Choosing an assignee at run time

To improve the flexibility of your cases, 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.

  1. In the navigation panel of Dev Studio, 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. In the Route to list, select a routing method:
    • To route the assignment to a specific user, select Operator, and then in the Value field, press the Down Arrow key and select the name of a user.
    • To route the assignment to a work queue, select Work queue, and then in the Value field, press the Down Arrow key and select the name of a work queue.
    • To route the assignment by using custom business logic, select an option from the Custom options list, and then edit the parameters.
    For more information about adding custom options and configuring custom lists of operators and work queues, see the Pega Community article Configuring business logic routing APIs.
  6. Define the routing condition for the assignment:
    1. In the first field, select the name of a field in your data model.
    2. In the second field, select a comparator.
    3. In the third field, enter a value that your application compares with the first field.

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

    4. Optional: To define more conditions that apply to this routing method, click the Add row icon.

      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.

  7. Optional: To support complex business logic, click + Add condition, and then repeat step 6.
    Result: At run time, your application selects the first routing method that meets the conditions.
  8. In the otherwise section, define a routing method to use when no conditions return a true value:
    • To route the assignment to a specific user, select Operator, and then in the Value field, press the Down Arrow key and select the name of a user.
    • To route the assignment to a work queue, select Work queue, and then in the Value field, press the Down Arrow key and select the name of a work queue.
    • To route the assignment by using custom business logic, select an option from the Custom options list, and then edit the parameters.
  9. Click Submit.