Creating custom routing logic for assignments

You can create custom routing logic to determine which user or team receives an assignment in a case. By using an activity instead of business logic, you can access advanced features that support complex use cases.

As a best practice, use business logic instead of an activity to route assignments, because it is more flexible and easier to maintain. For more information, see Choosing an assignee at run time.
  1. Open a flow by searching for it or by using the Application Explorer.
  2. On the Diagram tab of the Flow form, double-click an assignment to open the Assignment properties dialog box.
  3. In the Routing section, select Custom from the Route to list.
  4. Choose a type of destination for the assignment.
    • To route the assignment to a specific user, or worklist:

      1. In the Assignment type list, select WorkList.

      2. In the Router field, press the Down Arrow key and select a router activity that sets the AssignTo parameter to the name of a worklist.

        Tip: If you do not have an activity defined, you can select Operator from the Route to list and provide the name of the property that stores an operator ID.

      3. If the router activity accepts parameters, enter values for those parameters in the fields that are displayed in the Parameters section.

        For example, you can provide the name of a decision tree that finds a worklist based on the skill set of a user, when you use the Work-.ToDecisionTree router activity.

    • To route the assignment to a team, or work queue:

      1. In the Route to list, select Custom.

      2. In the Assignment type list, select Work queue.

      3. In the Router field, press the Down Arrow key and select a router activity that sets the AssignTo property to the name of a work queue.

      4. If the router activity accepts parameters, enter values for those parameters in the fields that are displayed in the Parameters section.

        For example, you can pass the name of a work queue and a list of required skills when you use the Work-.ToSkilledWorkbasket router activity.

      5. In the Advanced section, click Assignment details, and then select the Use current operator when work queue not found check box.

        When no work queue is found, your application sends the assignment to the user who is currently processing the case.

  5. Click Submit.
  6. Click Save.