Defining assignment policies to specify rules for assignment

You can define an assignment policy to specify the sequential rules for automatically assigning the application requests. The assignment rules are based on foundation data, for example, organization, categorization, criteria, and location data. As per the assignment rules, Excerpt named platformname was not found in document xwiki:Service-Management.Innovation-Suite.BMC-Helix-Platform.helixplatform._inclusionsLibrary.WebHome. identifies and assigns the request to the correct assignee. If multiple assignees are available, the predefined assignment methods are used to identify an assignee for the request. 

The following image shows the stages for configuring applications to automatically assign requests:

Before you begin

Before you create an assignment policy, ensure that the relevant foundation data is available. For example, if you want to assign the requests to an individual assignee, ensure that the Person foundation data is available.

To create individual entries of foundation data, see Populating common data elements through Foundation library. For loading foundation data in bulk quantities, see Loading-Foundation-data-in-bulk.

To create an assignment policy

1. Log in to Excerpt named productname was not found in document xwiki:Service-Management.Innovation-Suite.BMC-Helix-Platform.helixplatform._inclusionsLibrary.WebHome. and navigate to the Administration tab. 
2. Select Assignment > Assignment Policies. 
3. Click New Policy. The Create New Policy dialog box is displayed.

4. In the Introduce Policy tab, provide the following information: 

   Field	Description
   Policy Name, Description	Enter a name and short description for the assignment policy.
   Status	Select to view the status of the assignment policy after it is created, for example, active or inactive status.
   Select Record Definition	Select the record definition on which the assignment rules must be applied.
   Select field for group assignment	Select the field that must be used for assigning requests to a group of assignees.
   Return code field	Stores the code for success or failure of the assignment. This field can be used for debugging purposes. For example, the return codes such as 0, 1, 2, 3, 4, and 5.For more information about using return codes for debugging purposes, see Troubleshooting-automatic-assignment-issues.
   Enable assignment at individual level	Select to enable configuring the assignment at individual level. When enable, Excerpt named platformname was not found in document xwiki:Service-Management.Innovation-Suite.BMC-Helix-Platform.helixplatform._inclusionsLibrary.WebHome.  assigns the request to the support group, and then to the person within the support group.After you select to enable assignment at individual level, you can specify the assignment method, such as Round Robin, Load balancer by Number, and Load balancer by Capacity.
   Select field for individual assignment	Select the field that must be used for assigning requests to an individual assignee. By default,Excerpt named platformname was not found in document xwiki:Service-Management.Innovation-Suite.BMC-Helix-Platform.helixplatform._inclusionsLibrary.WebHome. uses Person foundation data for assigning requests to individual assignees.
   Return Code Description	Stores the successful Assignment Rule ID and the Assignment Qualification ID if the assignment was successful, or an error code if the assignment failed. This field can be used for debugging purposes. For example, the return code descriptions such as Support group and individual assignee are assigned.For more information about using return code descriptions for debugging purposes, see Troubleshooting-automatic-assignment-issues .

   The following image shows a completed Introduce Policy tab: 

   

5. Click Next.

6. In the Add/Prioritize Rules tab, create one or multiple assignment rules.

   If there are multiple assignment rules, the assignment is performed according to the sequence of the rules.

   To create an assignment rule, perform the following tasks:

   1. Click New Rule. 

   2. In the Add/Prioritize Rules tab, provide the following information: 

      Field	Description
      Rule Name, Description	Enter a name and short description for the assignment rule.
      Select Assignee Group	Select the support group to whom the requests should be automatically assigned to: Click the  icon. From the Support Groups list, click Select beside the support group that you want to assign the requests to.Note: You can select only one support group. Click Save.
      Select Assignment Method	Select the method for assigning requests. If multiple assignees are identified for a request, the specified assignment method is used to identify an assignee. For more information, see Methods for assigning requests.
      Create Condition	Build the expression to create a filter condition. Excerpt named platformname was not found in document xwiki:Service-Management.Innovation-Suite.BMC-Helix-Platform.helixplatform._inclusionsLibrary.WebHome. assigns the request only to the assignee that matches the condition during runtime.

      The following image shows an example of a completed Add/Prioritize Rules tab:

      

   3. To save the assignment rule, click Add.The newly-created assignment rule is displayed in the Add/Prioritize Rules tab.
   4. If you created multiple assignment rules, you can specify the sequential rules for automatically assigning requests by moving the assignment rule up or down.
      The following image shows how you can move an assignment rule up or down:
      

7. Click Save to create this policy.

   Note

    If you do not click Save, the assignment rules are not saved and the assignment policy is not created.

The newly created assignment policy is displayed in the Assignment Policies list. You can then define assignment processes to trigger the assignment rules.

Related topic

Enabling-automatic-record-assignment-in-an-application