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1 Auto Assignment Date: 23 rd August 2017 Page 1 of 29

2 Document Version History # Date Author Reason Version 1 23/08/17 Pragmasys Initial Version 0.1 Page 2 of 29

3 Table of Contents 1. Introduction Direct Assignment Round Robin Load Balancing Assignment of a record using round robin/load balancing with category Assignment based on category..28 Page 3 of 29

4 1. INTRODUCTION Purpose of this Guide This user manual is designed to demonstrate how an auto assignment plugin is configured for the assignment type user or group. It illustrates the assignment logic as below: a. Direct Assignment, assignment type is user b. Round Robin Assignment c. Load Balancing d. Assignment of the records using round robin/load balancing based on category e. Assignment of the records based on category Page 4 of 29

5 2. DIRECT ASSIGNMENT Pre-requisite: Register New Step after the assembly is registered. Specify the below: Message: Event Primary Entity: Entity Name Filtering Attributes: Select the attribute Execution Order: Specify the order Eventing Pipeline Stage of Execution Page 5 of 29

6 Scenario 1 Step 1 - Click on the menu bar followed by Settings sitemap. Now click on the Auto Assignment present below the Extensions option. Page 6 of 29

7 Step 2 - The below snapshot depicts the configuration part for auto assignment. Here the assignment type is categorized into User and Group. Assignment Type a.) User b.) Group Also, there is a list of entities which needs to be specified in the schema name field. The entity specified in the schema name implies that the assignment will trigger on creation of that respective entity. Schema name = Can be any entity Assignment type is user List of entities Page 7 of 29

8 Step 3 Select the schema name and specify the user name to whom the case should get assigned to. Here a user is selected as highlighted below and save the record. Assignment type = User Schema Name = incident Display Name = Case Select the user Select the schema name Specify the display name Page 8 of 29

9 TEST RESULT OF DIRECT ASSIGNMENT: Creation of a case Click on the menu bar followed by Services sitemap. Now click on the Cases present below the Service option Page 9 of 29

10 Click on the + NEW CASE button Create a case and save it As per the configuration the case gets assigned to the user Page 10 of 29

11 3. ROUND ROBIN ASSIGNMENT Scenario 1 Configuration for round robin Select an entity Assignment Type Group Page 11 of 29

12 TEST RESULT OF ROUND ROBIN ASSIGNMENT: Creation of a case Assignment will happen based on round robin configuration Assignment Logic The case count is updated against that user Page 12 of 29

13 Scenario 2 - When the case counter is same for all the users. Here the counter is one for all the below users. Page 13 of 29

14 TEST RESULT OF ROUND ROBIN ASSIGNMENT: Creation of a case Counter resets The counter is set to zero after the case count is equal for all the users Page 14 of 29

15 NOTE: Here the round robin configuration can also work for one or more teams. In such cases, there needs to be made same/different configurations as per the team for the same assignment logic. Page 15 of 29

16 4. LOAD BALANCING ASSIGNMENT Scenario 1 Configuration for Load Balancing assignment Assignment Type is Load Balancing The counter will be set to zero only once Specify the display name Page 16 of 29

17 TEST RESULT OF LOAD BALANCING ASSIGNMENT: Creation of a case Assignment Logic The case count is updated against that user Page 17 of 29

18 Scenario 2 - When the case counter is same for all the users. Th e counter is same for all the u ser s Page 18 of 29

19 TEST RESULT OF LOAD BALANCING ASSIGNMENT: Creation of a case Updates the case count of the user Page 19 of 29

20 Scenario 3 Load balancing assignment works as per the lowest record count NOTE: Here the load balancing configuration can also work for one or more teams. In such cases, there needs to be made same/different configurations as per the team for the same assignment logic. Page 20 of 29

21 TEST RESULT OF LOAD BALANCING ASSIGNMENT: Creation of a case Assignment works as per the lowest record count available between the users Page 21 of 29

22 5. ASSIGNMENT USING ROUND ROBIN/LOAD BALANCING BASED ON CATEGORY a.) Assignment of the records using Round Robin based on category Step 1 Assignment based on category Logic Type = Round Robin, Category = YES Mention all the below details: Category Column Name Category Display Name Category Value Category set YES Specify the category details required Page 22 of 29

23 TEST RESULT OF ROUND ROBIN ASSIGNMENT BASED ON CATEGORY: Creation of a case The category value one has priority high Assignment works as per the configuration Page 23 of 29

24 b.) Assignment of the records using Load Balancing based on category Step 1 Assignment based on category Logic Type = Load Balancing, Category = YES Page 24 of 29

25 Mention all the below details : Category Column Name Category Display Name Category Value Category set YES Specify the category details Page 25 of 29

26 TEST RESULT OF LOAD BALANCING ASSIGNMENT BASED ON CATEGORY: Creation of a case The category value one has priority high Assignment works as per the configuration Page 26 of 29

27 NOTE: Here assignment of the records using round robin/load balancing based on category can also work for one or more teams. In such cases, there needs to be made same/different configurations as per the team for the same assignment logic. Page 27 of 29

28 6.ASSIGNMENT OF RECORDS USING CATEGORY Step 1 - Configuration based on category Category set YES and user is mapped Category Details Page 28 of 29

29 TEST RESULT BASED ON CATEGORY : Creation of a case The category value one has priority high Assignment works as per the configuration Page 29 of 29

Auto Assignment. Date: 28 th September Page 1 of 26

Auto Assignment. Date: 28 th September Page 1 of 26 Auto Assignment Date: 28 th September 2017 Page 1 of 26 Document Version History # Date Author Reason Version 1 23/08/17 Pragmasys Initial Version 0.1 2 28/09/2017 Pragmasys Updated Functionality 0.2 Page