Service Request Queue Assignment

Use the Service Request Queue Assignment scheduled process to assign service requests to queues.

This scheduled process:

1. Finds unassigned service requests.

2. Executes queue assignment rules.

3. Assigns matching service requests to appropriate queue.

When to Use

Use this scheduled process to make sure every service request is assigned to a queue.

Privileges Required

Verify that you have the following privilege or roles:

• Roles

  • ORA_SVC_HELPDESK_ADMINISTRATOR

  • ORA_SVC_SR_ADMINISTRATOR

• Privilege

  • MOW_RUN_BATCH_ASSIGN_PROCESS_PRIV

Before You Start

Review the following before scheduling this scheduled process:

• Recommended Frequency:

  • On regular intervals, for example, hourly, daily or weekly depending on volume of service requests.

• Execution Time:

  • This scheduled process should run within seconds for a single service request, but could take few minutes or longer for multiple service requests depending on the number of unassigned service requests and number of queue assignments rules.

• Compatibility:

  • For this scheduled process to assign service requests to queues correctly, queue assignment rules must have been defined and published using the Manage Service Assignment Rules task.

  • This scheduled process modifies service request objects by populating the Queue field.

  • This scheduled process could be configured to work on Customer Relationship Management service requests or Human Capital Management service requests.

  • If you need a scheduled process to handle both Customer Relationship Management service requests and Human Capital Management Service Requests, you must configure two separate instances of this job with different parameters. Out of the two instances, one instance is for Customer Relationship Management service requests and another one is for Human Capital Management service requests. See the Parameters section.

Parameters

You can specify some of the following parameters for Customer Relationship Management Service Requests:

Parameter	Optional or Mandatory	Description	Parameter Values	Special Combinations Required	Notes
Work Object_Code	Mandatory	Indicates business objects that get assigned to agents, such as, service requests.	ORA_Service_Request_Work_Object	None	None
Candidate Object Code	Mandatory	Indicates objects that are the possible pool of assignment candidates, such as queues.	ORA_Queue_Candidate_Object	None	None
Assignment Mode	Mandatory	Indicates the type of assignment processing. Matching is the only mode that is supported.	Matching	This value is driven by List of Values. Only Matching is supported.	None
View Criteria Name	Mandatory	Specify a view criteria name from the View Criteria table.	See the View Criteria table.	None	None
View Criteria Bind Values	Mandatory	Specify the view criteria bind values of the associated view criteria name from the View Criteria table.	See the View Criteria table.	No spaces are allowed in the value.	None
Rule Category ID	Optional	Not applicable for this process. Indicates the type of rule-processing that must be performed. For example, matching, scoring or classification, and so on.	Must be blank.	None	None
Rule Category Name	Optional	Indicates the type of rule-processing that must be performed. For example, matching, scoring or classification, and so on.	Must be blank.	None	None
Grouping Attribute	Optional	Not applicable for this process.	Must be blank.	None	None
Replace Team	Optional	Not applicable for this process.	Must be blank.	None	None
Number of Work Objects per Sub Process	Optional	Indicates number of records each sub job processes.	Default value is 1000.	This parameter (along with Max Sub Processes per Process) helps tune the performance of the scheduled process.	None
Maximum Sub Process per Process	Optional	Indicates max number of sub jobs to be spawned for the given scheduled process.	Default value is 10.	This parameter (along with Number of Work Objects per Sub Process) helps tune the performance of the scheduled process.	None
Metrics Logging Interval	Optional	Indicates the number of work objects in a subprocess before logging assignment metrics, such as update metrics after processing 100 service requests. This is used if your object support Enterprise logging for assignment.	100	None	None
Test Data Parameters	Optional	Not applicable for this process.	Must be blank.	None	None
Diagnostic Mode	Optional	Indicates if the process must be run in diagnostic mode to view the details of assignment processing in an output log.	Not selected by default.	None	None

The following View Criteria table lists the view criteria name and their view criteria bind variable used to select Customer Relationship Management Service Requests compared to Human Capital Management Service Requests.

