How do I manage assignment rules?

Let's go over how you define the rules for service assignment.

Here are some guidelines that you need to follow when you're defining matching rules for assigning work items to queues:

• You must define the rule set with Number of Candidates = 1. The application enables only one queue to be assigned to a service request (SR).

• You have the option to select or deselect the Use Score option on a rule set. If you select Use Score, then for every rule in the rule set, you must indicate the amount to increase the score when the rule is true. You must then associate the rule set to queues that receive that score. All the rules in a rule set are executed, and the queue with the highest total score is selected.

• If the rule set has multiple rules and you didn't select the Use Score option, you must define the criteria for each rule to be mutually exclusive from other rules in the rule set. This ensures that the resulting queue assigned by the application is predictable in all situations.

You can use the operators listed in this table to define the conditions for SR assignment rules.

Operator	Description	Value	Used in hierarchy?	Example
Equals	The value of a field equals a specific value.	Single	No	If the rule condition is set as Service Request Severity Equals High, only an SR with the severity value of High matches the condition.
Does not equal	The value of a field doesn't equal a specific value.	Single	No	If the rule condition is set as Service Request Severity Does not equal High, an SR with severity value of Low or Medium matches the condition.
In	The value of a field is one of a list of values.	Single or Multiple	No	If the rule condition is set as Service Request Problem type Code In Docs, Product, an SR with the problem type code value of Docs or Product matches the condition.
In including children	The value of a field is one of a list of values. Indicates that the rule applies if an attribute value matches to any of the attributes in the parent-child hierarchy of the current attribute.	Single or Multiple	Yes	If the rule condition is set as Service Request Product Group In including children Apple, any SR with the Apple product group or any of its children, such as iPhone, iPhone 6s, iPhone 7, iPad, iPad1, and iPad 2 match the condition.
Not in including children	The value of a field isn't in a list of values. This value is only relevant for category or product fields that are hierarchical. Indicates that the rule applies if the specified attribute value matches the top level of the attribute. This option doesn't include the attribute values of the children of the current attribute.	Single or Multiple	Yes	If the rule condition is set as Service Request Product Group Not in including children iPad, an SR with the Product Group value of iPad or any of its children, such as iPad1 or iPad2 doesn't match the condition. However, an SR with the Product Group value of Apple, iPhone, or iPhone 6s matches the condition.
Not in	The value of a field isn't in a list of values.	Single or Multiple	No	If the rule condition is set as Service Request Problem Type Code Not in Docs, Product, an SR with the problem type code value of User doesn't match the condition. However, an SR with a problem type code of Docs or Product is a match.
Is blank	The value of a field doesn't contain a value.	N/A	No	If the rule condition is set as a Service Request Internal Priority Code Is blank, an SR without an internal priority code value is a match.
Is not blank	The value of a field contains any value.	N/A	No	If the rule condition is set as Service Request Account Is not blank, an SR with an associated account is match, but not an SR without an account.

To manage SR assignment rules:

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

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Service Assignment Rules

2. On the Manage Service Assignment Rules page, select a Category based on the following.

   • Generic Queuing Rules: Rules set for all types of work items.

   • HR Service Request Queuing Rules: Rules set for HR Help Desk SR.

   • Service Request Queuing Rules: Rules set for CRM SR.

3. Create a new rule set by clicking the Plus icon in the Rule Sets work area, and then enter the required information.

4. Create rules for the rule set by clicking the Plus icon in the Rules work area.

5. In the Create Rule window, enter a name for the rule in the Name field.

6. From the Rule Applies If drop-down list, select Any conditions met.

7. Add a condition by clicking the Plus icon in the Conditions work area, and then define the required attribute.

   If an attribute is hierarchical, such as Category Name and Product Group, Not In Including Children and In Including Children operators are displayed as choices. For more information about the operators, see the table with the list of operators.

8. (Optional) Add additional conditions.

9. In the Action: Assign Queue region, click the Plus icon to select a queue.

10. In the Select and Add Queue window, search for and select a queue.

11. Click OK.

12. Click Save and Publish to publish the assignment rules.

The service assignment has been defined.

Note: You must republish the assignment rules each time the rule is changed. Also republish the rules each time the associated queue is deleted, enabled, or disabled.