Assignment Rule

Introduced in Version 12

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

An Assignment Rule can be used to automatically distribute the support tickets among the staff members that handle support.

Go to: to access Assignment Rule.

Home > Settings > Assignment Rule

1. How to create an Assignment Rule

For automatic assignment setup:

1. Click New from the Assignment Rule list.
2. Choose the document type you want to automatically assign (for example Issue).
3. You should write the "Description" that will be included in the To Do list.
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. Decide on an assignment rule.

• Round Robin: Each document should be given to a user in turn.
• Load Balancing: The user with the fewest assignments should be given new papers.

Choose the users to whom this assignment rule will apply from the following list:

• Based on Field: Introduced in v13, this rule can be used to assign a document to the User that is set in the configured field.

Select the User link field which will determine to whom this Assignment Rule will apply:

6. Save.

In the assignment's Description box, you can make use of the document's properties. Assignment rules with a higher "Priority" will be applied first.

Example:

high importance issue You are responsible for File Upload Not Working.

1.1 Multiple Assignment Rules

For each Document Type, you can set up numerous auto assignments; the assignment with the highest Priority will be used first.

assignment-rule-with-higher-priority

1.2 Setting Due Date for assignment

Based on the date field in the reference document, you can automatically create due dates for tasks.

Example:

By choosing the "Resolution By" field in the Due Date Based On option in the Assignment Rule, you may define a due date for an Issue assignment based on the "Resolution By" date of the Issue.

Note:

• If "Document Type" is not yet chosen or if the chosen Document Type lacks a "Date" or "Datetime" field, the "Due Date Based On" option will not be accessible.

• Every time the "Due Date Based On" field value in the reference document is updated, the due date in the assignment or to-do list will also be updated.