Assignment Rule

An Assignment Rule lets you set up automatic assignment of documents to Users.

An Assignment Rule can be employed to automatically distribute support tickets among employees responsible for handling support tasks.

To access Assignment Rule, go to:

Home > Settings > Assignment Rule

1. How to create an Assignment Rule

To set up an automatic assignment:

1. Go to the Assignment Rule list, click on New.
2. Select the Document Type you want to assign automatically (for example Issue).
3. Write the “Description” that will be added to the To Do.
4. Select the condition for the assignment. You can write simple Python expressions for automatic assignment in the Assign Rule, Close Rule and Unassign Rule. You will have access to all the properties of the document and can use operators like >, <, ==, etc and also multiple conditions like and and or.Examples:
   • status == "Open"
   • issue_type == "Technical" and priority=="High" and status == "Open"
5. Select the assignment rule. 
   • Round Robin: Documents are sequentially assigned to users.
   • Load Balancing: New documents are assigned to the user with the fewest assignments. Select the users to whom this Assignment Rule will apply:
   • Based on Field: This rule assigns a document to the user specified in the configured field.Select the user link field that will determine to whom this Assignment Rule will apply:
6. Save.

You can use properties of the document in the Description field that will be part of the assignment. Higher ‘Priority’ Assignment Rules will be applied first.

1.1 Multiple Assignment Rules

Multiple automatic assignments can be configured for each Document Type, with the one having the highest priority being applied first.

1.2 Setting Due Date for assignment

You can auto set due dates for assignments based on the date field in the reference document.

Note:

• The “Due Date Based On” option will not be accessible if a “Document Type” hasn’t been chosen yet, or if the selected Document Type lacks any “Date” or “Datetime” field.
• Furthermore, the due date in the assignment/ToDo will be revised whenever the value in the “Due Date Based On” field is updated in the reference document.

2. Related Topics

1. Workflows
2. Workflow Actions