Reviewing Triggers for Dynamic Assignment

The database triggers created by the Generate Triggers component detect record changes in the Siebel database and place an assignment request in the S_ESCL_REQ (escalation request) table for the Workflow Monitor Agent to pick up the request and invoke the Assignment Manager. However, triggers generated for Assignment Manager can reference other database columns not associated with assignment rules.

Caution: Make sure that triggers are generated only for an assignment policy's criteria. Large data loads can experience performance issues otherwise.

Do not modify the database triggers. However, before generating or applying triggers for dynamic assignment, you might want to review the trigger.sql file. It is recommended you work with your database administrator to do so.

Note: If you discover redundant triggers, then you must deactivate the appropriate assignment criteria and assignment attribute using Siebel Tools.

Complete the steps in the following procedure to review triggers for dynamic assignment. This task is a step in the Process of Running Dynamic Assignment.

To review triggers for dynamic assignment

1. Use Siebel Tools, or view the trigger.sql file (SIEBSRVR_ROOT/trigger.sql), to examine the appropriate table columns.

   For more information about using Siebel Tools, see Using Siebel Tools.

2. Disable the inappropriate columns by inactivating the assignment attribute column.

   For detailed information, see About the Relationship Between Attributes and Skills.

   If you inactivate only the assignment attribute column and leave the assignment attribute and assignment criteria active, then the assignment criteria appears in the user interface in the assignment administration views, which means that you can create assignment rules based on that criteria. The following is the result of this action based on whether or not the Employee Skill field is checked:

   • If the Employee Skill field is checked, then the assignment criteria is skill-based and, as such, continues to work for assignment rules. For example, the criteria works if you run batch assignment because that mode does not rely on triggers.

   • If the Employee Skill field is not checked, then the assignment criteria is object-based, and as such, relies on a valid assignment attribute column configuration. If you attempt to create assignment rules, then you get an error message when the task is run.

3. Drop and regenerate new triggers.

   See Generating Triggers for Dynamic Assignment Using the GUI

4. Recheck the trigger.sql file, to confirm that the trigger is no longer active.

   Note: When dynamic assignment is running, due to the database concurrency feature, some users might receive the following error when attempting to modify a record: The selected record has been modified by another user since it was received. Please continue. This result can occur because Assignment Manager updated the record by assigning it while a user was trying to edit it. In this situation, the user's changes might be lost. The solution is to refresh the query and reenter the changes.