Self-Help Desk Feature: Rule-Based Task Assignment

Rather than assigning Problem Reports and Service Requests to a specific help desk worker, you can make an assignment to a role.

You define the roles in the application mproved rules for selecting Email address (for Quick Email on Home Page) and Roles (for Problem Report and Service Request assignment) tabs on the Application Settings Roles tab:



This allows you to have the program automatically select one or more names from the list of assignees using the rule. See http://www-106.ibm.com/developerworks/lotus/library/article/appstrat-rules/ for details on how this feature works.