding the Assignment shape to a flow diagram in Process Modeler.
At run time, assignments are routed to worklists or work queues where they are then processed by users or external applications. You can build a form that displays the fields that users interact with when they process the assignment. You can also define instructions, a confirmation note, and a specification for an assignment to help users understand why they are performing a task.
How and when an assignment is processed is based on the following factors that you can control:
The routing options that determine which worklist or work queue contains the assignment.
An activity that finds a user with a specific skill set in a work group is an example of a routing option that you can configure for an assignment.
The service-level agreement, which displays the recommended and required completion times for the assignment.
You can add escalation actions to a service-level agreement that run when the assignment is past due.
The urgency of the assignment, which determines how assignments are ordered in a worklist or work queue.
Notifications, which call attention to newly created assignments.
The number of local actions that users can choose to take before they complete the assignment.
Dependencies that delay the assignment for a specific amount of time or until an event occurs.
Whether the assignment is an entry point in the navigation path of the flow.
Whether the assignment is associated with a ticket, which can be raised by any flow in the same case.