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Auto-Destination Rules have nothing to do with RuleManager

A very common misconception is that RuleManager is responsible for evaluating Auto-Destination rules. Perhaps it’s because both contain the word "rule". Not sure. Let’s all say it together: Auto-Destination Rules have nothing to do with RuleManager. Nicely done. OK, now, let’s explore auto-destination rules in more detail.

What’s an Auto-Destination Rule?

An auto-destination rule is a mechanism for assisting in the routing of a workflow object  (such as a case) to the correct place.

From the Clarify documentation:

If your organization is large and uses many queues, auto-destination helps reduce the time a user spends searching for the right queue.

Example (in plain English):

When dispatching a case with a case type of New Employee, then the case should be routed to the New Employee queue.

Example (in Clarify Syntax):

OBJECT TYPE="rule", NAME="rule1"
UNIQUE_FIELD = "title,operation"
    FIELDS
        title = "Case";
        operation = "DISPATCH";
        rule_text = "(calltype2gbst_elm:title = "New Employee") -> "New Employee";";
    END_FIELDS
END_OBJECT NAME="rule1"

User interaction is still required

Another common misconception is that workflow objects are magically routed to the queue. The misconception probably comes from the word "auto" in auto-destination.

For example, if you create a new case with a case type of New Employee, save it, then click Done (which closes the form), then no routing will happen. The case will simply sit in the user’s wipbin.

User interaction is required. The user must initiate the dispatch action. For example, clicking the Dispatch button or the Desktop – Dispatch menu item. At this point, evaluation of auto-dest rules comes into play.

Who’s responsible for evaluating auto-destination rules?

The client is. Either the Clarify Classic Client, or Dovetail Agent. When the dispatch action is initiated by the user, then the client needs to evaluate the auto-dest rules. Based on the user’s preferences, one of three things will happen:

  • Never: The user can manually pick a queue for the case to be routed to.
  • Show Choices: The dispatch form will be displayed, and one (or more) queues will be highlighted as a suggestion to the user.
  • Automatic: The case will be immediately routed to a queue. The user will not have to, nor be able to, pick a queue.

The "client" can also be emailclerk, cr_emailclerk, Dovetail EmailAgent, or a web application. It is not RuleManager.

Auto-Destination Rule Preferences

In the Clarify Classic Client, on the My Preferences form, the user can pick their auto-dest preference:

 

In Dovetail Agent, on the Profile page, the user can pick their auto-dest preference:

Where are these user preferences stored?

In the Clarify Classic Client, the user’s preference is stored on the client machine, in the clarify.env file. Example:

AUTO_DESTINATION=auto

I’ve always thought this was a bad idea. It should be stored in the database, with all of the other employee info.

In Dovetail Agent the user’s preference is stored in the database, in the x_autodest column in the employee table.

What about assign?

Auto-destination rules can also work on the Assign function. For example, you may want to assign all un-reviewed solutions to a user who is the editor/reviewer. Auto-dest can do this. The user still needs to initiate the Assign action.

Where are auto-destination rules stored?

Auto-destination rules are stored in table_rule

How do I create/edit auto-destination rules?

There is not a UI for auto-destination rules. Use dataex or ArchiveManager (DIET) to export your rules to a DAT file, edit the file, and then import the file using dataex or ArchiveManager (DIET).

To create/update the rules:

1. Create a file called autodest.dir with the following two lines:

NO_EXPORT OBJECT ALL;
EXPORT OBJECT rule;

2. Export using ArchiveManager

diet.exe -user_name <loginName> -password <password> -db_server <server> -db_name <databaseName> -export rule.dat -dir autodest.dir

This will create the rule.dat file, which will contain your auto-destination rules.

3. Edit the rule.dat file with a text editor

4. Import using ArchiveManager:

diet.exe -user_name <loginName> -password <password> -db_server <server> -db_name <databaseName> -imp rule.dat

So then what is RuleManager for?

RuleManager is responsible for:

  • Evaluation and firing of business rules
  • Commitment warning and expiration notifications
  • Sending outgoing email

    It is not responsible for evaluating auto-destination rules.

    Is there an API for evaluating Auto-Destination Rules?

    Yes. The Dovetail SDK has an AutoDest Class for evaluating rules.

    Here is an example of using the AutoDest API.

    Summary

    Probably more than you ever cared to know about auto-destination rules. Hope this helps.