Create Service Request Assignment Rules
You can use assignment rules to automatically assign bill adjustment requests to queues. These assignment rules can be run on a schedule.
You must sign in as an administrator to do this task.
-
Go to Navigator > Others > Setup and Maintenance.
-
In the Setup and Maintenance work area, go to the following:
-
Offering: Service
-
Functional Area: Communication Channels
-
Task: Manage Service Assignment Rules
-
-
On the Manage Service Assignment Rules page, select Service Request Queuing Rules from the Category drop-down list.
-
In the Rule Sets section, click the Plus icon, and then enter the following information.
-
Name: Billing Adjustment Queue
-
Description: DX4C Billing Adjustment Queue
-
-
To create rules for the rule set, click the Plus icon in the Rules section.
-
In the Create Rule page, enter a name for the rule.
-
In the Conditions section, click the Plus icon to add a condition by and define the required attribute. Enter the following information and select it.
-
Object: Service Request
-
Attribute: Category
-
Operator: Equals
-
Value: Search for category short name ATC_BILLING_ADJUSTMENT
-
-
To add an additional condition, click the Plus icon and enter the following information.
-
Object: Service Request
-
Attribute: Status
-
Operator: Equals
-
Value: Search and select Waiting
-
-
In the Action: Assign Queue section, click the Plus icon to select a queue.
-
In the Select and Add: Queue dialog box, search for, and select a queue.
-
Click Apply.
-
Click Save and Close.
-
Click Save and Publish to publish the assignment rules.
The service request assignment is defined.
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.