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.
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Go to Navigator > Others > Setup and Maintenance.
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In the Setup and Maintenance work area, go to the following:
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Offering: Service
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Functional Area: Communication Channels
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Task: Manage Service Assignment Rules
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On the Manage Service Assignment Rules page, select Service Request Queuing Rules from the Category drop-down list.
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In the Rule Sets section, click the Plus icon, and then enter the following information.
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Name: Billing Adjustment Queue
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Description: DX4C Billing Adjustment Queue
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To create rules for the rule set, click the Plus icon in the Rules section.
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In the Create Rule page, enter a name for the rule.
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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.
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Object: Service Request
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Attribute: Category
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Operator: Equals
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Value: Search for category short name ATC_BILLING_ADJUSTMENT
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To add an additional condition, click the Plus icon and enter the following information.
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Object: Service Request
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Attribute: Status
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Operator: Equals
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Value: Search and select Waiting
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In the Action: Assign Queue section, click the Plus icon to select a queue.
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In the Select and Add: Queue dialog box, search for, and select a queue.
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Click Apply.
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Click Save and Close.
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Click Save and Publish to publish the assignment rules.
The service request assignment is defined.