Assigning a custom task to a user

You can assign a custom task to a user by creating a new form with fields. By ensuring that each task is context specific, you can help users resolve cases more quickly.

Tip: To save time, reuse forms in your application. For more information, see: Assigning a task to a user.

1. In the Explorer panel, click Cases, and then click the case type that you want to open.

2. On the Life cycle tab, hover over a process in a stage and then click + Step.

3. In the palette that is displayed, click Collect information.

4. In the text field that is displayed, enter a unique name that describes the task.

5. On the General tab of the contextual property panel, enter values in the fields to indicate how the assignment, or task, is routed at run time.

   To use the worklist of the user who last updated the case:

   • In the Route to list, select Current user.

   To use the worklist of another user in your application:

   1. In the Route to list, select Specific user.

   2. In the autocomplete field that is displayed, press the Down Arrow key and select the name of a user.

   To use a work queue that is shared by a team:

   1. In the Route to list, select Work queue.

   2. In the autocomplete field that is displayed, press the Down Arrow key and select the name of a work queue.

   To use the business logic that you define:

   1. In the Route to list, select Use business logic.

   2. Click the Gear icon to configure the business logic.

   3. 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 an operator or work queue, based on the routing method that you select.

   4. In the When section, define the conditions that must be met before the routing method is selected:

      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.

      4. Optional: To define more conditions, click the Add icon and repeat steps i through iii.

         By default, all conditions in the When section must return a true value before the corresponding routing method is selected. You can change this behavior by selecting different Boolean operators from the list that is displayed next to each condition.

   5. Optional: To define another routing method and corresponding conditions, click + Add condition and repeat steps c through d.

      When you provide multiple sets of routing methods and conditions in your business logic, the first routing method to meet its conditions is selected at run time.

   6. 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.

   7. Click Done.

   To provide custom routing options:

   1. In the Route to list, select Custom.

   2. In the Assignment type list, select an activity that creates an assignment.

      Tip: To use a standard activity that is not in the list, configure the Assignment shape in Process Modeler. See: Routing an assignment in a flow.

   3. In the Router field, press the Down Arrow key and select the name of an activity that determines how the assignment is routed.

      For example, you can use the ToDecisionTree activity to route an assignment based on the value that is returned by a decision tree.

      If the assignment is in a swimlane on the flow diagram, configure the assignment and the swimlane with the same router activity. You can access the swimlane by opening Process Modeler.

   4. If the router activity accepts parameters, pass values for those parameters by entering values in the fields in the Parameters section.

6. Optional: To change the status of the case when the task is completed, press the Down Arrow key in the Set case status field and select a status value.

7. Optional: To give guidance to the assigned user, enter a field value in the Instructions field that describes the purpose of the task.

8. Click Save.

9. Click Configure view to define the fields on the form that is displayed when the user performs the task.

   For more information about forms, see:Building a form.

At run time, the assignment is routed to the worklist of a user or a shared work queue. After a user completes the assignment, the case moves to the next step in the life cycle.

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