Validate worker status

I'd make it an incident rule.  You might need an Advanced condition to do it, but it should be easy to do.  Just set your advanced condition to compare on assigned_to_worker_status

Hi!

I can't do that, as the incident is not assigned yet.

How can you validate the worker status before the incident is assigned to a worker?

We want to assign incidents where the workers have priorities, not by availability, but by expertise.

I mean, the user send an incident, and I have 3 workers (a, b, and c), by default, the incident is assigned to worker "a", but if the worker status is "inactive", then the incident should be assigned to worker "b", and if the worker status is "inactive", then the incident is assigned to worker "c" and so on.

Any ideas to get it work this way?

You've already defined the logic.  You would basically create 3 routing rules and place them in the correct order.

You would then have the criteria where worker_status like 'a'.  If it is not, then move onto the next one. 

If you need additional clarification, I can help.

Hi David!,

When you wrote "You would then have the criteria where worker_status like 'a'", what do you mean "the worker_status like 'a'"? You meant when the worker is active? Because I did it that way, but didn't worked.

Or you mean that I have to create 3 routing rules as 'a', 'b' and 'c'?

Can you explain yourself?

Thanks in advance.

You know, now that I think about it, this may be a bit more complex.  You are going to have to use an HDQUERY and you are going to have to create several routing rules.  

So for the advanced condition I would do 

WHEN:  HDQUERY[SELECT worker_status from worker_view where worker_id like '901']

is the same as 'a'.

When you set up the rule, you don't have to put the 'a' in ''.  Also, replace 901 with the worker id of your worker.

I don't have a console to test this at the moment so let me know if you run into any syntax issues.

Hi!

I tried with 3 different comparison parameters (contains, like, and is the same as), but didn't worked.

I also attach an image for you to see how I'm doing it.

I put this query on SQL directly, and it gives me the right value ('a' to active and 'i' for inactive). But, when I run this on the console, it doesn't validate the 'a' or 'i' value.

Any ideas?

Thanks in advance!

"is the same as" should be what you need.  On the edit screen, make sure "Compared as:" is set to "Text" and Case sensitive is unchecked.

Hi bgreen!

I tried the comparison parameter ("is the same as")that  suggested, but didn't worked.
I'm doing wrong?.I'm frustrated.
Help me please.

Thanks in advance.

Can you do an admin export of the validation rule and paste it here?

Hi!

I also attach an image for you to see how I'm doing it.

The worker status in this rule is "inactive", I created other rule when the worker status is "active" (with the same parameters). But the "routing rules" not worked.

The HDQUERY macro requires double-brackets.  Also, you might want to use the worker table instead of worker_view as it is slightly smaller.  Here's the query from one of my working rules:

HDQUERY[[SELECT status FROM worker WHERE id = 67]]

Everything else that you've done is the same as what I've got, so it looks like correcting the minor syntax problem should have you up and running.

Thank you very much.

The "routing rules" now are working very fine.