Okay, let’s have a look at exposing a new attribute on which to base our assignment. As I’m working on the Public Sector vertical at the moment, let’s stick with the ‘HLS Case’ BC. Just to add interest to the mix, Oracle have called the Assignment Object ‘PUB Case’ – just so you know. For those not in the know, the HLS prefix originates from Siebel’s Homeland Security vertical product, the predecessor to the more encompassing Public Sector vertical product.

Let’s expose the Case Priority as an assignment criteria. We can use this to direct high priority cases to a special team (Position / Organisation) or person (Employee). Here are the steps required:

1. Create and lock a new project for your work
2. Determine the table and column where our data resides. Look up the HLS Case BC and locate the ‘Priority’ field. You’ll see that this sits in PRIORITY_TYPE_CD on S_CASE
3. In Tools, create a new Workflow Policy Column object, using the table and column details we derived above
4. In Workflow Policy Object, find and checkout the PUB Case object and expand the PUB Case Workflow Policy Component
5. Add the newly created Workflow Policy Column object as a child record
6. Create a new Assignment Attribute object, specifying the ‘PUB Case Priority Picklist’ item for ease of use
7. As a child of this, add the Workflow Policy Column object that we created above
8. Create a new Assignment Criteria object. Call it ‘Case Priority’ and either define a symbolic string or override the display value
9. Add the Assignment Criteria Attribute object, that we created earlier, as a child object of this. The ‘Display Sequence’ and ‘Store Column’ parameters of this will determine where the field is displayed when adding as a skill item or within an Assignment Rule

That’s it! Case Priority is now available to add to a rule and as a skill.

Next time we’ll look at how to make this work – we’ll define a position that will own ‘High’ priority cases and create a rule to automatically assign new cases with this priority to that position.