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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
Work Item.Task Node = Skills.Node Name
Work Item.Request Type = Skills.Request Type
Work Item.Contract Folder.Resident State = Skills.Resident State
Work Item.Contract Folder.Producer Code = Skills.Producer Code
Work Item.Contract Folder.Product Name = Skills.Product Name
Work Item.Contract Folder.Suitability Level = Skills.Suitability Level
Work Item.Contract Folder.With Money = Skills.With Money
Work Item.Contract Documents.SUM(Check Amount) <= Skills.Check Amount Max

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

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