Create a task filter

Create one or more task filters to identify a list of tasks to be assigned using dynamic scheduling.

Before you begin

Role required: admin

About this task

For example, create a task filter to identify tasks of a specific priority or tasks with expiring SLAs. Also define criteria to evaluate and identify suitable agents for each task. If desired, enable auto assignment and select the frequency for assigning tasks.

You can create multiple task filters. The filter with the lowest Execution Order value defines the initial task list. Filters with higher values further filter the initial task list.

The All Work Order tasks filter is provided with the Dynamic Scheduling plugin. This filter identifies all active work order tasks.

If desired, you can also enable auto assignment and select the frequency for assigning tasks. Dynamic scheduling can run on the tasks returned from a task filter automatically as soon as the tasks are ready to be assigned or at a specified interval. Dynamic scheduling can also be run manually by a dispatcher.

Procedure

  1. Navigate to Field Service > Administration > Dynamic Scheduling Configuration.
  2. In the Task Filters related list, click New.
  3. Fill in the fields on the Task Filter form, as necessary.
    Table 1. Task Filter form
    Field Description
    Name The task filter name.
    Active Denotes this filter as active.
    Execution Order The order in which this filter is evaluated. The filter with the lowest Execution Order value defines the initial task list.
    Table The task table selected for this dynamic scheduling configuration.
    Conditions Define the conditions that identify the specific list of tasks.
    Auto Assign Enable this check box to auto assign tasks. Enabling Auto Assign displays the Auto Assignment Frequency field.
    Auto Assignment Frequency The frequency with which tasks are auto assigned.
    • Immediate: tasks are assigned as soon as they are ready to be assigned.
    • Interval: tasks which are ready to be assigned are selected at the defined interval and assigned.
    Selecting Interval displays the Auto Assignment Interval field.
    Auto Assignment Interval The interval, in minutes, at which tasks are selected for auto assignment.
    Note: A task filter with a higher Execution Order value must have an interval that is greater than the interval for a task filter with a lower Execution Order value.
  4. In the Select Criteria related list, select the criteria used to evaluate and identify suitable agents for each task.
    Select criteria from the Matching Criteria list. For more information, see Matching criteria for case assignment.
  5. If necessary, adjust the Weight for the selected criteria.
    By default, each matching criterion has an assigned weight of 10. You can assign a higher weight to the criteria that are more important.
  6. If necessary, select a different Ranking Method for the selected criteria.
    OptionDescription
    More is better A higher value is preferred. For example, more availability is better when determining the agent ranking.
    Less is better A lower value is preferred. For example, fewer assigned cases are better when determining agent ranking.
  7. Click Save.