Tutorial: Automatically Assign Documents#

In this tutorial, we will build a rule that automatically assigns a “High Priority” Support Ticket to a Senior Support Engineer.

Business Scenario#

Objective: Ensure that critical issues are immediately brought to the attention of the right personnel without manual intervention. Prerequisites: A “Support Ticket” DocType with a “Priority” field.

Step-by-Step Instructions#

1. Create the Rule#

1. Go to Rule List and click New.
2. Rule Name: “Auto-Assign Critical Tickets”.
3. Document Type: “Support Ticket”.
4. Trigger Event: “Before Save”.
5. Click Save and Open Rule Builder.

2. Add Priority Check#

1. Add a Condition node after the Entry Action.
2. Config: priority is High OR Critical.

3. Add Assignment Action#

1. From the True branch of the Condition, add an Update Record action.
2. Mode: “Create ToDo”.
3. Assigned To: senior_engineer@yourcompany.com (or use a dynamic expression to pick from a list).
4. Description: High priority ticket {{ doc.name }} requires your attention.

4. Update Ticket Status#

1. Add an Assignment node after the “Create ToDo” action.
2. Target: doc.status.
3. Operator: Set.
4. Value: Assigned.

5. Test and Enable#

1. Run a Test Run with a High priority ticket.
2. Verify that a ToDo is created and the ticket status changes to “Assigned”.
3. Enable the rule.

Tips and Best Practices#

• Round-Robin: For more advanced routing, you can use a Process Operation that keeps track of the last assigned user in a custom DocType and picks the next one in line.
• Notification: Consider adding a Notify action (Toast) to tell the person saving the ticket that it has been automatically assigned.