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A routing algorithm represents the element routing algorithm which is used to create dynamic routing of tasks. The element will be connected to an external source.
When an external source is used, a technical engineer needs to create the algorithm and make it available at runtime. The external algorithm must result in one or more roles, teams or users.
Authorization algorithms can be connected to a task.
At runtime the routing algorithm will at the creation of a task or at a change of the profile of the case evaluate which roles are assigned for the task. On domain change also evaluates when the task is created. The algorithm will result in zero, one or more roles, teams and users. The user must have at least one of the roles and one of the teams to see the task in a worklist. The roles, teams and users will function as filters for the tasks which are available in the worklist.
No value for a role or a team means that all user roles are valid to see the task.
When the algorithm results in more than one role, the user needs one of these roles to see the task (the same applies for teams). They will be evaluated using an OR relationship.
When the algorithm results in a value for both role and team, the user needs to have at least one of the roles and one of the teams to see the task. These will be evaluated using an AND relationship.
When the algorithm results in user, Role and team will be ignored.
Examples
A user has the role: senior sales and team north
Role | Team | Will see task |
|---|---|---|
| senior sales | North | TRUE |
| junior sales, senior sales | North | TRUE |
| junior sales | North | FALSE |
| senior sales | South | FALSE |
A user has the roles: senior sales and salesmanager and Teams: North and Groningen
Role | Team | Will see task |
|---|---|---|
| senior sales | North | TRUE |
| junior sales, senior sales | Groningen | TRUE |
| junior sales | North | FALSE |
| junior sales, salesmanager | North, Friesland | TRUE |
User Jones has the roles: senior sales and salesmanager and Teams: North and Groningen
User | Role | Team | Will see task |
|---|---|---|---|
| Jones | senior sales | North | TRUE |
| Johnson | junior sales, senior sales | Groningen | FALSE |
| Jones | junior sales | North | TRUE |
| Johnson | junior sales, salesmanager | North, Friesland | FALSE |
Overwrite manual assignments
This option determines whether the algorithm should reevaluate tasks that have been manually assigned with the Service call type: AQ_AssignTask. The default value is set to true, which resembles the behavior in the past.
By changing this value to false the routing algorithm will not reevaluate tasks that have been manually assigned. So those tasks are assigned and stay assigned (value in column IsUserSet is set to 1). Clearing the assignee of a task will let the routing algorithm take over again (value will be set to 0).
Further reading
Read more about routing algorithms and how to use them in our knowledge base: 8. Routing Algorithm
Overview
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