For each unique feedback stage, one or more rules may be defined to control the automatic allocation of associated cases to specific owners, whether that be through an individual user account or a group of users via membership of an assigned role. Within the definition of each allocation rule, any subset of companies and business areas can be combined to expand or reduce the number of rules in operation for a given stage.
The procedure to create an allocation rule for a feedback stage is as follows:
- Navigate to Quick Menu > Feedback > Configuration > Feedback Stage Type. The Feedback Stage Type Configuration window is displayed.
- Expand a feedback type heading and select an associated stage from the alphabetical list, or enter its name into the Search Stage Types field. By default the list is filtered to show Current stage types. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations
1.
- Click on Allocation. The Allocation tab is activated.
- Click on New Allocation Rule. The Default Feedback Case Allocation Rule window is displayed.
- Using the Companies drop-down field, multi-select all companies for which this allocation rule is relevant, or choose the All option, as required
1.
- Using the Business Areas drop-down field, multi-select all organisational units within the filtered list for which this allocation rule is relevant, or choose the All option, as required 1.
- Using the User drop-down field, multi-select all user accounts that may be automatically assigned feedback cases progressed to this stage.
- Using the Role drop-down field, multi-select all overarching roles, representing a wider subset of user accounts that may be automatically assigned feedback cases progressed to this stage e.g. Feedback Customer Champion, Housing Manager, etc.
- Choose an Effective from date for this assigned allocation rule i.e. the date at which it becomes active 2.
- Choose an Effective to date to automatically deactivate the allocation rule on a specific date in the future; a blank field means the rule will remain assigned to the stage in perpetuity.
- Click on Confirm. The assigned allocation rule is displayed in the Allocation Rules summary table, with the inherent users and roles revealed in the Allocation Rule Members summary table 3.
- Click on Save.
Tip
1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is de-selected.
Note
1 The Search Stage Types field will match against any element of the feedback stage description.
2 The Effective from date defaults to the current system date and cannot be left blank.
3 To remove the assigned allocation rule, change the Effective to date to be in the past.
See related topics...
Feedback stage maintenance overview
To create a new feedback stage
