HR case assignment group change

[servicenow_devo]

I have a requirment to change hr case auto assignment in my project.

Currently hr cases routes to GE Center assignment group tier one. New requirement is that all hr case raised from specific country should not be assigned to this group hence a new group should be their tier 1 group and no other can asisgn the case. This newly created group should receive those cases from raised by subject perosn of specific region.

How can I achieve this and what all to be taken, Care when these new setup is created as entire hierarchy has changing now.

[Community Alums · Accepted solution]

Hi @servicenow_devo ,

The base system uses the automatic case assignment feature to assign an HR case to an agent. It attempts to assign an agent with the least number of cases assigned, has the skills required by the case, and matches the location of the subject person.

Auto Assign business rule

HR Case has a business rule called Auto Assign that invokes matching rule logic. Auto Assign depends on the HR case state, assignment group is empty, and assigned to is empty.

When auto assignment is triggered, the matching rules logic obtains a list of agents. The number of agents returned is based on a parameter that specifies the length of the list. The default is one.

Note: For specific HR services, the auto-assignment functionality can be skipped. See Case options in Configure an HR service.

Matching Rules

HR assignment rules use the Resource Matching Engine [com.snc.matching_rule] plugin that is activated with the Human Resources Scoped App: Core [com.sn_hr_core] plugin. You can specify a table and a condition. The base system defaults to Assignment group is empty and Assigned to is not empty.

For HR cases that meet these conditions, the hr_AssignmentAPI script include is called to return a list of agents that are eligible for assignment. See Add or modify a matching rule.

Note: The base system provides matching rules for every COE table and HR task table.

Each HR table and task in the base system have two matching rules:

• Agents by skills and country
• Agents by skills

The higher priority (lower execution order) rule for each pair is the match by skills and country.

• If this matching rule does not find eligible agents, then the condition of the lower priority rule is still true and attempts to match by skills alone.
• If the higher priority rule finds an agent, the assigned to field is no longer empty and the secondary rule does not match.
• Either the getAgentsByCountryAndSkillsOrderLeastLoaded or getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include are called.

To modify/Add a new assignment rule:

1. Navigate to All > HR Administration > Assignment Rules > HR Assignment Rules.
2. Click New.
3. Complete the form.

   Assignment Rules form

   Field	Description
   Name	Descriptive name for the HR assignment rule.
   Execution Order	Order in which the rule processes. Rules with lower-order numbers process first. For example: The first HR assignment rule has an execution order of 100. A second HR assignment rule has an execution order of 200. If a group has members that fit the conditions defined in the first HR assignment rule, it assigns an agent with the least amount of assigned cases. If the first HR assignment rule cannot find an agent to assign, the second HR assignment rule runs.
   Application	Indicates core application scope the assignment rule applies to.
   Active	Check box that specifies the rule is in use.
   Applies To
   Table	Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table.
   Conditions	Conditions in which the assignment rule applies. Note: When defining conditions like case sensitivity or null values, see APIGlideFilter - Scoped, Global.
   Assign To
   User	User to assign to the case when this rule is applied.
   Group	Group to assign to the case when this rule is applied.
   Script
   Script	Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available. Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished.

4. Click Update.

This is the Matching rule , which runs on HR case table :

[Community Alums · Accepted solution]

Hi @servicenow_devo ,

The base system uses the automatic case assignment feature to assign an HR case to an agent. It attempts to assign an agent with the least number of cases assigned, has the skills required by the case, and matches the location of the subject person.

Auto Assign business rule

HR Case has a business rule called Auto Assign that invokes matching rule logic. Auto Assign depends on the HR case state, assignment group is empty, and assigned to is empty.

When auto assignment is triggered, the matching rules logic obtains a list of agents. The number of agents returned is based on a parameter that specifies the length of the list. The default is one.

Note: For specific HR services, the auto-assignment functionality can be skipped. See Case options in Configure an HR service.

Matching Rules

HR assignment rules use the Resource Matching Engine [com.snc.matching_rule] plugin that is activated with the Human Resources Scoped App: Core [com.sn_hr_core] plugin. You can specify a table and a condition. The base system defaults to Assignment group is empty and Assigned to is not empty.

For HR cases that meet these conditions, the hr_AssignmentAPI script include is called to return a list of agents that are eligible for assignment. See Add or modify a matching rule.

Note: The base system provides matching rules for every COE table and HR task table.

Each HR table and task in the base system have two matching rules:

• Agents by skills and country
• Agents by skills

The higher priority (lower execution order) rule for each pair is the match by skills and country.

• If this matching rule does not find eligible agents, then the condition of the lower priority rule is still true and attempts to match by skills alone.
• If the higher priority rule finds an agent, the assigned to field is no longer empty and the secondary rule does not match.
• Either the getAgentsByCountryAndSkillsOrderLeastLoaded or getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include are called.

To modify/Add a new assignment rule:

1. Navigate to All > HR Administration > Assignment Rules > HR Assignment Rules.
2. Click New.
3. Complete the form.

   Assignment Rules form

   Field	Description
   Name	Descriptive name for the HR assignment rule.
   Execution Order	Order in which the rule processes. Rules with lower-order numbers process first. For example: The first HR assignment rule has an execution order of 100. A second HR assignment rule has an execution order of 200. If a group has members that fit the conditions defined in the first HR assignment rule, it assigns an agent with the least amount of assigned cases. If the first HR assignment rule cannot find an agent to assign, the second HR assignment rule runs.
   Application	Indicates core application scope the assignment rule applies to.
   Active	Check box that specifies the rule is in use.
   Applies To
   Table	Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table.
   Conditions	Conditions in which the assignment rule applies. Note: When defining conditions like case sensitivity or null values, see APIGlideFilter - Scoped, Global.
   Assign To
   User	User to assign to the case when this rule is applied.
   Group	Group to assign to the case when this rule is applied.
   Script
   Script	Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available. Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished.

4. Click Update.

This is the Matching rule , which runs on HR case table :

[servicenow_devo]

Thankyou it works

[Community Alums · Accepted solution]

Hi @servicenow_devo ,

Glad it worked for you 😀