In ShareDo work can be allocated to teams or to users. This can be done manually or using automated allocation rules. These rules can be used to replace manual triage steps or other escalation paths.

Allocation rules describe an ordered set of rules to be executed to find the user, team, or entity a piece of work should be allocated to, or a role should be set to. They include a set of matching criteria that determine whether a specific rule will be run. Matching criteria can interrogate the data on a piece of work, including the type of work, complexity, geographical location, and many other elements. Allocation can be carried out to a specific user or team, based on role, a supervisor, or users who are least busy and available.

For example: An allocation rule can be used to identify that a piece of work is based in the APAC region and is over a value of £50k - this work should therefore be assigned to the APAC high-value team.

An allocation rule can be used to determine that a service request is a high priority and, therefore, an email needs to be sent to the management team rather than the standard helpdesk.

Where Are Allocation Rules Used?

Allocation rules can be used for assigning work or for assigning any participant role on a piece of work. Once you have created your rule, you will need to refer to it in the appropriate execution engine plan.

For example, if you create a rule to identify to whom a service request ticket should be assigned, you must create an execution engine plan that calls that rule and sets the primary owner as returned by the allocation rule.

Allocation Rule Canvas

The allocation rule canvas screen allows you to define your allocation rules. You can define a default allocation if your rule fails, and then specify a list of rules that apply. The rules are executed in the order shown in the UI and can be dragged and dropped around to change the order. As soon as the first match is made based on the 'when the rule matches,' the role assignment is determined. Note that the rule will return a team or user but then this returned value must be used either in an approval or execution engine process to assign the work or role.

Creating an Allocation Rule

Creating an allocation rule requires the following high-level steps. The create allocation rule article provides more details.