How do I manage assignment objects?

You need to select attributes from the case assignment object that you want to make available in your rules. But note that this procedure is optional, because ready-to-use fields are already provided for all the objects.

Note: You must not modify the configuration for any of the ready-to-use objects. If you modify the configuration, the Case Queue Assignment process can't run successfully. But you can add new attributes or new child entities for the objects.

(Optional) To manage assignment objects:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Service Assignment Objects

2. On the Manage Service Assignment Objects page, add the queue attributes that you want to be available when you're setting up your rules:

   1. Click Queue.

   2. Click the Attributes tab.

   3. Add attributes to the list by clicking the Plus icon, and then selecting the View Object Attribute from the drop-down list.

   4. Click Save.

3. Add the case attributes that you want to be available when setting up your rules:

   1. Click Case.

   2. Click the Attributes tab.

   3. Add attributes to the list by clicking the Plus icon, and then selecting the View Object Attribute from the drop-down list.

   4. Click Save.