siebel assignment manager

knowing siebel

Let's know siebel better, configuring siebel assignment manager step by step .

Posted on September 29, 2015 by awartanirafat

Assignment manager is a Siebel component that assigns certain Siebel entities to a (Position, Employee, and Organization) on predefined conditions, when we talk about Siebel entities here I mean (Cases, Service Requests, Activities etc…) of course when AM assigns a record from case table to a certain position only the position assigned can see this record and take action on it.

Mainly we will talk about case module and configuring assignment manager to assign a case on certain conditions.

In this Article I will be adding a new assignment attribute “Case Branch” and we will walk through configuring Cases depending on the branch.

Prerequisites:

• Make sure that the assignment manager component is enabled on the server, Started and running to make sure Navigate to Administration – Server Configuration go to Enterprises select the Component groups tab Query for *Assignment Management* + *Workflow Management*

• f its enabled and running go to Administration – Server Management got to components query for *Assignment* the state of the Component should be Online

Steps (Siebel Tools):

• Assignment manager have vanilla columns configured that you can use to make an assignment rule conditions based on these columns, but lets say you created a new column on S_CASE or there is a vanilla column that assignment rules conditions cant be calculated on, so you will have to add this column and configure you custom rule.
• Open Siebel Tools (Go To “Workflow Policy Column”), Note if you didn’t find it go to “View->Options->Object Explorer” and check on “Workflow Policy Column “.
• Query for S_CASE on Table Name. (Here you will find the predefined columns that you can use in your condition list for assignment)
• Add a new Record here (I will Name my new Column PUB Case Branch) and it will be based on a Pick List and the Source Field will be Value So I can see the Value not the LIC.

• To Workflow Policy Object (Query For PUB Case) Expand the Tree and Select Workflow Policy Component Expand the tree and Select Workflow Policy Column.
• Add a New Record (Here I will choose my Previously added column from Workflow Policy Columns)

• Now we will have to create our Assignment Attribute, From Open Assignment Attribute, Note if you didn’t find it go to “View->Options->Object Explorer” and check on “Assignment Attribute “.
• Create A New Record (I will Name the new attribute “PUB Case Branch” the Data Type will be varchar and have a pick list the Pick field will be value Important!- You will have to check the Translate Flag and The Translate Pick Field will be Name this configuration is so important if you are dealing with a column that have translate flag and you store the LIC in this Column

• Now that you have created the new attribute you should configure this attribute to look at a certain column on the database that’s why we previously added the WF Policy Column and associated it with a WF Policy Object and Component, so expand the Assignment Attribute Tree select Assignment Attribute Column and create a new record fill on the values previously defined.

• Final Step to use your new attribute on Assignment Rule Go To Assignment Criteria, Note if you didn’t find it go to “View->Options->Object Explorer” and check on “Assignment Criteria ” Add a new record (In my case I will call it PUB Case Branch) Expand the tree select assignment criteria attribute add a new record containing previously defined information like assignment attribute and add a display value.
• After doing all this you should know that only the assignment attribute and criteria get Compiled but the WF Policy Object , Component and column they don’t get compiled to the SRF, After finishing Compile your changes.

Steps (On Application):

• Go to Site map, Navigate to Administration – Assignment, go to Rule Group Explorer (Here you will create a rule group that contains your assignment rules) Note: most likely we make one rule group contains all of the assignment rules, we keep the activation date empty that means the group is active once its created

• Go to Assignment Rule List create a new record with the name of the rule (I will Call it My New Rule) select the Object to be Assigned (it’s a pick applet open it and click new the choose PUB Case) in Rule Group choose you previously defined rule group and keep the activation date empty to be activated once its created.

• Drill down on the name, main fields to be filled is Assignee Filter: we usually choose all above minimum which means if the minimum score have been achieved all the candidates will be assigned, scoring will be clarified more on the next step, Candidate Passing score is the overall score the assignment rule will assign candidate when the targeted is score is achieved. (See the bookshelf for more information on the other values) Note in this example I will set the

• Now we should set the criteria that this assignment will follow go to the Criteria Tab, and complete two records Each one will be one of the assignment attributes we previously defined (Case Branch and Case Type) Comparison method will be compare to object the object will be the case it self, Iclusion will be include this means this criteria is included in the rule, required is always, Score we will give 5 for each criteria which means if this attribute is included I will give a 5 points score, in the last applet you will define the values contained in this criteria and each value will get a score I will give 5 points, so if the branch is included in this rule and its value (Al-Riyadh) that means till now I got 10 points, Plus if the Case type is included and got the value Registration and Classification I got score of 20 points that mean I reached the candidate passing score and AM will assign this case to a certain position.

• so the total points a case got is 20 if the type is Reg/Class and the Branch is Al-Riyadh, that means the case got passed the score we’ve declared before and its 20, so which position will be assigned ?
• Now we should declare the position to be assigned when the assignment rule is passed go to the Position candidates tab create a new record and choose the position desired.

• Now you should release the new assignment rule you’ve created, go to assignment rule list and click release on the header of the list applet.
• Now after we declared our assignment rule there is three ways to launch assignment manager 1.Batch Assignment 2.Dynamic Assignment 3.Interactive Assignment
• Usually we choose the dynamic and the batch, the batch assignment will run a batch on certain record and assign it to the position (we will see how next step), dynamic assignment you run the assignment manager component and it will dynamically assign cases if one of the rules have been met (we will see how).
• First let take how the batch assignment work, you will need a record in the S_CASE table and have a type value of Reg/Class and Branch Al Riyadh get this record ROW_ID value from Toad note that the record is assigned to SADMIN where the position in PR_POSTN_ID is 0-5220 that means the record is not assigned to any body yet.

• Connect remotely to the server and open the CMD(if windows) if linux(open a command shell) , connect to the SRVRMGR by entering commands below
• cd C:\siebel\8.2.2.0\ses\siebsrvr\bin (Note: Connect to bin directory in server) same applies for linux
• srvrmgr /g HSDEV-SBL-8222 /e SBA_82 /s SBL-8222 /u SADMIN /p SADMIN (Note Connect to srvrmgr /g is the gateway /e is the enterprise /s is the Siebel server /u is the username /p is the password). (same applied for linux)

• start task for comp asgnbatch with asgnobjname=”PUB Case”, objwhereclause=”where row_id =’1-1RJ04′ “

• After running this command re-run the SQL statement on the case row_id and you will find the PR_POSTN_ID have been changed to a new position that means the rule is 100% correct.

• First we have to run a generate triggers job on the database that will generate the assignment manager triggers Go to Administration – Server Management go to Jobs category make a new record with values  and parameter like below:

• start task for component WorkMon with GroupName=”Assignment Group”,sleeptime=10,Requests=10000,ReloadPolicy=86400

Congratulations now you have run the AM Component now all the cases if they find an assignment rule they will be assigned if not they will be assigned to SADMIN !!!!

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Siebel Assignment Manager Test

Siebel Assignment Manager routes business entities and work items to the most appropriate candidates by enforcing business rules set by sales, service, and marketing organizations. Assignment Manager does this by matching candidates (that is, employees, positions, and organizations) to predefined and user-configurable assignment objects. To assign the most qualified candidate to each object, Assignment Manager applies assignment rules that you define to each candidate.

This test reports the number of object rows that are assigned by the Assignment manager and the rate at which the object rows are processed by the assignment manager.

Target of the test : A Siebel Application Server

Agent deploying the test : A remote agent

Outputs of the test : One set of results for each Siebel server being monitored.

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