Close popover

Table of Contents

Configuring custom routing logic for assignments

Version:

Determine which user or team receives an assignment in a case by configuring custom routing logic. By using an activity instead of business logic, you can access advanced features that support complex use cases.

As a best practice, use business logic instead of an activity to route assignments, because this method is more flexible and easier to maintain. For more information, see Assigning users automatically at run time.

  1. In the navigation pane of Dev Studio, click App.

  2. On the Classes tab, expand the case type where you want to edit the assignment, and then click Process Flow .

  3. In the Flow form, on the Diagram tab, double-click an assignment.

  4. In the Assignment properties dialog box, in the Routing section, from the Route to list, select Custom.

  5. Choose a type of destination for the assignment:

    • To route the assignment to a specific user or worklist, in the Assignment type list, select Worklist.
    • To route the assignment to a team or work queue, in the Assignment type list, select Work queue.
  6. Specify the router activity that sets the AssignTo parameter to the name of a worklist or a work queue:

    • To use an existing activity, in the Router field, press the Down arrow key, and then select the router activity.
    • If you do not have an activity defined, in the Route to list, select Operator, and then provide the name of the property that stores an operator ID.
  7. If the router activity accepts parameters, in the Parameters section, enter values for these fields.

    You can provide the name of a decision tree that finds a worklist based on the skill set of a user, when you use the Work-.ToDecisionTree router activity.
    You can provide the name of a work queue and a list of required skills when you use the Work-.ToSkilledWorkbasket router activity.
  8. Optional:

    If you route the assignment to a work queue, to send the assignment to the user who is currently processing the case when no work queue is found, in the Advanced section, select the Use current operator when work queue not found.

  9. Click Submit.

  10. Click Save.

  • Assignment shapes in flows

    Assignment shapes represent tasks that users complete in a flow. To ensure that your business process meets all your unique requirements, you can add an assignment shape for each place in the business process that requires human judgment and input.

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.