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This documentation supports the 25.1 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Enabling qualification-based case assignment for your line of business


As a case business analyst, enable qualification-based case assignment for existing lines of business to configure assignment mapping rules based on a qualification or query expression. You can then define a qualification or query expression based on all available case fields, including custom fields. 

Qualification-based case assignment increases productivity for case agents by automatically assigning cases to relevant support groups based on case details. It ensures faster processing of cases, reduced turnaround time, and optimal assignment of cases.

Important

Qualification-based case assignment is enabled by default for new lines of business.

Video: Overview of assigning cases based on qualification

Watch the following video (3:36) for an overview of assigning cases based on qualification:

Play video icon.pnghttps://youtu.be/EjidPKdG0zE


Before you begin

Before enabling qualification-based case assignment configuration in the production environment, we recommended you configure and test the qualification-based assignment mapping rules in the tailoring or QA environment.

To enable qualification-based case assignment

As a case business analyst, enable qualification-based case assignment for existing lines of business. When you enable qualification-based case assignment configuration, existing field-based assignment rules, if any, are converted to qualification-based rules. 

Warning

After you enable QUALIFICATION_BASED_CASE_ASSIGNMENT configuration, you cannot disable it.

  1. Log in to BMC Helix Business Workflows as a case business analyst, and click Settings 23_3_SettingsIcon.jpg.
  2. Select Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, select QUALIFICATION_BASED_CASE_ASSIGNMENT.
  4. On the Edit Configuration pane, enable qualification-based case assignment for your line of business by selecting 23_3_ToggleButton.jpg.
  5. Click Save.

Results

After you enable QUALIFICATION_BASED_CASE_ASSIGNMENT for a line of business, the configuration is set to one of the following statuses:

Status

Description

Action

ENABLED

There are no existing case assignment mapping rules and qualification-based case assignment is enabled for your line of business.

Configure case assignment mapping rules. See Configuring-automatic-case-assignments.

IN_REVIEW

The existing field-based case assignment mapping rules are converted to qualification-based assignment rules. The case business analyst must review the converted assignment mapping rules. 

On the Case Assignment Configuration page, review and approve the converted assignment mapping rules. See To review and approve converted case assignment rules.

ERROR

The conversion of existing case assignment rules failed.

Rerun the failed conversion. See Troubleshooting.

Important

When the qualification-based case assignment configuration is in IN-REVIEW or ERROR state, the previous field-based assignment rules are used for case assignment.

To review and approve converted case assignment mapping rules

As a case business analyst, review the converted assignment mapping rules, reorder the precedence of the rules if necessary, and then approve it.

Important

If existing field-based case assignment rules include custom fields, the converted assignment mapping rules do not include the custom fields in the query expression.


  1. Select Case Management > Assignments.

    The Case Assignment Configuration page displays the converted case assignment mapping rules.

  2. Review all the case assignment mapping rules.

    By default, the precedence value of the assignment rules is 500.

  3. (Optional) Drag and drop to reorder or specify the precedence value to change the order in which the assignment mapping rules are applied to cases. Do not specify 0 (zero) as the precedence value.

    The precedence helps to prioritize rules when there are conflicting rules. When you change the order of the rules, the precedence for rules with the default precedence value is set based on increment or decrement logic. If you set a precedence value which is already set for another rule, two rules will have the same precedence value. You can drag and drop to change the order of the rule.

  4. After reviewing the assignment rules, in the banner displayed on top, click click here to confirm to approve.

    The status of QUALIFICATION_BASED_CASE_ASSIGNMENT configuration is changed to ENABLED

Troubleshooting

Error

Solution

When a case business analyst enables the qualification-based case assignment configuration, the conversion of existing case assignment rules in the line of business might fail and an error is displayed in the Case Assignment Configuration page, as shown in the following image:

This image shows qualification-based case assignment configuration page

Rerun the failed conversion in one of the following ways:

  • In the error message displayed on top, click Click here to retry.
  • On the Edit Configuration pane, click Retry.
    This image shows edit page configuration


 

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