Agent Assignment using Distribution List

Posted on Sep 19, 2012 at 4.30 PM - Kuala Lumpur, Malaysia

Normally the agent assignment is done by using organization management object type, like organization units, positions, jobs, etc. However, there could be a requirement where the agents are determined from the distribution list which users can subscribe and unsubscribe themselves.

1. First of all, a shared folder has to be created first

2. Afterwards, a distribution list is created in the shared folder. Don't forget to add the recipients as required, or you can make the distribution list subscribe-able to the users.

3. Use rule 3000012 to determine agents from distribution list

4. Make sure the binding is correctly done as show below. The distribution list can be hard coded directly in the binding editor or populate from workflow container element.

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