Setting Up Automated Case Routing Module

Introduction

After installing the Automated Case Routing module, you need to set it up before using it with the Case Management Studio Base application. This guide walks you through the setup steps, which include:

• Add assignment history related record.
• Add the automated case routing assignment logic.

Step 1: Add the assignment history related record

1. Login to the target environment.
2. Navigate to the Appian Designer.
3. Navigate to CMGT Case Management Studio Base application.
4. Search for and open the CMGT_Role record type.
5. Create a relationship to CMGT_ACR_CaseAssignmentHistory using the following settings:
   • Relationship Name: Enter acrCaseAssignmentHistory.
   • Relationship Type: Select the One to One relationship type.
   • CMGT_Role: Select roleId - Number (Integer) in the drop down.
   • CMGT_ACR_CaseAssignmentHistory: Select roleId - Number (Integer) in the drop down.

   • Write and Delete Related Records: Select Write or Delete Case Assignment Histories when modifying Roles.

     

6. Click ADD and save the record type.
7. Search for and open the CMGT_ACR_EVAL_returnAssignmentHistoryForRoles rule.

8. Uncomment the commented value (the index input in the a!update function) and replace the line with the newly created relationship as shown.

9. Click SAVE CHANGES.

Step 2: Add the automated case routing assignment logic

1. Search for and open the CMGT_Role_CreateCase_CreateAssigneeAndAssignedGroup expression rule.

2. In the a!defaultValue() that returns the assignees, add the following code snippet as the second input to the function as shown.

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   rule!CMGT_ACR_EVAL_RouteCaseToUserOrGroup(
         case: ri!case
       ),
   

   

3. Click SAVE CHANGES.

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