This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Adding fields to the assignee and request forms

The following topics provide information about the fields on the assignee and request forms.

Adding fields to the assignee form

The assignee form must contain the following fields, which the Assignment Engine uses to run its processes. These fields are mapped to the fields on the Assignee Form Fields tab of the Assignment Engine Forms dialog box.

  • Assignee Unique ID — A field containing a unique identifier that distinguishes one assignee from another. This can be a GUID field. See the Using character fields to generate GUIDs.
    Instead of creating this field, you can use the Request ID field (ID 1) as the unique identifier. Then, you can add the following optionalfields to this form:
    • Assignee Group Unique ID — The unique instance ID for the assignee group.
    • Assignee Name/Login — The name of the assignee.
    • Assignee Delivery Method — A field used to store the method to notify the assignee of the assignment.
  • Number Assigned — An integer field used to obtain and set the current number of assigned issues for each possible assignee.
    If you use the Load Balance by Number or the Load Balance by Capacity auto-assignment method, this field is required.
  • Capacity Rating — A decimal field used to obtain the capacity rating for each possible assignee.
    This field is required for the Load Balance by Capacity auto-assignment method.
  • Last Assigned Time — A decimal field used to obtain the last time an issue was assigned to each possible assignee and to set the last assigned time for the successful assignee.
    This field is required for the Round Robin auto-assignment method.
  • Last Assign Time (Display) — A date/time field used to obtain the last date and time an issue was assigned to each possible assignee and to set the last assigned time for the successful assignee. This is an optional field.

Adding fields to the request form

The request form must contain the following fields, which the Assignment Engine uses to run its processes. The following field is mapped to the fields on the Request Form Fields tab of the Assignment Engine Forms dialog box.

  • Assignee Unique ID — Character field that stores the selected assignee's unique ID.

Optionally, you can add the following fields:

  • Assignee ID Field — Stores the Entry ID of the successful assignee.
  • Assignee Form — Stores the name of the assignee form.
  • Return Code Field — Stores the code for success or failure of the assignment. This field can be used for debugging purposes.
  • Return Code Description — Stores the successful Assignment Rule ID and the Assignment Qualification ID if the assignment was successful, or an error code if the assignment failed. This field can be used for debugging purposes.
  • Reason Code Field — Stores the GUID of the executed rule.
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