Add an Assignment rule

This rule enables you to automatically distribute records (such as tasks or records) to the groups and assignees who are most able to process them.

To add an Assignment rule, follow these steps:

1. In the System Navigator, click Tailoring > Process Designer > Rule Sets.

2. Click Search to open the Rule Set form, and then select the rule set to which you want to add the rule.

   Note You can edit user-defined rule sets only. Out-of-box rule sets are labeled as HPE Proprietary and cannot be modified.

3. Click Add Rule to open the Select Rule Type page, and then click Assignment.
4. Type a description in the Rule Description field.

5. Click Edit to add conditions to the rule.

   Note If you do not specify a condition, the value defaults to Always.

6. Select one of the following assignment types:
   

   • Automatic - take first: Service Manager automatically assigns the record to the first group or assignee that is identified in the Group Assignment and Individual Assignment panes (see step 7 and step 8).
     
   • Manual - let the user choose: Service Manager presents a list of potential assignment groups and assignees to the user who has triggered the rule.

7. In the Group Assignment pane, configure the group to whom the record is assigned when the rule is triggered (that is, the value that is inserted into the field which you specified in the Group Field Name field). To do this, follow these steps:

   1. In the Group Field Name field, enter the name of the field in which the name of the group that you want to assign the records to is stored.
   2. In the Default Group field, enter the group to which the record is assigned if the remaining rules do not return a specific group.
   3. Select one of the following options to configure the assignment rule:
      • Service Based: Returns the groups that are defined in a specified service
        
      • Fixed: Automatically inserts a fixed value into the field that you specified in the Group Field Name field

      • Set Using JavaScript: Determines the group to whom the record is assigned based on a JavaScript

8. In the Individual Assignment pane, configure the assignee to whom the record is assigned when the rule is triggered.

   Note Assigning tasks or records to specific assignees is optional. If you want to assign records to a group only, select the None option.

   To do this, follow these steps:

   1. select one of the following options to configure the assignment rule:

   • Assign To Group Member: Automatically assigns the record to a member of the configured group. Records can be assigned on a round robin basis or to the assignee who is currently assigned the lowest number of records.

     • If you select the Round robin option, enter the field in which the time used for the calculation is stored in the Assignment Time Field Name field. Then, select the number of days that are taken into consideration when the assignment is calculated. The default value is 60 days.
     • If you select the Number of Assigned Tickets option, click Edit Query to open the condition editor and create the filter that determines the assignee.

   • Assign To Coordinator: Assigns the record to a coordinator of your choice in the specified group

   • Fixed: Automatically inserts a fixed value into the field that you specified in the Assignee Field Name field

   • Set Using JavaScript: Determines the assignee to whom the record is assigned based on a JavaScript

   2. In the Assignee Field Name drop-down list, select the field in which the name of the assignee to whom you want to assign the record is stored.

9. Click OK to add the new rule to the rule set.

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Related concepts

Process Designer
Process Designer security model
Adding a rule

Related tasks

Create a rule set