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:

• Using task templates. See Creating-case-templates-and-task-templates.
• Defining task assignment mappings based on information, such as category tiers, priority, label, region, site, and task type. See To configure task assignment mapping.
• Enabling round-robin method of assignment. See To configure round-robin task assignment.

To configure task assignment mapping

Learn how to configure task assignment mapping by clicking the right or left arrow in the following interactive image:

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

• Change the order of task assignment mappings. See Setting the order of task assignment mapping.
• Edit the task assignment mapping. In the Task Assignment Configuration page, select the task assignment mapping that you want to edit and click Edit.
• Delete the task assignment mapping. In 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-case-templates-and-task-templates