Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Automating task assignments for line of business


As a case business analyst, you can configure automatic task assignment for your line of business by using one of the following methods:

Important

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

To configure task assignment mapping

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings .
  3. Navigate to Task Management > Assignment Configuration.
  4. On the Task Assignment Configuration page, from the Line of Business list, select the line of business for which you want to create an assignment configuration.
    If you have access to a single line of business, the line of business is selected by default.
  5. Click + Task Assignment.
  6. In the Create Task Assignment Mapping pane, complete the following fields:

    FieldAction
    Line of BusinessThe line of business that you selected to create the event is displayed.
    Company

    Select the company for which you want to apply the task assignment mapping. Select one of the following options:

    Global—The task assignment mapping is available to all companies in a tenant.

    A company name—The task assignment mapping is only available to the selected company.

    NameEnter a unique name for the task assignment mapping.
    Query Expression

    Click Build Expression to define the task assignment mapping rules and complete the following:

    1. In the Expression Builder pane, in Fields, select the variable that you want to map with the support group.
    2. In Operators, select the operator for the expression.
    3. In Value, select the value for the selected variable.
    4. Click Save.
    Support GroupSelect a support group from the list.
    AssigneeSelect an assignee from the list.
    Only users directly related to the selected support group are listed.
  7. Click Save.

After you have configured the task assignment mapping, you can do the following:

  • Change the order of task assignment mappings. See To change the assignment mapping order.
  • Edit the task assignment mapping. On the Task Assignment Configuration page, select the task assignment mapping that you want to edit and click Edit.
  • Delete the task assignment mapping. On the Task Assignment Configuration page, select the task assignment mapping that you want to delete and click Remove.

To change the assignment mapping order

The task assignment mappings are applied to tasks in the same order as they are defined in the Task Assignment Configuration screen. However, you can drag the assignment mapping as shown in the following image to change the order of the assignment mapping:

To configure round-robin task assignment at a global level

  1. Log in to BMC Helix Business Workflows as a case business analyst, and click Settings .
  2. Select Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, click TASK_INDIVIDUAL_ASSIGNMENT_METHOD

  4. From the Configuration Value list, select Round Robin.

  5. Click Save.

Related topics

Automatic task assignment

Creating and editing case templates



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