Introduction

The Automated Case Routing module ships as a separate module supported on Case Management Studio. 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 before incorporating it with your Appian Case Management Studio Base application. The steps include:

1. Downloading the software package.
2. Deploying the plug-ins.
3. Creating database objects.
4. Importing the application.

Before starting the installation process, review the System Requirements to make sure all minimum requirements are met.

System requirements

This section details the minimum requirements your system must meet to run the Automated Case Routing module.

• Appian version 24.3 or greater.
• A supported version of MariaDB as a business data source.
• A supported web browser.
• Imported Case Management Studio Base application version 1.5 or higher, which includes the following application containers:
  • CMGT Case Management Studio Base (CMGT)
  • CMGT Studio Module (CMGT_WFL)
  • CMGT Studio Generated Objects (CMGT)

Step 1: Download the software package

The first step in installing the Automated Case Routing module is to download the software package that contains the following files, which you will use in the remaining set-up steps.

• 01.AutomatedCaseRoutingModulev1.0.0.sql
• AutomatedCaseRoutingModulev1.0.0.zip
• AutomatedCaseRoutingModulev1.0.0.properties

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 AutomatedCaseRoutingModulev1.0.0.zip to access the installation files.

Step 2: Deploy the plug-ins

The Appian Solutions Plugin 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 of the plugin is present in the target system.

Step 3: Create database objects

To create the structure for the database tables, views, and other objects that are a part of the Automated Case Routing module in your MariaDB business database, you need to run the 01.AutomatedCaseRoutingModulev1.0.0.sql DDL script downloaded in Step 1.

Step 4: Import 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 AutomatedCaseRoutingModulev1.0.0.zip file that was downloaded in Step 1.
5. Click the Include related import customization file checkbox.
6. Click UPLOAD and select the AutomatedCaseRoutingModulev1.0.0.properties file that was downloaded in Step 1.
7. Click INSPECT to ensure that there will be no complications on import.
8. Click IMPORT.
9. Review the import results to verify the following CMGT Add-On - Automated Case Routing (CMGT_ACR) application container was imported.

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.