Editing An Assignment Rule
To edit assignment rules, you must be assigned a profile with the Assignments Assignment Rules Add/Edit/Delete permission.
When you edit an assignment rule, the changes take effect within ten minutes. Any assignments that have already been delivered with this rule will not be affected by the edits, with the exception of edits to priority or confirmation requirements. Assignments made after the edits are saved are affected by the assignment rule edits.
Existing assignments can be affected by edits to priority or confirmation requirements:
If a rule is edited and the priority is changed, only future instances created by this rule contain the change. The original priority remains with existing assignment instances.
If a rule is created that does not require confirmation, and then the rule is modified to require confirmation, all instances that are not complete are impacted. Past assignment instances will now require confirmation.
If a rule is created and requires confirmation, and then the rule is modified to no longer require confirmation, only future instances are impacted. All existing instances from this rule still require confirmation.
If a rule is created and requires confirmation, and then the rule is modified to no longer require confirmation, future instances no longer require confirmation. previous instances that are not started no longer require confirmation.
For more information on this topic, refer to the WebHelp 9.1 or WebHelp 9.5 or related JobAids.
To edit an assignment rule:
Step / Action1 / On the Assignment Rules view, click Edit next to the assignment rule record to edit.
The Edit Assignment Rule window is displayed for the selected record.
2 / Complete the fields in each tab for the assignment rule.
See additional steps for each tab.
3 / Click Submit..
Editing Users
To edit selected users for this assignment rule:
Step / Action1 /
To delete any of the displayed user filters, click the delete icon next to the displayed filter. Edit the filter logic to reflect the removed filter.
To edit a user filter, click the edit icon next to the filter , make selections from the displayed drop down lists, and then click Update.
To add a user filter, select from the filter drop down lists and click add.
Enter any necessary edits for the Filter Logic. (For more information about filter logic, refer to the WebHelp or related JobAids.)
Click Search.
Editing Tasks
To edit selected tasks for this assignment rule:
Step / Action1 / In the Tasks &Task Bundles tab, select Tasks.
2 / To delete a task from the assignment, click the delete icon next to the task.
To edit a task, click the edit icon next to the displayed task , make changes in the displayed drop down lists and entry field, and then click Update.
To add a task to the assignment rule, make selections from the dropdown lists, and click add.
Click Search.
Editing Task Bundles
A task bundle is a group of selected tasks that are contained in a bundle. A task bundle can be selected when creating assignments, to assign all the tasks contained in the bundle to the selected users. (For more information about tasks and task bundles, refer to WebHelp.)
To edit task bundles for this assignment rule:
Step / Action1 / In the Tasks &Task Bundles tab, select Task Bundles
2 / Select a filter from the list, or create an Ad Hoc Filter. (For more information about filters, see the WebHelp, or the Filters job aids.)
Editing Selected Custom Attributes
To select Custom Attributes:
1. In the displayed fields, select any attributes to apply to this assignment rule.
Custom Attributes are defined in the Configure menu.
View Custom Attributes in WebHelp 9.1
View Custom Attributes in WebHelp 9.5
Editing Details
To edit details for this assignment rule:
Step / Action /1 / Select the Details tab.
2 / Edit fields in the Details tab as needed.
Field
/ Description
/
Rule Name / Enter a unique name for this rule.
Rule Start Date / Enter or select the start date for this rule.
Rule Expiration Date / Enter or select the expiration date for this rule.
Tags / Enter text strings that can later help in a search for this rule.
Reason / Select the reason for this assignment rule.
Priority / Select the priority for this assignment rule.
The priority is not changed for assignments that have been made with this rule. New assignments made with this rule will have the new priority saved with this edit.
Assignment Start Date / No entry required. The assignment will start the day that the assignment rule creates the assignment.
Assignment Due Date / Enter the number of days after the assignment start date that this assignment is due.
Assignment Expiration Date / Enter the number of days after the assignment start date that this assignment expires.
When an assignment expires, it is no longer displayed on the console, but is stored in the system for reporting purposes.
Requires Agent Confirmation / When this box is checked, the assignment is considered complete only after agent confirmation of completion.
Confirmation requirement changes affect both existing assignments and future assignments. If the confirmation is changed from Required to Not Required, or from Not Required to Required, this change affects assignments that have been delivered but not completed, and future assignments made with this rule.
Requires Coach Confirmation / When this box is checked, the assignment is considered complete only after coach confirmation of completion.
Confirmation requirement changes affect both existing assignments and future assignments. If the confirmation is changed from Required to Not Required, or from Not Required to Required, this change affects assignments that have been delivered but not completed, and future assignments made with this rule.
When edits are complete, click Submit.
Edits to a rule take effect within ten minutes after it is submitted.
View Assignment Rules topics in WebHelp 9.1
View Assignment Rules topics in WebHelp 9.5
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