siebel

It is a real divine feeling to watch how Assignment Manager works. One of the joys of AM is system takes care of assigning everything you have created. But as they say, Devi-lies-in-details, issue starts when you dig deep. Recently we were asked to implement AM for assignment of Service Request only to Logged in Employees. System should not assign SR to any employee which is not available in system. First look of this problem seems this to be a cake walk. We created Employee availability as skill which was updated every time when he logs in our logs out of the system. But however on actual implementation we realized that skills of employees were not getting refreshed dynamically. It required "Release" button to be pressed every time in order to flush the employee skills and to update rulecache.dat file. Once again Support Web came to rescue and job was saved. When the employees to assign are not Dynamic Candidates, AM during assignment looks into the cache for the candidate e...

It can be real pain for users to sit and assign requests manually when loads of requests are bombarding system at regular intervals. For them Assignment Manager(AM) comes as boon. One can leverage AM features to ease out assignment overhead either in batch mode or in dynamic mode. For those who still want to assign request manually we have interactive feature available. In this post i am going to primarily discuss dynamic assignment, comparison methods available and components involved. Dynamic assignment primarily performs assignments of records automatically as users and server programs create records or modify existing records. It makes use of database triggers for assignment of request. Well written rules can help us win half the battle of assignment. The Most interesting part while defining the rules is the usage of comparison method. This defines how attributes should be compared and candidate should be evaluated. There are 5 methods available . 1 - Compare to Object This compari...