Choosing an assignee at run time

You can use custom routing logic to determine which user receives an assignment in a case. By replacing hard-coded names with conditions that your application evaluates at run time, you can improve the flexibility of your cases.

You can use business logic or an activity to implement your custom routing logic.

Routing by business logic

Use this approach when the assignment is worked on by a specific user in some cases, and routed to a shared work queue in other cases.

In the Explorer panel, click Cases, and then click the case type that you want to open.
On theWorkflow tab, click Life cycle.
Click an assignment in a process.
In the Route to list, select Use business logic.
Click the Gear icon to configure the business logic.
In the Business logic dialog box, define a routing method.
1. In the Action list, select a routing method.
2. In the Value field, press the Down Arrow key and select the name of a user or work queue, based on the routing method that you select.
In the When section, define the conditions that must be met to select this routing method.

By default, all conditions must return a true value. You can change this behavior by selecting different Boolean operators from the list that is displayed next to each condition.
1. In the Field list, select the name of a field in your data model.
2. In the Comparator list, select a function.
3. In the Value field, enter a value that is compared with the field at run time.
  
  For example, you can test whether a case is older than five days or has an urgency that this greater than fifty.
Optional: To define another routing method and corresponding conditions, click + Add condition and repeat steps 5 through 6.

Your application selects the first routing method to meet its conditions at run time.
In the otherwise section, define a routing method to use when no conditions return a true value.
1. In the Action list, select a routing method.
2. In the Value field, press the Down Arrow key and select the name of an operator or work queue, based on the routing method that you select.
Click Submit.

Routing by activity

Use this approach when the assignment is either always routed to a worklist or always routed to a work queue.

Open a flow by searching for it or by using the Application Explorer.
On the Diagram tab of the Flow form, double-click an assignment to open the Assignment properties dialog box.
Change the routing options to support one type of destination.
To support worklists:
1. In the Routing section, select Custom from the Route to list.
2. In the Assignment type list, select WorkList.
3. In the Router field, press the Down Arrow key and select a router activity that sets the AssignTo parameter to the name of a worklist.
  
  If you do not have an activity defined, you can select Operator from the Route to list and provide the name of the property that stores an operator ID.
4. If the router activity accepts parameters, enter values for those parameters in the fields that are displayed in the Parameters section.
  
  For example, 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.
To support work queues:
1. In the Route to list, select Custom.
2. In the Assignment type list, select Workbasket.
3. In the Router field, press the Down Arrow key and select a router activity that sets the AssignTo property to the name of a work queue.
4. If the router activity accepts parameters, enter values for those parameters in the fields that are displayed in the Parameters section.
  
  For example, you can pass the name of a work queue and a list of required skills when you use the Work-.ToSkilledWorkbasket router activity.
5. In the Advanced section, click Assignment details, and then select the Use current operator when basket not found check box.
  
  When no work queue is found, your application sends the assignment to the user who is currently processing the case.
Click Submit.
Click Save.

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