interactive assignment manager

(Doc ID 496792.1)

Last updated on JULY 20, 2017

Applies to:

Siebel Assignment Manager - Version 7.5.2.214 SIA [16066] and later
Generic Windows

Symptoms

We have a requirement to use Interactive Assignment for assigning Service Request records. We have created a new button "Assign" on a new applet (based on the Service Request business component) and have specified the Method Invoked property to "Assign". We have also defined an Assignment Rule based on the Service Request Assignment Object, with a list of canditate employee records. The result when the user clicks on the "Assign" button is that a list of qualified employees (sorted by descending scores) appears to the user in the Employees window. The user can select an employee from the list to be the service request owner, which results in the assignment of that employee to the Service Request record.

However, this requirement has now changed and instead we need to run a Workflow Process (based on button click event) which would either interactively assign the Service Request record to another employee or provide a list of potential solutions (based on certain criteria entered against the Service Request) for the user to select. As a result of this new requirement, we have created a new Workflow Process that includes the Synchronous Assignment Manager Requests business service so that we can use Interactive Assignment manager in the same way as the clicking on the Assign button. When testing this Workflow Process (through the Simulator view), the Employees window and a list of qualified employees is not displayed and also no assignment takes place. Instead the following Output (Reply) from the Synchronous Assignment Manager Requests business service is received "Qualified and selected 1 rules, 0 organizations and 3 people for Service Request (1-QLSN)."

How can we enable Interactive Assignment functionality within a Workflow Process?


Changes

 

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms