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.

1. Go to Navigator > Others > Setup and Maintenance.

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

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Service Assignment Rules

3. On the Manage Service Assignment Rules page, select Service Request Queuing Rules from the Category drop-down list.

4. In the Rule Sets section, click the Plus icon, and then enter the following information.

   • Name: Billing Adjustment Queue

   • Description: DX4C Billing Adjustment Queue

5. To create rules for the rule set, click the Plus icon in the Rules section.

6. In the Create Rule page, enter a name for the rule.

7. 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

8. 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

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

10. In the Select and Add: Queue dialog box, search for, and select a queue.

11. Click Apply.

12. Click Save and Close.

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

The service request assignment is 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.