Configuring automatic case assignments

Before you begin

• Ensure that support groups are defined for your line of business and agents are added to the appropriate support groups.
  You can only assign cases to an individual that belongs to a support group. Learn more about creating support groups in Creating and modifying companies and organization structures.
• If you want to use the assignment mapping for a Flowset, ensure that you have defined the Flowset.

To configure qualification-based assignment mapping rules

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Select Case Management > Assignments.
4. On the Case 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.

1. Click Assignment configuration.

2. On the Create assignment configuration pane, define or modify the fields as indicated in the following table:

   Section or Field name	Action
   Assignment mapping name	Specify a unique name for the assignment mapping rule.
   Line of Business	The line of business that you selected to create the configuration is displayed.
   Company	Select the company for which you want to apply the assignment mapping rule.If you want the assignment mapping rule to be available to all companies, select Global under Company. A global assignment mapping can be used as the default auto assignment mapping when no assignment is defined for the company.
   Flowset	If you want to use the assignment for a flowset defined for a particular line of business, select the appropriate flowset.
   Advanced configuration	Enable Advanced configuration to define a qualification or query expression for the assignment mapping rule based on all available case fields, including custom fields. By default, Advanced configuration is enabled if qualification-based case assignment configuration is enabled for a line of business. Learn how to enable qualification-based case assignment for your line of business in Enabling-qualification-based-case-assignment-for-your-line-of-business.
   Use as default	Select to set the assignment rule as the default assignment rule for the company that you selected earlier. You cannot define a qualification or query expression for the default assignment configuration. Best practice We recommend that you define a default case assignment mapping rule for each company. Important The default assignment mapping is used only if: No best match is found in the assignment mapping rules. Flowset, case categories, and priority do not match the case template. You can set only one default assignment mapping rule for a company. For example, you have defined assignment mappings for the HR Flowset and Case Priority, High. The default assignment mapping is used for cases where no Flowset is selected, or a Flowset other than HR is selected, and the case priority is not set to High.
   Precedence	Specify a numeric value to set the precedence for the assignment rule. The default precedence value is 500. The precedence helps to prioritize rules when there are conflicting rules.
   Query expression	Click Build Expression to define a qualification or query expression for the assignment mapping rule and complete the following actions: In the Qualification Builder screen, in Fields, select the variable that you want to map with the support group. In Operators, select the operator for the expression. In Value, select the value for the selected variable and click Add. Similarly, you can add multiple conditions by using different operators, such as AND, OR, and NOT. Click Save. The following image shows an example of a qualification defined in the Qualification Builder:
   Support group and Assignee	Select a support group and then select an assignee from the list. Only users directly related to the selected support group are listed in the Assignee list. Important If there is an active domain, support groups from only that domain are displayed.

   The following image shows an example of qualification-based assignment mapping configuration:

   

3. Click Save.

On the Case assignment configuration page, view the assignment mapping rules configured for your line of business. To filter the assignment mapping rules by company, in the Company field, select the required company. The default value is Global. The Global assignment mapping rules are available to all companies.

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

• Change the order of case assignment mapping rules. See To change the order of assignment mapping rules.
• Edit a case assignment mapping rule.
  On the Case assignment configuration page, click for the assignment mapping rule that you want to edit and click Edit.
• Delete a case assignment mapping rule.
  On the Case assignment configuration page, click for the assignment mapping that you want to delete and click Remove.

To configure field-based assignment mapping rules

1. On the Case assignment configuration page, click Assignment Configuration.

2. On the Create assignment configuration panel, define or modify the fields as indicated in the following table:

   Section or Field name	Action
   Assignment Mapping Name	Specify a unique name for the assignment mapping rule.
   Line of Business	The line of business that you selected to create the configuration is displayed. Based on the line of business, the values for label, flowset, and categories fields are available for selection.
   Company	Select the company for which you want to apply the assignment mapping rule.If you want the assignment mapping to be available to all companies, select Global under Company. A global assignment mapping rule can be used as the default auto assignment mapping when no assignment is defined for the company.
   Flowset	If you want to use the assignment for a flowset defined for a particular line of business, select the appropriate flowset.
   Advanced configuration	Disable Advanced configuration to use the basic field-based configuration for the assignment mapping rule.
   Map with the Following Cases	Provide the following information: Select the case categories that you want to map with the support group. Select the case priority that you want to map with the support group. Select a label for the assignment mapping. You can filter the mappings based on a specific label.  To enable location-based case assignment, select the region, site group, site where the case must be assigned. The case gets automatically assigned to the relevant support group and assignee of the specific location. Important If there is an active domain, the values in the Category Tier 1 field belong to that domain. The regions and sites are populated according to the case business analyst's access to companies. If case business analysts have access to multiple companies, they can see all the regions and sites associated with those companies.
   Use as default	Select to set the assignment rule as the default rule for the company that you selected earlier. You cannot set any qualification or condition for the default assignment rule. Best practice We recommend that you define a default case assignment mapping rule for each company. Important The default assignment mapping is used only if: No best match is found in the assignment mapping rules. Flowset, case categories, and priority do not match the case template. You can set only one default assignment mapping for a company.
   Precedence	Specify a numeric value to set the precedence for the assignment rule. The default precedence value is 500.
   Support Group and Assignee	Select a support group and then select an assignee from the list. Only users directly related to the selected support group are listed in the Assignee list. Important If there is an active domain, support groups from only that domain are displayed.

3. Click Save. 

The following image shows an example assignment mapping configuration:

For a detailed example on how the mapping is applied to a case, see Example of how assignment and read-access mapping is applied when a case is created.

To change the order of assignment mapping rules

The case assignment mapping rules are applied to cases in the same order as they are defined on the Case Assignment Configuration page. To change the order of the assignment mapping rules, you can drag and drop the rules. If there are a large number of rules spanning multiple pages, specify a numeric value to set precedence.

The following short video shows how to change the order of the assignment mapping rule:

To configure round-robin case assignment at a global level

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Select Line of Business > Manage Line of Business.
4. (Optional) If you have access to multiple lines of business, select the line of business for which you want to configure the round-robin case assignment.
5. On the Application Configurations tab, click INDIVIDUAL_ASSIGNMENT_METHOD. 
6. From the Configuration Value list, select Round Robin.
7. Click Save.

After round-robin method of assignment is enabled, the system automatically assigns new cases and tasks to available agents.