Of course, the ticket assign of all other locations (other than VIP locations) for electrical and UPS to technician-A is already done just above the business rule of VIP criterion. That is working fine.
Thank you,
]]>1. If the category of the ticket is Electrical or UPS, that ticket has to assign to Tech-A automatically for all the locations except few locations (in my case 8 locations, these are very important).
Criterion Condition Reason
Category regular expression matches (UPS|Electrical)
Ticket location regular expression does not match (location1|location2|...)
action assign TECH-A
2. If the category of the ticket is Electrical or UPS and location is any one of the 8 important locations, that ticket has to assign to Tech-B.
Criterion Condition Reason
Category regular expression matches (UPS|Electrical)
Ticket location regular expression matches (location1|location2|...)
action assign TECH-B
]]>Is that what you want? What about Tech-A?
To improve things, you could create one more rule and make it first
- Logical operator = "or"
- Criteria : category = Electrical
category = UPS
- Actions: technician Assign Tech-A
This way every ticket with category "Electrical" or "UPS" will get "Tech-A" assigned, except locations 1-8, which get technical group "VIP" and technician "Tech-B".
Thanks for your reply.
By seeing your suggestion, I got an idea as mentioned below:
1. Creating a group VIP and creating a rule as mentioned below:
Logical operator = "or"
- Criteria: Ticket Location = imp location-1
Ticket Location = imp location-2
.
.
.
Ticket Location = imp location-8
- Actions: technician group Assign VIP
2a. Create additional rules below the first one
- Logical operator = "and"
- Criteria : category = Electrical
technician group = VIP
- Actions: technician Assign Tech-B
2b. Create additional rules below the first one
- Logical operator = "and"
- Criteria : category = UPS
technician group = VIP
- Actions: technician Assign Tech-B
Can suggest that is this OK or will create any other problem (logically).
]]>Create rules 2a and 2b for every of 8 important locations, every rule below rule 1. Rule 1 will be triggered for every location and initially all tickets categorized as "Electrical" or "UPS" will have Tech-A assigned as technician. After that rules below rule 1 will be triggered and will overwrite Tech-A with Tech-B for your 8 important locations.
]]>I created only one entity, many users, some technicians, some categories for Tickets.
Now, i would like to create Business Rules for auto assignment of tickets based on the category and location of the tickets.
My requirement is:
1. If the category of the ticket is Electrical or UPS, that ticket has to assign to Tech-A automatically for all the locations except few locations (in my case 8 locations, these are very important).
2. If the category of the ticket is Electrical or UPS and location is any one of the 8 important locations, that ticket has to assign to Tech-B.
Can any one help in this. thank you,
]]>