On Demand Assignment Configuration

The base package provides configuration related to allowing your users to click the "Assign me a To Do" button on the Current To Do Zone on the sidebar. If your organization plans to use this feature, be sure that users are granted the Get Next Assignment the Current To Do Zone application service (FWLCTDEP).

Next Assignment Plug-in

In order for the user to get an assignment on demand, a Next Assignment algorithm needs to be plugged in on installation options. The algorithm is responsible for determining the next To Do entry the user should work on.

The product provides an algorithm out of the box (F1-NEXT-TDNS) that can assign work solely based on priority. Another algorithm (F1-NEXT-TDSK) may be used to only consider To Do entries the user has the proper skills to resolve. Your implementation may provide a different algorithm based on your own business rules.

Skills

To use the algorithm that attempts to match a user's skills to the To Do Type's skills, the product provides additional configuration that is needed.

  • Define skills. You need to define one or more measurable skills so that you can assign a skill level to both the To Do Types and to your users. The algorithm expects you to use predefined characteristic types, one for each different type of skill needed. Define the characteristic values as numeric, where the higher the number, the higher the experience / skill level. The characteristic type should configure both the To Do Type and the User characteristic entities.
  • Define message overrides, if applicable. If your To Do Type is used for exceptions, you may refine the skill needed for a given message. Do this by using an ad-hoc characteristic on the
  • Update your To Do types with the characteristic types that indicate the skills needed and the minimum skill level for each.
  • Skill requirements may also be overridden on a message level. The algorithm assumes an ad-hoc characteristic on To Do Type is used to capture skill override for a given message. The ad-hoc value format is as follows: msg=12,12011 skill=BILL-EXC level=1 where msg is the message number, skill is the characteristic type defining the type of skill and level is the minimum skill level.
  • Update your users that work on To Dos to indicate all their capable skills and skill levels. Create a characteristic entry for each skill defined and use the characteristic value to indicate the user's skill level. The algorithm provided will ensure that the user's skill is equal to or higher than the required skill for the To Do Type.
  • Register the characteristic types you are using for skills so that the algorithm knows which ones to evaluate. Go to Feature Configuration and find (or create) the feature with the To Do Options feature configuration type. Define an entry with the option type Skill for each characteristic type defined.
  • Register the characteristic type you are using to indicate the Override Skills for a message level override on the same feature option. Define an entry with the option type Override Skill for the characteristic type.

The base To Do Post Processing To Do Type algorithm F1-VAL-SKILL validates that a user has the necessary skill levels required to work on a given To Do entry.