This documentation supports the 19.11 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.08 from the Product version menu.



Automatic case assignment

As a case business analyst, you can enable automatic case assignment in BMC Helix Business Workflows.

Automatic case assignments can be defined by using:

  • Case templates—To automatically assign cases to the support group or agent defined in the case template. 
  • Case information—To automatically assign cases based on assignment mapping rules. The assignment—mapping rules define case assignment based case information such as company, line of business, category, priority, or location. It can define assignments based on a combination of these values. For example, location-based assignment automatically assigns cases to regional support groups based on the case site and region information.
  • Round-robin method—To automatically assign cases based on the availability of agents in a support group so that cases are equally distributed among the agents of the group. Round-robin method is applicable for cases already assigned to a support group by using case templates or assignment—mapping rules.It can be enabled either at a template level or a global level. 

Case template—based assignment  

The case template defines the assignment that is applied to all cases created by using that template. Case template assignments take precedence over automatic assignments based on case assignment—mapping.

You can define the case assignments in a case template by:

  • Adding the support group and the agent to whom you want to assign the case. 
  • Adding a support group and enabling round-robin assignment for individual assignment of the case. Round-robin assignment enables cases to be equally distributed among the agents belonging to the support group specified in the template.

If you do not define any assignments in the case template, case information—based assignment is applied to the case. 

For information about how to configure assignments in a case template, see Creating case templates and task templates.

How case—template based assignment works

The following table explains how cases are assigned depending on how you define assignments in a case template 

Support Group definedAssignee defined

Round-robin enabled
(at template level)

Case assignment
(tick)(tick)(tick) / (error)Case is assigned to the assignee defined in the case template
(tick)(error)(tick)Case is assigned in a round-robin manner to an agent available from the support group assigned to the case.
(tick)(error)(error)Agent creating the case must manually assign the case to an agent
(error)(error)(tick) / (error)Case is assigned based on the default assignment mapping rules.

Case information—based assignment

For cases created without using a case template, or when case assignment is not defined in the case template, you can configure case assignment mapping to assign cases based on the case information.

You can define case assignment mapping based on the following fields:

  • Company
  • Flowset
  • Case category tiers
  • Priority
  • Region

  • Site

Note

Manual case assignment or the assignment defined in the case template takes precedence over automatic case assignment mapping.

If you define assignment mapping rules based on region and site, cases are automatically assigned to regional support groups based on the case site and region information.

Example

A case business analyst has enabled location—based case assignment for ABC company. A Pune-based employee of that company travels to Mumbai office for work and creates a case "Access card not working". The case is automatically assigned to the Mumbai site Facilities group for quick resolution. 

Learn about Configuring automatic case assignments.

How case information—based assignment works

The following table explains how cases are assigned depending on how you define case information—based assignments.

Support Group definedAssignee definedRound-robin enabled
(at global level)
Case assignment
(tick)(tick)(tick) / (error)Case is assigned to the assignee defined by the case mapping.

(tick)

(error)(tick)Case is assigned in a round-robin manner to an agent available from the support group assigned the case.
(tick)(error)(error)The agent working on the case must manually assign the case to an agent.
(error)(error)(tick) / (error)The agent working on the case must manually assign the case to an agent.

Round—robin assignment

You can enable individual-level case assignment by using the round-robin method. The round-robin method automatically assigns cases that are assigned to a support group to agents of that support group. It ensures that cases are equally distributed among the case agents of the support group.

You can define round-robin at the following levels:

  • Template-level—You can enable the round-robin method at a template level while creating a new case template or updating an existing case template. Round-robin assignment is applied when the case template only defines a support group assignment. The case created by using the template is assigned to an agent belonging to the support group that the case is assigned to.
  • Global-level—Round-robin is enabled at a global level for cases that are created without using a case template and assigned to a support group based on the assignment mapping defined in the system. For assignment mapping details, see Case information–based assignment.

How automatic case assignment is applied when a case is created

The following table describes how automatic case assignment is applied when a case is created:

How the case is createdDescription
By using a template that defines both support group assignment and assignee

The case is assigned to the assignee defined in the case template.

By using a template that only defines support group assignment

The case is assigned to the support group defined in the case template.

  • Round-robin assignment enabled at a template level—Assignee is selected in round-robin manner from the support group that the case is assigned to.
  • Round-robin assignment not enabled at a template levelAgent needs to manually assign the case to an agent.
By using a template that does not define any assignment

Case is assigned to the support group or assignee based on the assignment mappings.

  • Round-robin assignment enabled at a template levelIf an assignee is not defined by the case assignment mapping, the assignee is selected in round-robin manner from the support group that the case is assigned to.
  • Round-robin assignment not enabled at a template levelIf an assignee is not defined by the case assignment mappings, the agent needs to manually assign the case to an agent.

Without using a template

Case is assigned to the support group or assignee based on the assignment mapping.

  • Round-robin assignment enabled at a global levelIf an assignee is not defined in the case assignment mappings, the assignee is selected in round-robin manner from the support group that the case is assigned to.
  • Round-robin assignment not enabled at a global levelIf an assignee is not defined in the case assignment mappings the agent needs to manually assign the case to an agent.

Related topics

Automating case assignment by configuring assignment mapping

Configuring automatic case assignments

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