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Prioritize work using work allocation rules

A work allocation rule provides a means of prioritizing work based on a set of criteria. These rules are used in conjunction with the Complete and Next functionality to present work to the users in the correct order.

The order of the work can be defined that uses one or more of the following priorities:

  • None

  • All

  • Activity

  • Activity SLA

  • Individual

  • Job SLA

  • Priority

  • Process

  • State

  • Work Type

  • Work Queue Query

Once you define a work allocation rule, you can assign the rule directly to a resource or a resource group. Using a group makes the rule effective for all resources who have the selected resource group as their working group.

For example, the day on which a bank releases the quarterly statements, the task of posting bank statements is assigned as a work allocation rule to the Backroom Staff. When a user takes the next activity, the activity received is based on the order defined in the rule.

Note For the next activity to work as expected, either the resource or the resource's working group must have a work allocation rule assigned.

  1. On the Administration menu, click Work Allocation Rules.

    The Work Allocation Rules page appears.

  2. On the Select Category list, select the category for which to view the current rules.
  3. Click Create.

    The Work Allocation Rule - Create page appears where you can specify rule conditions.

  4. On the Category list, select the category to which to add a new rule.
  5. Enter a Name and Description for the new rule.
  6. Create a work order as follows:
    1. Click Create.
      The Work Allocation Rule Details page appears.
    2. Enter the description in the Description box.
    3. On the Type list, select the type to use.

      Based on the selected type, additional fields to specify priority appear:

      Type

      Additional Fields with their description

      None

      No additional fields.

      All

      No additional fields.

      Activity

      Name of the activity.

      Activity SLA

      Status of the activity, such as Red.

      Individual

      No additional fields

      Job SLA

      SLA status of job, such as Green.

      Priority

      Select either of the following Priority Type:

      • Activity (default): Accepts values from 1 to 10. (Highest: 1, Lowest: 10)

      • Job: Accepts values from 1 to 100. (Highest: 1, Lowest: 100)

      Process

      • Category: A list of available categories.

      • Details: A list of all the maps, process templates and skins within a selected category.

      Note Select a category in which the map is available and then select the map to prioritize.

      State

      Name of the state.

      Work Type

      A list of work type. You can create, update and delete metadata for a work type. See Create metadata.

      Work Queue Query

      A list of work queue query.

      Select a work queue query so that work is returned based on the search defined in the query.

  7. Click OK.
  8. To change the order of the rule, select the work order and click Move Up or Move Down .
  9. Click Save.

    The Work Allocation Rules page appears with the new rule.

Delete work allocation rules

To delete a work allocation rule, select the rule and click Delete.