View Criteria Name	View Criteria Description	View Criteria Bind Values
OpenSRsUnassignedToQueueByStripeCd	Indicates the view criteria used to identify the service requests to be assigned.	BindStripeCd=ORA_SVC_CRM
OpenSRsUnassignedToQueueByStripeCdAndSRNumber	Indicates the view criteria used to debug by filtering by the Service Request Number. You must run the schedule process by turning on the diagnostic mode. As an Assignment Manager, you can take decisions regarding the service queue using the logs.	BindStripeCd=ORA_SVC_CRM,BindSrNumber=<Service Request Number> Note that you must specify the Service Request Number instead of <Service Request Number>.

You can specify some of the following parameters for Human Capital Management Service Requests:

Parameter	Optional or Mandatory	Description	Parameter Values	Special Combinations Required	Notes
Work Object_Code	Mandatory	Indicates business objects that get assigned to agents, such as, service requests.	ORA_HCM_Service_Request_Work_Object	None	None
Candidate Object Code	Mandatory	Indicates objects that are the possible pool of assignment candidates, such as queues.	ORA_HCM_Queue_Candidate_Object	None	None
Assignment Mode	Mandatory	Indicates the type of assignment processing. Matching is the only mode that is supported.	Matching	This value is driven by List of Values, but only one value, that is, Matching is supported.	None
View Criteria Name	Mandatory	Specify a view criteria name from the View Criteria table.	See the View Criteria table.	None	None
View Criteria Bind Values	Mandatory	Specify the view criteria bind values of the associated view criteria name from the View Criteria table.	See the View Criteria table.	No spaces are allowed in the value.	None
Rule Category ID	Optional	Not applicable for this process. Indicates the type of rule-processing that is performed. For example, matching, scoring or classification, and so on.	Must be left blank.	None	None
Rule Category Name	Optional	Indicates the type of rule-processing that is performed. For example, matching, scoring or classification, and so on.	Must be left blank.	None	None
Grouping Attribute	Optional	Not applicable for this process.	Must be left blank.	None	None
Replace Team	Optional	Not applicable for this process.	Must be left blank.	None	None
Number of Work Objects per Sub Process	Optional	Indicates number of records each sub job processes.	Default value is 1000.	This parameter along with Max Sub Processes per Process helps tune the performance of the scheduled process.	None
Maximum Sub Processes per Process	Optional	Indicates max number of sub jobs to be spawned for the given scheduled process.	Default value is 10.	This parameter along with Number of Work Objects per Sub Process helps tune the performance of the scheduled process.	None
Metrics Logging Interval	Optional	Indicates the number of work objects in a subprocess before logging assignment metrics, such as update metrics after processing 100 service requests. This is used if your object support Enterprise logging for assignment.	100	None	None
Test Data Parameters	Optional	Not applicable for this process.	Must be left blank.	None	None
Diagnostic Mode	Optional	Indicates if the process must be run in diagnostic mode to view the details of assignment processing in an output log.	Not selected by default.	None	None

The following View Criteria table lists the view criteria name and their view criteria bind variable to select Customer Relationship Management Service Requests compared to Human Capital Management Service Requests.

View Criteria Name	View Criteria Description	View Criteria Bind Values
OpenSRsUnassignedToQueueByStripeCd	Indicates the view criteria used to identify the service requests to be assigned.	BindStripeCd=ORA_SVC_HCM
OpenSRsUnassignedToQueueByStripeCdAndSRNumber	Indicates the view criteria used to debug by filtering by the Service Request Number. You must run the schedule process by turning on the diagnostic mode. As an Assignment Manager, you can take decisions regarding the service queue using the logs.	BindStripeCd=ORA_SVC_HCM,BindSrNumber=<Service Request Number> Note that you must specify the Service Request Number instead of <Service Request Number>.

Troubleshooting Information

Use this information to troubleshoot the scheduled process.

• To submit the job, you must enter all the mandatory parameters and click Submit. The scheduled process's main user interface page would show the process that was scheduled.

• The main job starts the sub processes depending on the number of records to process and waits until all sub process are completed.

• If a particular run for service request queue assignment job fails, next run should pick up unassigned service requests.