The workflow selected determines which roles are relevant for this case. By default no users are assigned as part of these roles.
Select the Add link, a new window will appear. There are three ways to assign users to a case role:
User List - select individual users that are to be assigned to the case role.
Groups - select specific end user groups that are to be assigned to the case role.
Auto assignment - use a question within the survey to determine which user is to be assigned to the case role.
Note: Group assignment does not assign the group but rather adds the users contained within the group at the time of case creation.
Auto Assignment
Auto assignment provides a way to use a background variable or question to determine which user is to be assigned to a case. Using this method, you can determine which user is to be assigned as part of the survey logic.
For example, in the illustration below our survey contains a hidden Open Text question "assignment" which is used to store the username for the end user that is to be assigned to this case role.
Another option is to use a single choice question for auto assignment. For a single choice question, the response code should match the User Name for the end user you would like to have assigned. See End Users under your SmartHub to get a list of user names.
Backup Assignment
If you have selected Auto assignment and have not selected any additional users, you will be prompted to select a backup user.
If for any reason Auto Assignment cannot find a match within the End User List, the backup user will then be assigned to the case, ensuring you always have someone assigned in the event of a data mismatch.
Note: A backup user will only be prompted if you have no other users assigned to this role.
Tip : It is possible to have multiple users assigned to a role. In the following example, Alexander and Carly will be assigned, along with all users contained in the "Case Managers" group, and an Auto assignment user that is provided by the survey data contained in the "assignment" question.