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Assigning service requests to the employee with the lowest number of open service requests. [ID 499036.1] Modified 19-JAN-2004 In this Document Symptoms Solution Message 1 Message 2 Type PROBLEM Status MODERATED

Applies to:
Product Release: V7 (Enterprise) Version: 7.5.2.8 [15098] HEB Database: Oracle 9i Application Server OS: Microsoft Windows NT Server 4.0 SP 5 Database Server OS: Microsoft Windows NT Server 4.0 SP 5 This document was previously published as Siebel SR 38-1162339141.

Symptoms
Hi I would like to know if I could use the Assignment WorkLoad to see which of my candidates has the least number of Open Service Request. i.e. if I have 2 employees A and B, and they have 5 and 10 open service requests respectively, the next SR is to be assigned to employee "A".

Thanks

Solution Message 1
For the benefit of other users, the customer wanted to use assignment workload to assign service requests to the candidate with the lowest number of open service requests. This can be implemented as follows: 1. Select Assignment Administration > Workload Rules and create a new record as follows: Name, Assignment Object SR Workload, Service Request Workload Conditions Field, Comparison, Value Service Request Status, =, Open 2. Create an assignment rule as follows: Object: Service Request Assignees from Rule: One, Best Fit 3. Select the Employees tab and add Employee A and Employee B with a score of 10. 4. Select the Workload Criteria tab and create a record as follows. Workload Rule, Assignment Object, Score, Required, Max Load SR Workload, Service Request, 10, Always, 25 The workload criteria apply a workload score to candidates based on their current workload. The workload score is calculated as follows: Workload score = Score * (1 (current workload/maximum workload)) Candidates with a lighter workload receive a higher score than candidates with a heavier workload. The workload score is then added to the candidates score to generate a total score. For example, Employee A was already assigned to 3 open SRs and Employee B was not assigned to any. When a Batch Assignment task was run to assign a new SR, Employee As workload score was 8.8 (rounded up to 9) and Employee Bs was 10. Continued in next entry.

Message 2

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Continued from previous entry. This gave Employee A a total score of 19 and Employee B a total score of 20. As Employee B had the higher score the SR was assigned to Employee B. If you have not done so already, as a starting point, I would recommend reviewing Siebel Assignment Manager Administration Guide, Assignment Concepts, Assignment Manager Components, Workload Criteria which explains how workload works. Please note that the above implementation is only meant as an example and may need modifications to meet your business requirements. For example, you may want to add assignment criteria or try different workflow criteria settings to make sure you get the behavior that you want. Please review the example and test your implementation thoroughly. - Siebel Technical Support Keywords: Assignment Manager Batch Service Request Status Open Workload Rule

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