The following chart represents actions for assigning work items to the appropriate users at the right time.
Action | Sets Field Value | Logic |
---|---|---|
Set work Item skill | Work Item.Skill | Work Item.Workflow = Skills.Workflow |
Set priority by skills | Work Item.Priority | If Match between WI and Skills Domain then Work Item.Priority = WorkItem.Skills.Skills Rarity.Priority else no match then Work Item.Priority = 5 (Or if default app preference is available, use that.) End If |
Set work item SLA Due Date by Skill (defining due date) | Work Item.SLA Due Date | If Match between WI and Skills Domain then If Skills.SLA Same Day Is Not Null then If TimePart(Work Item.SLA Start Time 209.120008) < Skills.SLA Same Day then Work Item.SLA Due Date = Today @ Skills.SLA Same Day else WI SLA after Skill Same Day SLA Work Item.SLA Due Date = Next Business day (not including Holidays) @ Skills.SLA Same Day end if else If "Expedited" Then Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due Expedited) else not "Expedited" then Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due) end if end if else no match then Work Item.SLA Due Date = addBusinessHours(SystemTime, Application Preference.Default SLA Business Hours) End If |
Set work item SLA Due Date by skill when the work item is expedited | Work Item.SLA Due Date | |
Set work item SLA dates by Skill (defining the task due date and target start date) | Work Item.SLA Task Due Date Work Item.SLA Task Target Start Date | If Match between WI and Skills Domain then If Skills.SLA Same Day Is Not Null then If TimePart(Work Item.SLA Start Time) < Skills.SLA Same Day then Work Item.SLA Due Date = Today @ Skills.SLA Same Day Work Item.SLA Target Start Date = Today @ Skills.SLA Same Day else WI SLA after Skill Same Day SLA Work Item.SLA Due Date = Next Business day (not including Holidays) @ Skills.SLA Same Day Work Item.SLA Target Start Date = Next Business day (not including Holidays) @ Skills.SLA Same Day end if else If "Expedited" Then Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due Expedited) Work Item.SLA Target Start Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due Expedited - Skills.SLA Business Hours Lead Time) else not "Expedited" then Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due) Work Item.SLA Target Start Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due - Skills.SLA Business Hours Lead Time) end if end if else no match then Work Item.SLA Due Date = addBusinessHours(SystemTime, Application Preference.Default SLA Business Hours) Work Item.SLA Target Start Date = addBusinessHours(SystemTime, Application Preference.Default SLA Business Hours - Application Preference.Default SLA Business Hours Lead Time) End If |
Set work item SLA dates by Skill Expedited (determines if the WI should be expedited) | Work Item.SLA Task Due Date Work Item.SLA Task Target Start Date |