Choosing an assignee at run time

You can use business logic to determine which user or team receives an assignment in a case. By replacing hard-coded names with conditions that your application evaluates at run time, you can improve the flexibility of your cases.

1. In the Explorer panel, click Case types, and then click the case type that you want to open.
2. On the Workflow tab, click Life cycle.
3. Click an assignment in a process.
4. In the Route to list, select Use business logic, and then click the Gear icon.
5. Define the routing logic for the assignment.
   1. In the Action list, select a routing method.
   2. In the Value field, press the Down Arrow key, and then select the name of a user or work queue, based on the routing method that you select.
   3. In the Field list, select the name of a field in your data model.
   4. In the Comparator list, select a function.
   5. In the Value field, enter a value that your application compares with the field at run time.

      For example, you can test whether a case is older than five days or has an urgency that this greater than fifty.

   6. Optional: To define more conditions that apply to this routing method, click the Add rowicon.

      By default, your application selects a routing method only when all conditions return a true value. You can change this behavior by selecting different Boolean operators from the list that is displayed next to each condition in the When section.

6. In the otherwise section, define a routing method to use when no conditions return a true value.
   1. In the Action list, select a routing method.
   2. In the Value field, press the Down Arrow key and select the name of an operator or work queue, based on the routing method that you select.
7. Click Submit.
8. Optional: To support complex business logic, click + Add condition, and then repeat step 6.
   At run time, your application selects the first routing method to meet its conditions.