Introduction

Automated Case Routing ships as a separate module supported on Case Management Studio v24.1.1.3 and higher. Once installation and setup are complete, this module adds a separate Assignment Rules site to Case Management Studio, allowing case managers to configure business rules to automate case assignment and routing for incoming cases.

This guide outlines the steps for downloading and installing the Automated Case Routing module and integrating it with your Appian Case Management Studio Base application. The steps include:

• Downloading the software package
• Deploying the plug-ins
• Creating database objects
• Importing the application

System prerequisites

• Appian platform running version 24.1 or greater.
• A supported web browser.
• Imported Case Management Studio Base application version 1.3 or greater.

Step 1: Downloading the software package

The first step in installing the Automated Case Routing module is to download the software package that contains the following files. These files will be used in the remaining setup steps.

• 01.AutomatedCaseRoutingv1.0.0.sql
• AutomatedCaseRouting.zip

To download the software package:

1. In MyAppian, navigate to the Support tab.
2. At the top of the page, select DOWNLOADS > SOLUTIONS.
3. In the grid, click Case Management Studio.
4. Under Downloads, click Automated Case Routing and agree to the License Agreement.
5. Click Automated Case Routing to download the ZIP file.
6. Unzip AutomatedCaseRouting.zip to access the installation files.

Step 2: Deploying the plug-ins

The following plug-in is required in order to import the Automated Case Routing module. By default this plug-in is required for the base application and should be present. Please verify that the latest version is present in the target system.

• Appian Solutions Plugin

Step 3: Creating database objects

To create the structure for the database tables, views, and other objects that are a part of the Automated Case Routing module, you need to run a DDL script in your database.

To create the database objects:

• In your MariaDB business database, import and run the 01.AutomatedCaseRoutingv1.0.0.sql file downloaded in Step 1.

Step 4: Importing the application

Next, you need to import the application into the target environment.

To import the application:

1. In the target environment, log in as the deployment user.
2. Navigate to the Appian Designer.
3. Click IMPORT.
4. Click UPLOAD and choose the application AutomatedCaseRoutingv1.0.0.zip file that was downloaded in Step 1.
5. Click INSPECT to ensure that there will be no complications on import.
6. Click IMPORT.
7. Review the import results.

Next steps

Now that you have installed the Automated Case Routing module, follow the steps in Setting Up Automated Case Routing to start using this functionality with Case Management Studio.