Usage
Assign Rules are used:
- Whenever a question is created through the Customer Desk;
- Whenever a question is received via email interface, after the Mail Rules have been applied;
- When a question is created or reassigned in Support Desk and the user wants the system to make the assignment automatically.
To define the assignee, the system uses the product and the area of the question as well as the presence of user-defined character strings in:
- Opener’s name;
- Question summary;
- Question body;
- Customer and question custom fields’ values.
Path
Setup tab – Workflow – Workflow rules – Assign Rules section
Procedure
To define the assignee for all records for which no rule exists, choose a user in the Assign all unassigned records picklist field. If, after applying all available Assign Rules, no assignee has been found, the system assigns the question to the person you specify here.
To change a Rule, click on the Rule description in the list. To create an Assign Rule, press the Add Rule button below the Assign Rule list. You can also change the order in which the Rules are applied during question processing by pressing Move Up or Move Down buttons next to the Rules’ description in the list. The Rule at the top of the list is applied first, and the Rule at the bottom is applied last.
Example
You want all new questions be assigned to user Jane Coelridge if they:
- Relate to product SuperWebSiteEditor, and
- Relate to an Interface Problem, and
- Are created by customers from different departments of two companies: Acme and Emca.
First, you create a required customer field, say, ‘Company/Dept.’. Thus all Acme and Emca employees can be easily identified.
You also create the SuperWebSiteEditor product and the Interface Problems area within it.
Then, you create two Assign Rules:
- Rule 1: if product is SuperWebSiteEditor and area is Interface Problems and Company/Dept. contains Emca then assign to Jane.
- Rule 2: if product is SuperWebSiteEditor and area is Interface Problems and Company/Dept. contains Acme then assign to Jane.
Now, when the system receives a question that references interface problems in SuperWebSiteEditor, from a user who signed to be from Acme/IT dept or Emca Proc, it assigns this question to user Jane.
This example well illustrates the principle for all the three types of Rules.