Group Users Assignment

The Group Users Assignment feature enables round-robin assignment of users from a group instead of assigning static users. A "Group User" is a special user type used specifically for round-robin assignment (i.e., distributing work across a rotating list of users.) It does not function the same as their User Profile/User Details record. Think of the Group User as a container to hold the list of Group User members for round-robin assignment. Once the work is assigned, it is associated with the actual group member (i.e., an actual user), not the group.

Feature Overview

With Group User assignment, the system selects the next available user (i.e., group member) in the list of users based on a sequence order. Users are skipped in the rotation if they are unavailable for assignment. This occurs when their user profile records are flagged as:

  • Inactive

  • Out of Office

  • Expired

If all users are unavailable, the work is assigned to a specified Fallback UserClosed In Group User "round-robin" assignment, the Fallback User is the user selected if all members in the group are unavailable.. However, keep in mind that the fallback user, as the "final stop" once the rotation is exhausted, will be assigned even if their user profile record is also Inactive, Out of Office or Expired.

The system tracks the last assigned user, the last skipped user (plus the skip reason) and the predicted next user. Note that the predicted next user is subject to change as it is based on users' current availability.

Integration Points

The Group Users Assignment feature currently works on:

  • Dataforms (including the Client Service Case dataform)

  • Workflow Item Configuration - Content tab

Note: Additional integration points will be added as this feature is enhanced over time.

Configuration Overview

To configure the Group Users Assignment feature, you create a Group Users record and add group members (i.e., users) to it. Once the configuration is complete, Active Group Users records display in the user selection fields of the integration points listed in the section above. EX: The Assigned To User field on a Client Service Case dataform.

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