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Assignment rules in non-scoped HR

Assignment rules in non-scoped HR

You can define rules to assign cases to specific users or groups automatically based on the rule conditions, in the non-scoped version of HR.

Assignment rules help quickly assign new or modified HR cases for resolution. For example, an assignment rule could specify that cases submitted by users in Germany are automatically assigned to the HR group in Berlin.

Assignment rules contain the following elements.
  • Applies To: Conditions that must be met for the rule to process.
  • Assign To: Users and groups to assign the case to if the conditions are met.
  • Script: If necessary, entry to customize the assignment rule further.

Assignment rules are applied only when an HR case is submitted and either no template was selected or the selected template does not assign the Assignment group. In either of these cases, a predefined assignment rule assigns HR cases to the HR group.

If you have more than one HR department, you can remove the HR group assignment from the HR template and use assignment rules to assign the HR group. For example, if you have HR departments in both the U.S. and German offices, you can create an HR group for each office. You set up assignment rules to assign the HR group based on the location of the employee who submitted the HR case.

If your organization is using HR skills to qualify HR case assignments, ensure that the assigned user or group members have the required skills. To determine whether skills are being used and assigned, check the following configuration options.
  • HR • Administration > Administration > Configuration: From the Assignment tab, check Auto-selection of agents for tasks requires them to have skills. If all or some is selected, continue to check the following options.
  • HR • Administration > Catalog & Templates > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required.
  • HR • Administration > Catalog & Templates > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save.

Create an HR assignment rule in non-scoped HR

Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed.

Before you begin

Role required: admin or hr_admin

Procedure

  1. Navigate to HR • Administration > Administration > Assignment Rules.
  2. Click New.
    By default, the assignment rule is for the HR Task [hr_task] table.
  3. Complete the form.
    Table 1. Assignment Rules form
    Field Description
    Name Descriptive name for the HR assignment rule.
    Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed.

    For example, an assignment rule with order 100 states to assign the case to a group with the specified skill.

    Assignment rule with order 200 states to assign the case to the group HR.

    If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR.

    Application Indicates global application scope.
    Active Check box that specifies the rule is in use.
    Applies To
    Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table.
    Conditions Conditions in which the assignment rule applies.
    Assign To
    Applies To User to assign to the case when this rule is applied.
    Assign To Group to assign to the case when this rule is applied.
    Script
    Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available.
    Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished.
  4. Click Update.

What to do next

After creating the assignment rule, you can test it to verify that it works.

Test an assignment rule in non-scoped HR

You can test a new assignment rule to verify that it works as intended.

Before you begin

Role required: admin or hr_admin

Procedure

  1. Create a new HR case.
  2. Fill in the fields with data that matches the assignment rule conditions.
  3. Submit the HR case.
  4. Reopen the case and check that the correct assignment information was added.

What to do next

If the correct assignment information was not added, check to see whether you are using HR skills and if the user has the required skills.
  • HR • Administration > Administration > Configuration: From the Assignment tab, check Auto-selection of agents for tasks requires them to have skills. If all or some is selected, continue to check the following options.
  • HR • Administration > Catalog & Templates > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required.
  • HR • Administration > Catalog & Templates > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save.
After verifying that the necessary skills are assigned to the correct users, test the assignment rule again.