You can use assignment rules to automatically assign bill adjustment requests to queues. These assignment rules can be run on a schedule.

You must sign in as an administrator to do this task.

Go to Navigator > Others > Setup and Maintenance.

In the Setup and Maintenance work area, go to the following:

Offering: Service

Functional Area: Communication Channels

Task: Manage Service Assignment Rules

On the Manage Service Assignment Rules page, select Service Request Queuing Rules from the Category drop-down list.

In the Rule Sets section, click the Plus icon, and then enter the following information.

Name: Billing Adjustment Queue

Description: DX4C Billing Adjustment Queue

To create rules for the rule set, click the Plus icon in the Rules section.

In the Create Rule page, enter a name for the rule.

In the Conditions section, click the Plus icon to add a condition by and define the required attribute. Enter the following information and select it.

Object: Service Request

Attribute: Category

Operator: Equals

Value: Search for category short name ATC_BILLING_ADJUSTMENT

To add an additional condition, click the Plus icon and enter the following information.

Object: Service Request

Attribute: Status

Operator: Equals

Value: Search and select Waiting

In the Action: Assign Queue section, click the Plus icon to select a queue.

In the Select and Add: Queue dialog box, search for, and select a queue.

Click Apply.

Click Save and Close.

Click Save and Publish to publish the assignment rules.

The service request assignment is defined.