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Defining Assignment Rules

You can use role priorities in assignment rules to support prioritized assignment of primary, secondary and tertiary field service engineers. Primary engineers receive the highest score, then the secondary engineers, and finally, the tertiary engineers.

After you assign role priorities to asset or account service team employees, you can define assignment rules for these priorities in Assignment Manager. Assignment Manager uses these assignment rules to determine dynamic candidates. Dynamic candidates are potential assignees for activities.

When you create the asset or account service team assignment, Assignment Manager controls the candidates that a user (for example, a dispatcher) can select.

When the dispatcher creates a new activity on the Activities screen, the dispatcher can specify an asset for the activity. When the dispatcher selects the Assign menu command, the assignment rules determine that only certain employees appear for selection. The employees appear according to their roles, and the primary candidates receive higher scores than secondary and tertiary candidates. Using this information, the dispatcher can select the most appropriate candidate for the activity.

For example, if you associate an activity with an asset, and that asset has a team of employees, then you can configure Assignment Manager to automatically consider these employees for an activity. The same employees are available as potential candidates for other activities. These employees are the dynamic candidates. For more information about how dynamic candidates are determined for activities, see Siebel Assignment Manager Administration Guide.

This task is a step in Process of Administering Assets.

To define an assignment rule

1. Navigate to the Administration - Assignment screen, then the Assignment Rules List view.
2. Create a new assignment rule record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Name	Type the name of the assignment rule.
   Objects to be Assigned	Select the Activity object.
   Rule Group	Select the group to include the assignment rule.
   Person Candidates Source	Select Activity Asset Team.

3. Drill down on the Name field.
4. In the Criteria view, and create a new criteria record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Rule Criterion	Select Asset Team Relation Type to define an asset service team assignment rule. Select Account Team Relation Type to define an account service team assignment rule.
   Comparison Method	Select Compare to Person.

5. Scroll down to the list of criteria detail, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Score	Type the score for each account relationship type. For example, type 100 for the primary relationship, 50 for the secondary relationship, and 25 for the tertiary relationship.
   Account Relation Type	Select the account relationship type. Create a record for the primary relationship, the secondary relationship, and the tertiary relationship.