Automatic case assignment

As a case business analyst, you can enable automatic case assignment in BMC Helix Business Workflows. You can define case assignments in the following ways:

• Case template–based assignment—Uses case templates to auto-assign cases to agents or support groups.
• Round-robin assignment—Uses assignment mapping to auto-assign cases based on availability of agents, so that cases are equally distributes among the agents of a support group.
• Case information–based assignment—Uses assignment mapping to auto-assign cases based on company, line of business, category, priority, or location. For example, location-based assignment allows automatic assignment of cases to regional support groups based on the case site and region information.
  

Case template–based assignment

For cases that are created by using the case template, 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 cases. The assignments that are defined in a case template take precedence over automatic assignments based on case assignment mapping. If you have defined only the support group and not the agent in the case template, you can combine the case template assignments with round-robin assignment and location-based assignment.

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

Round-robin assignment

You can enable individual level case assignment by using the round-robin method. When you enable round-robin assignment, cases are assigned to available agents of the support group, ensuring that assignments are equally distributed among agents of the support group. Round-robin assignment can be applied to cases that are assigned by using a case template or by using assignment mapping rules to a support group, but do not define an assignee. You can configure round-robin case assignment while creating a new case template or while updating an existing case template. You can also configure round-robin case assignment for cases that are created without using a case template.

For information about how to configure round-robin assignment, see To configure round-robin assignment.

Case information–based assignment

If you have not manually assigned a case to an agent or support group in the case template, cases get assigned automatically based on the case assignment mapping that you have set.

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

• Company
• Flowset
• Case category tiers
• Priority

• Region

• Site

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. For example, a Pune-based employee of ABC company travels to Mumbai office for work, and creates a case "access card not working". The case must be assigned to the Mumbai site Facilities group for quick resolution. In such situation, you can configure location-based case assignment so that when the employee creates a Facilities case, the case is automatically assigned to Mumbai Facilities support group. 

For more information about how to configure the case assignment mappings, see Configuring automatic case assignments.

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:

Related topics

Automating case assignment by configuring assignment mapping

Configuring automatic case assignments