Following on from my earlier Assignment Manager post, I thought I’d close this area up with a quick look at using the Criteria that we created as part of a new Assignment Rule.
A quick reminder of where we got to:
- We have a new Assignment Criteria called ‘Case Priority’
- We want to assign Case records with different Priorities to specific Positions
We’ve done all of our work in Tools, so compile and deploy everything you’ve done so far and get logged into the client.
Setting up Assignment Rules
- Navigate to Site Map > Administration – Assignment > Rule Group List
- Create a new Rule Group – Case Assignment and drill down into it
- Create a new Rule – Case Priority, specifying ‘PUB Case’ as the Assignment Object and a sequence of 1 and drill down into it
- Create a new Criteria record using the Criteria we defined – Case Priority
- Comparison Method is ‘Compare Object to Person’ – we want to compare the Case Priority against Positions that will work on those Cases
- Use a score of 100 and a minimum score of 50
- Back in Assignment Rules List, click ‘Release’
Setting up Position Assignment Skills
- Navigate to Site Map > Administration – Group > Positions
- Drill down on any Position for now – this is just an example
- Under Assignment Skills, create a new record
- Choose the ‘Case Priority’ assignment criteria and in the Skill Items applet pick a priority
- When Assignment is executed against a Case, if the Case priority matches the one we’ve defined above (Compare Object to Person) then the Case will be assigned to that Position.
You can use the Assignment Business Service (Synchronous Assignment Manager Requests) to test your rules against a specific Case Id using the ‘Assign’ method.
Okay, let’s have a look at exposing a new attribute on which to base our assignment. As I’m working on the Public Sector vertical at the moment, let’s stick with the ‘HLS Case’ BC. Just to add interest to the mix, Oracle have called the Assignment Object ‘PUB Case’ – just so you know. For those not in the know, the HLS prefix originates from Siebel’s Homeland Security vertical product, the predecessor to the more encompassing Public Sector vertical product.
Let’s expose the Case Priority as an assignment criteria. We can use this to direct high priority cases to a special team (Position / Organisation) or person (Employee). Here are the steps required:
- Create and lock a new project for your work
- Determine the table and column where our data resides. Look up the HLS Case BC and locate the ‘Priority’ field. You’ll see that this sits in PRIORITY_TYPE_CD on S_CASE
- In Tools, create a new Workflow Policy Column object, using the table and column details we derived above
- In Workflow Policy Object, find and checkout the PUB Case object and expand the PUB Case Workflow Policy Component
- Add the newly created Workflow Policy Column object as a child record
- Create a new Assignment Attribute object, specifying the ‘PUB Case Priority Picklist’ item for ease of use
- As a child of this, add the Workflow Policy Column object that we created above
- Create a new Assignment Criteria object. Call it ‘Case Priority’ and either define a symbolic string or override the display value
- Add the Assignment Criteria Attribute object, that we created earlier, as a child object of this. The ‘Display Sequence’ and ‘Store Column’ parameters of this will determine where the field is displayed when adding as a skill item or within an Assignment Rule
That’s it! Case Priority is now available to add to a rule and as a skill.
Next time we’ll look at how to make this work – we’ll define a position that will own ‘High’ priority cases and create a rule to automatically assign new cases with this priority to that position.
It’s been a while since I put up a technical post so I thought I’d kick off with some Assignment Manager action! Since Siebel Bootcamp, I’ve not touched on Assignment Manager in any of my projects. My current Public Sector implementation is using it for Case assignment and it’s given me an opportunity to get to know the technology a bit better. Hopefully I can share some of that with you over the coming weeks.
For those not in the know, Assignment Manager (AM from now on, to save me typing!) is a technology that allows the allocation of objects such as Opportunities, Service Requests, Cases and Activities, to ownership objects within your Siebel implementation: employees, positions and organisations. It does this, is essence, using some key features:
- Assignment Objects
- Assignment Criteria
- Assignment Rules
- Assignment Skills
Think of objects as a parallel abstraction of the data layer to a business layer. Not quite a Business Component but sharing many of the same properties: imagine a simplified BC definition, where fields are exposed via columns and joins. These make up the SR, Opportunity objects and the key attributes of those which will be the basis of their assignment. Assignment criteria, rules and skills all go towards matching up attributes of the object to equivalent or related attributes of the assignee, be that a person, position, organisation or a mixture of both.
Don’t get too bogged down in the detail of it all though. In the coming weeks, I’ll hopefully show you that’s it’s not all that complicated and defining new Assignment Criteria and associated Assignment Rules is actually pretty straight forward!
If you can’t wait any longer, there’s always the Assignment Manager Guide on Bookshelf!
See you next time!