Assigning users automatically at run time

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 or teams, you can provide conditions that your application evaluates at run time to assign a task. For example, your application can evaluate which CSR has the most appropriate skill set or workload to complete a step or task.
  1. In the navigation pane 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. 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:
    Actions Steps
    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.
    For more information about adding custom options and configuring custom lists of operators and work queues, see the Pega Community article Configuring business logic-based routing APIs.
  7. Define the routing condition for the assignment:
    1. In the list of fields, select the name of a field in your data model.
    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.
      For example: Case status is equal to New
    4. Optional: To define more conditions that apply to this routing method, click the Add row icon.
  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. In the otherwise section, define a routing method that you want to use when no conditions return a true value:
    Actions Steps
    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.
  10. Click Submit.
Result: At run time, an application evaluates the conditions and automatically routes an assignment to an appropriate 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.