How to assign a ticket to specific tower (TOPIC) and country based on variable selection on portal

[poornima batchu]

Hi ALL, 

I have created a record producer "Generic Request " under HR case (sn_hr_core_case) table. I have added two variables 

1. HR Tower -Drop down 

     a. HR TECH

     b. HELPDESK

2. Requested person (Reference filed from user table)

Now, depends on the Drop-down choice and requested for person ( country) ticket should be routed to specific group.

Let's say for instance these are the groups - 1. HR_HRTECH_Canada_worker, 2.HR_helpdesk_Canda_worker.

Now if the user selects the Drop-down as HRTECH and Depends on the user profile country of the requested person (Let's say requested person is from Canada country) then the case should be routed to HR_HRTECH_Canada_worker group.

How to implement this..

Please provide solutions

Thanks in advance

[AshishKM]

Hi @poornima batchu,

This can be achieve in various ways, it depends how the data are mapped in system.

You can create script include with method "getHRAssignmentGroup(tower,user) and get the return the assignment group based on applied logic. Its best approach if there are many groups based on various country.

You can write the same logic in record producer ( if country & group mapping count are less , manageable )

In case you need more help on this , let us know how many country and mapped group are there in your system. If such mapping is not defined then its hard-coded value return either from record producer or script include.

-Thanks,

AshishKMishra

[poornima batchu]

Hi Ashish, 

Thank you so much for your response.

we have around 400 groups in the system.

Is this possible by a business rule..If yes..Could you please help me with the code. 

[AshishKM]

do you have this group & county mapping defined in some where in table or not.

If there is no mapping then you can user string concatenation and make the group name in record producer script code, first word from topic , second work from user's country and last word fix/constant ( if more more that one ).