Configure assignment rules

Configure rules to automatically assign cases to specific agents or groups based on the rule conditions. You can either modify predefined assignment rules or create new ones.

始める前に

Role required: Based on the application that you are configuring, you need the following roles:

• For Financial Services Payment Operations: sn_bom_payment.admin and admin
• For Financial Services Card Operations: sn_bom_card.admin and admin
• For Financial Services Complaint Management: sn_bom_compl.admin and admin
• For Financial Services Business Deposit Operations: sn_bom_deposit_b2b.admin and admin
• For Financial Services Personal Deposit Operations: sn_bom_deposit_b2c.admin and admin
• For Financial Services Business Loan Operations: sn_bom_loan_b2b.admin and admin
• For Financial Services Personal Loan Operations: sn_bom_loan.b2c_admin and admin
• For Financial Services Business Lifecycle: sn_bom_clo_b2b.admin and admin
• For Financial Services Client Lifecycle: sn_bom_clo_b2c.admin and admin
• For Financial Services Treasury Operations: sn_bom_treasury.admin and admin
• For Commercial Lines Claims: sn_ins_claim_cml.admin and admin
  注:

  Insurance Special Investigations is installed with Commercial Lines Claims, and additionally requires the following roles: sn_ins_siu.admin and admin
• For Individual Life Servicing and Individual Life Underwriting: sn_ins_policy_b2c.admin and admin
• For Group Life Servicing and Group Life Underwriting: sn_ins_policy_b2b.admin and admin
• Individual Life Claims: sn_ins_claim_indl.admin and admin
• Insurance claims: sn_ins_gen_claim.admin and admin

このタスクについて

When you create an assignment rule, you select the following:

• The table for the task type and the conditions that must be met before the task is assigned.
• The user or the group that the task is assigned to.

Alternately, you can create a script to further customize the assignment rule.

Review the assignment rules that are installed with the Financial Services Operations applications.

表 : 1. Assignment rules installed with Financial Services Operations applications

Application	Assignment rule	Table
Financial Services Payment Operations	Payment Inquiry Assignment Rule	sn_bom_payment_inquiry
	Inquiry Task	sn_bom_payment_inquiry _task
	Claim	sn_bom_payment_claim
	Debit Approval	sn_bom_payment_service
Financial Services Card Operations	Credit Card Service	sn_bom_credit_card_service
	Credit Card Task	sn_bom_credit_card_task
	Credit Task	sn_bom_credit_asmt_task
	Document Service	sn_bom_document_task
Financial Services Business Loan Operations	Loan Service – Business	sn_bom_loan_b2b_service
	Loan Task – Business	sn_bom_loan_b2b_task
	Credit Service – Business	sn_bom_credit_asmt_loan_b2b_service
	Credit Task – Business	sn_bom_credit_asmt_b2b_task
	Document Service – Business	sn_bom_document_b2b_task
Financial Services Personal Loan Operations	Loan Service	sn_bom_loan_service
	Loan Task	sn_bom_loan_task
	Credit Service	sn_bom_credit_asmt_loan_service
	Credit Task	sn_bom_credit_asmt_task
	Document Service	sn_bom_document_task
Financial Services Business Lifecycle	Account Lifecycle Service	sn_bom_clo_b2b_account_service
	Contact Lifecycle Service	sn_bom_clo_b2b_contact_service
	Account Lifecycle Service Task	sn_bom_clo_b2b_account_task
	Contact Lifecycle Service Task	sn_bom_clo_b2b_contact_task
Financial Services Client Lifecycle	Customer Lifecycle Service	sn_bom_clo_b2c_service
	Customer Lifecycle Task	sn_bom_clo_b2c_task
Financial Services Treasury Operations	RDC Service	sn_bom_treasury_rdc_service
	Wire Service	sn_bom_treasury_wire_service
	Treasury Task	sn_bom_treasury_task
Individual Life Claims	Individual life claim service	sn_ins_claim_indl_death_case
	Individual life claim task	sn_ins_claim_indl_death_task
	Related death policy claim service	sn_ins_claim_indl_rel_death_case
Insurance claims	Travel claim case	sn_ins_gen_claim_case
	Travel claim baggage adjuster task	sn_ins_gen_claim_adj_task
	Travel claim trip adjuster task	sn_ins_gen_claim_adj_task

For advanced assignment rules, you can also use the ServiceNow Advanced Work Assignment (AWA) feature to automatically assign work items to agents, based on their availability, capacity, and optionally, skills. For more information, see Advanced Work Assignment.

手順

1. Navigate to All > Routing and Assignment > Assignment Rule.
2. Create an assignment rule or modify an existing rule.
   • To create a rule, click New.
   • To review an existing rule, filter the list to show the rules for the application tables and then open a rule.
3. On the form, fill in the fields.

   For information about the Assignment Rule form fields, see Create an assignment rule.

4. Click Submit or Update.