Assignment rule based on some conditions or multiple scenarios

[Poorva Bhawsar]

Hi,

I want to assign incident tickets based on 3 scenarios:

1. Based on the selections end user has done for 2-3 questions/fields on portal.

2. Based on the location of the end user. It should assign ticket to that location only.

3. Based on the shift timings of the agent. They have suppose fixed shift of 9am-6pm. After 6pm, it should assign to a specific group.

How to create assignment rules for such conditions together?

Thanks

[Robbie]

Hi @Poorva Bhawsar,

Can you advise the precedence of each of these rules if an incident record meets all 3 conditions?

Leveraging basic Out Of Box (OOB) functionality found by typing ' Assignment Rules' into the Navigation menu you can either script this in one rule if you feel comfortable or you can create 3 rules setting the execution order for each. The closer to 0 will dictate the order. Eg 10 will run before 20 for example.

Based on my reading and assumption of the above, step 3 (time) should be the first. Clarification point here... is it the time of when the ticket is created? And if so, the users timezone at the time of creation?

Then it really is based on my original question regarding precedence which only you / the business can dictate here.

Go to 'Assignment Rules' to see and test.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Poorva Bhawsar]

I know that i have to create the assignments rules.

conditions are:

1. based on callers company

2. based on questions choices

3. based on ticket creation time (here we need to check business hours)

4. based on caller's location

callers company and location i can check using current.caller_id.company or current.caller_id.location.

but i am not sure how to check conditions for question choices or within business hours or out of business hours.

Need inputs here to check such kind of conditions. Also, do i need to check all these together into single assignment rule or i need to create separate by adding its precendence.

[Cassandra Kittl]

The constraint you have is trying to access the fields from the portal rather than the record - correct?

I think if you want to use the values of the question, they need to be on the incident form.

The Business vs Non business hours condition would be on 'schedule' - I think your best choice would be the SLA Schedule (dot walk to it).

[Poorva Bhawsar]

ok let me provide you more clarity here.

1. I have to check the caller's location and company and location or company is stored in group table also.

2. Next i have to check the question's answers provided for those 3 questions and these are stored in custom table with vertical field.

For e.g., Q1, Q2, Q3 and Vertical these fields are there in the custom table.

I have some records here which has some combinations like if Q1 is Hardware, Q2 is Laptop, Q3 is Installation and vertical is field.

3. From here i got the vertical based on the selections done by the caller on portal. Now, in the group table, i have company, location, vertical fields already there. 

4. I already got the caller's location and company in the starting now i got the vertical. So, whatever group i have for caller's location and company and the vertical 'field'. I have to assign it to specific xyz group. Same i have more combinations.

Forget about the shift as of now. I have to achieve this first.

My logic is i can get the current.caller_id.location and company then i will gliderecord it on the custom table which stores the Q1, Q2, Q3 and vertical. I will check it with the current value of these questions which was entered by the user from portal and its stored on the incident table as well then i will get its vertical from there and at last i will gliderecord it on the group table and will get the location, company and vertical combination from there and then i will get the respective assignment group from group table and at last i will assign it to that group.